MARK ANTHONY EBRADO
San Pedro
Summary
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
11
11
years of professional experience
Work History
Operations, Supervisor | Team Leader
Yngen Datacom Corp
San Pedro, Laguna
01.2023 - Current
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Produced thorough, accurate, and timely reports of project activities.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Provided feedback and coaching to improve staff performance.
- Measured and reviewed performance via KPIs and metrics.
- Coordinated with other supervisors to combine group efforts and achieve goals.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Prepared reports on operational performance metrics and presented them to management team.
Operations, Supervisor
Asurion
Santa Rosa, Laguna
06.2021 - 11.2022
- Company Overview: (Remote)
- Collaborated with sales team to align operational capabilities with customer expectations, boosting client satisfaction
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- (Remote)
Sr. Operations Associate
Capital One Support PH
Alabang
09.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- 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
- Processed transactions, including deposits, withdrawals, and transfers
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required
Operations, Supervisor
Iqor
Santa Rosa, Laguna
05.2018 - 07.2019
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments
- Mentored assistant coaches, sharing knowledge of coaching methodologies and fostering their professional growth within the volleyball coaching profession
Assistant Team Leader
Teletech Sta. Rosa
Santa Rosa, Laguna
04.2015 - 05.2018
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices, and reported and analyzed work-related injuries.
- Researched, analyzed, and resolved complex customer inquiries.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Utilized problem-solving skills when dealing with difficult situations or customer complaints.
- Provided technical support to team members when needed.
Customer Sales and Service Expert
Teleperformance
Sucat, Parañaque
05.2014 - 04.2015
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Demonstrated advanced product knowledge to solve customer issues.
- Identified customer needs by asking questions and advising on best solutions.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
Associate of Science - Computer Science
Asian Institute of Computer Studies
San Pedro, Province Of Laguna, Philippines04.2014
Skills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Employee development
- Workflow optimization
- Management
- Quality assurance
- Project planning
- Data analysis
- Website development
- CRM integration
- E-commerce management
- Responsive web design
- Strong analytical skills
- Proven coaching experience
- Project management
- Data mining
- Process improvement
References
References available upon request.
Timeline
Operations, Supervisor | Team Leader
Yngen Datacom Corp
01.2023 - Current
Operations, Supervisor
Asurion
06.2021 - 11.2022
Sr. Operations Associate
Capital One Support PH
09.2019 - 06.2021
Operations, Supervisor
Iqor
05.2018 - 07.2019
Assistant Team Leader
Teletech Sta. Rosa
04.2015 - 05.2018
Customer Sales and Service Expert
Teleperformance
05.2014 - 04.2015
Associate of Science - Computer Science
Asian Institute of Computer Studies
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