MARK GREGGOR VILLAREAL
Team Leader
San Mateo
Summary
A Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
A Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
An experienced workforce management professional prepared for this role. Proven ability to analyze data, forecast staffing needs, and optimize workforce productivity. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in scheduling, reporting, and utilizing workforce management software. Reliable, adaptable, and results-driven.
Thorough Customer Retention Specialist with 2 years of experience working in Telco industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
A Highly motivated Inbound Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience, and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service.
A Detail-oriented Technical Support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
13
13
years of professional experience
1
1
Certification
1
1
Language
Work History
Team Captain
BOLDR Inc. (Drip Hydration Mobile IV USA Appointment Setting, Dispatcher, Sales, Client Experience)
09.2025 - 11.2025
- 50% Team Management, 50% Dispatch, Appointment Setter
- Oversee the team regarding attendance, performance, regularization Coaching, Team Meetings, conducting WBR and MBR together with the client. CSM
- Enhanced team performance by implementing effective communication and collaboration strategies.
- Maintained poise, optimism and bounced back quickly after mistakes to show teammates how to respond to negative situations.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
- Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
- Challenged teammates to get better and work harder by constructively confronting negativity, pessimism and laziness.
- Promoted a culture of continuous learning within the team, encouraging professional development opportunities for all members.
- Resolved conflicts within the team swiftly, ensuring an amicable resolution that maintained workplace harmony while addressing core issues constructively.
- Ensured smooth operations by maintaining open lines of communication between team members and upper management.
- Improved employee retention through mentoring, coaching, and providing constructive feedback.
- Championed company values throughout all team activities, ensuring alignment with organizational mission and objectives.
- Acted as positive role model to set tone for program and enhanced leadership credibility with teammates and coaches.
- Increased overall productivity by streamlining workflow processes and delegating tasks appropriately.
- Monitored individual performance metrics regularly, identifying areas for improvement while recognizing exemplary contributions from team members.
- Trained IV Mobile/Nurse Dispatcher
- Appointment Setting
- Communicating with nurses via (Slack), patients via text (OhMD), email (Google mail), calls (Nextiva)
- Providing General inquiries, bookings, and appointments.
- Selling IV fluids
- Brief utilization of Google Space tools (Sheets,Slides,Gchat)
Business Operations Support/Data Analyst
NAISCORP (COVA U Energy - AU Based Solar and Renewable Energy Retailer)
06.2025 - 09.2025
- Create and manage monthly scorecards to evaluate performance metrics. Compile quarterly performance summaries, ensuring data accuracy and relevance.
- Automate scorecard processes to enhance operational efficiency. Perform data matching and validation between ORION and Salesforce systems.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Analyse situational statistics to provide breakdowns of performance metrics.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
- Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
- Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
- Proficient in Utilizing MS 360 for daily tasks (Outlook,Teams,Excel,OneDrive)
Team Leader
Concentrix (Bytedance "Tiktok" Moderation US - Based)
10.2021 - 06.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- 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.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Conducted QA checks for all instructional media to verify instructionally sound content.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Utilized TCS for moderation
- Lark for communication
- Byteworks and bytehi for data extraction
- Proficient utilization of MS 360 (Outlook,Teams,Excel,OneDrive)
Workforce Management Analyst
Concentrix (Virgin Media - UK Based Telecommunications Company)
01.2019 - 10.2021
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports, and tracking spreadsheets using IEX, Verint and Excel.
- Ensured compliance with labor laws, staying updated on changes in regulations and adjusting policies accordingly.
- Collaborated cross-functionally to identify staffing needs, ensuring optimal resource allocation across departments.
- Implemented new timekeeping systems to improve accuracy in tracking employee hours, reducing payroll discrepancies.
- Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
- Reduced employee attrition rates by identifying key drivers and implementing targeted retention strategies.
- Optimized workforce scheduling by analyzing historical data and creating strategic forecasting models.
- Maintained accurate records of headcount changes over time, providing valuable trend data for future planning purposes.
- Proficient utilization of MS 360 (Outlook,Teams,Excel,Onedrive)
- IEX
- Verint
- Oracle
- Citrix
Academy & Newbie Bay Mentor
Concentrix (VIrgin Media - UK Based Telecommunications Company)
07.2018 - 07.2019
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Enhanced mentee performance by providing personalized guidance and support.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Assisted mentees in setting achievable goals and creating realistic action plans for personal and professional growth.
Retention /Inbound Sales Representative
Concentrix (Virgin Media - UK Based Telecommuncations Company)
07.2017 - 07.2018
- Achieved high customer retention for Virgin Media by effectively resolving issues and upselling mobile products.
- Delivered solutions for customer-related concerns and troubleshot phonerelated challenges.
- Processed payments and resolved underpayment discrepancies.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Increased sales by offering advice on purchases and promoting additional products.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Created customized solutions for clients'' unique needs, resulting in enhanced customer loyalty.
- Increased sales by establishing rapport with customers and identifying their needs.
Technical Support Representative
Teleperformance (Telstra - AU Based Telecommuncations Company)
01.2013 - 01.2016
- Delivered comprehensive technical support for Telstra, efficiently managing 7 Lines of Business within a single queue.
- Facilitated customer inquiries related to Broadband, Wireless, ADSL, Activations, Tier 2, Tier 3, and Cable Connections.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Service Representative
Alorica (Siriux XM Radio - US Based Radio Company)
06.2012 - 12.2012
- Executed customer service and technical support functions for SiriusXM radio.
- Isolated and resolved customer issues across multiple channels including sales and service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Nursing
Arellano University
manila01.2009
Bachelor of Science - Nursing
Trinity University of Asia
qc01.2006
Bachelor of Science - Nursing
Capitol Medical Center
qc01.2006
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Marist School Marikina City
marikina01.2004
Skills
Motivation techniques
undefinedAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of maximum 28 staff members.
- Collaborated with team of 3 in the development of Concentrix Star Scorecard.
- Collaborated with team of 2 in the development of Bytedance Moderation KPI's.
- Concentrix Monthly Top Team Leader Feb 2024 - March 2025 (Certificates provided)
- Concentrix Quarterly Top Team Leader April, July, Nov, Jan 2025 (Certificates provided)
- Concentrix Top Team Leader of the year 2024 (Plaque provided)
- Concentrix Unsung Hero Oct 2023
Certification
Six Sigma Certified (Yellow Belt)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Captain
BOLDR Inc. (Drip Hydration Mobile IV USA Appointment Setting, Dispatcher, Sales, Client Experience)
09.2025 - 11.2025
Business Operations Support/Data Analyst
NAISCORP (COVA U Energy - AU Based Solar and Renewable Energy Retailer)
06.2025 - 09.2025
Team Leader
Concentrix (Bytedance "Tiktok" Moderation US - Based)
10.2021 - 06.2025
Six Sigma Certified (Yellow Belt)
01-2021
Workforce Management Analyst
Concentrix (Virgin Media - UK Based Telecommunications Company)
01.2019 - 10.2021
Academy & Newbie Bay Mentor
Concentrix (VIrgin Media - UK Based Telecommunications Company)
07.2018 - 07.2019
Retention /Inbound Sales Representative
Concentrix (Virgin Media - UK Based Telecommuncations Company)
07.2017 - 07.2018
Technical Support Representative
Teleperformance (Telstra - AU Based Telecommuncations Company)
01.2013 - 01.2016
Customer Service Representative
Alorica (Siriux XM Radio - US Based Radio Company)
06.2012 - 12.2012
Bachelor of Science - Nursing
Trinity University of Asia
Bachelor of Science - Nursing
Capitol Medical Center
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Marist School Marikina City
Bachelor of Science - Nursing
Arellano University