Mario Mogote
Pasay, Metro Manila,NCR
Summary
Dynamic team leader with a proven track record at Acquire BPO, excelling in process improvement and team motivation. Skilled in data analysis and effective communication, I fostered a collaborative environment that enhanced performance metrics and client relationships, driving significant operational efficiencies and achieving ambitious goals.
Overview
13
13
years of professional experience
Work History
Team Leader
Acquire BPO
07.2020 - Current
- Awarded as Team Leader of the Year for 2023 and 2024.
- Implemented process improvements that streamlined workflows and increased efficiency.
- Monitored team performance metrics and adjusted strategies to meet targets.
- Developed and maintained strong stakeholder relationships to support project initiatives.
- Guided team through conflict resolution, ensuring a harmonious work environment.
- Supported team members in achieving personal and professional growth through mentorship.
- Organized regular feedback sessions to foster open communication and continuous improvement.
- Optimized team processes by analyzing performance data and identifying areas for enhancement.
- Assisted in onboarding new team members, ensuring a smooth integration process.
- Conducted performance reviews and provided constructive feedback for team growth.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Generated reports detailing findings and recommendations.
Customer Service Representative
Acquire BPO
03.2019 - 06.2020
- Awarded as Top Employee of the Year (Year 2019)
- Managed customer inquiries through various channels, providing consistent and reliable information.
- Handled complaint resolutions effectively, fostering positive relationships with customers.
- Utilized CRM systems to document interactions, streamlining customer support processes.
- Collaborated with cross-department teams to resolve complex customer issues efficiently.
- Engaged customers in conversations to better understand their needs and preferences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Associate
Acquire BPO
04.2016 - 02.2019
- Consistently ranked as the Top Sales Agent monthly, generating the highest gross revenue.
- Assisted customers in product selection, providing tailored recommendations based on individual needs.
- Resolved customer inquiries promptly, ensuring satisfaction and loyalty.
- Identified upselling opportunities, contributing to increased average transaction values.
- Leveraged product knowledge to address customer concerns and improve overall service quality.
- Implemented customer retention strategies, resulting in improved repeat business.
- Solved customer challenges by offering relevant products and services.
Sales Advisor
Dynamic Contact Philippines
03.2014 - 03.2016
- Achieved the required 30% cross-sell conversion rate on a consistent basis.
- Developed strong relationships with clients, leading to increased repeat business and referrals.
- Provided exceptional customer service by understanding client needs and offering tailored solutions.
- Contributed to a positive company image by consistently delivering professional, courteous service during all customer interactions.
- Increased cross-selling opportunities by staying up-to-date on all available products and promotions.
- Balanced competing priorities effectively while maintaining focus on achieving ambitious sales targets.
- Conducted product demonstrations that showcased key features, generating interest among prospective buyers.
- Assisted call-in customers with questions and orders.
- Verified delivery schedules and processes.
- Contacted potential customers to capitalize on sales opportunities.
Charity Survey Agent
Quinn Data Facilities
10.2012 - 02.2014
- Maintained organized documentation of survey responses and client interactions.
- Developed effective communication strategies to engage clients during surveys.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Tailored communication strategies to different client segments, improving engagement.
- Collected, arranged, and input information into database system.
Education
Bachelor of Science - Nursing
University of Iloilo
Iloilo City, Province Of Iloilo, Philippines04-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Team motivation
- Team supervision
- People management
- Work Planning and Prioritization
- Performance improvement
- Overseeing daily activities
- Process improvement
- Coaching
- Client support
- Leadership
- Task prioritization
- Teamwork
- Problem-solving abilities
- Reliability
Timeline
Team Leader
Acquire BPO
07.2020 - Current
Customer Service Representative
Acquire BPO
03.2019 - 06.2020
Sales Associate
Acquire BPO
04.2016 - 02.2019
Sales Advisor
Dynamic Contact Philippines
03.2014 - 03.2016
Charity Survey Agent
Quinn Data Facilities
10.2012 - 02.2014
Bachelor of Science - Nursing
University of Iloilo