Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Mark Anthony Bais

Mark Anthony Bais

Operations Manager
Bacolod City,NEC

Summary

I am a highly motivated, passionate and commercially- focused team worker who understands how paramount excellent customer service will led to the success of a business if targeted, streamlined and optimized process will be implemented and delivered. A seasoned Operations Manager, forward-thinking and talented leader with over thirteen (13) years of experience skilled at operating departments efficiently to meet goals and offering high-level supervision of workover and completion operations. In recent years, I have developed and achieved excellent communication and interpersonal skills which means I will consistently be a positive role model for your products, services and brand - being there to analyzed and resolved areas for improvement efficiently. Well organized, attentive to detail, collaborates and vigilant in achieving safety and environmental impact reduction objectives. If you hire me, I will ensure how I serve our customers and Clients positively impacts and exceeded company reviews, delivered performance and sales and protects your hard-earned reputation in this competitive industry.

Overview

14
14
years of professional experience

Work History

Operations Manager - Comcast US Client / Program

Concentrix Philippines
Bacolod City
01.2022 - 01.2026
  • Established top Operations Manager of Comcast 2024 / One of the Top Concentrix Performers of 2024
  • Manager of the Year 2023 and Director’s Club Awardee for Client Success 2023
  • Top Operations Manager 2022
  • Establish a strong culture of ownership, discipline, integrity, and continuous improvement and identify leadership potential, drive succession planning and talent development initiatives.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Serve as a key member of the leadership team, influencing strategy and communicate vision, expectations, and performance outcomes clearly to all levels of the organization including the Client.

Operations Supervisor - Comcast US Client / Program

Concentrix Philippines
Bacolod City
01.2015 - 01.2022
  • Top Operations Supervisor and Top Team Awardee month over month with specializations in handling New Hire Transition and Outlier agents/team.
  • Innovation POC. I excel at balancing people management, operational performance, and client satisfaction — the three areas that are critical for an Operations Supervisor. I’m comfortable analyzing metrics, identifying gaps, and implementing solutions that not only meet client expectations but also develop my team professionally.
  • I bring a proven track record of leading teams to consistently meet and exceed KPIs, while keeping employees engaged and motivated. I improved CSAT scores by 6% within a quarter through targeted coaching, process improvements, and real-time performance tracking.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.

Customer Service Representative - Technical, Billing and Sales

Concentrix Philippines - Bacolod City
Bacolod City
01.2012 - 01.2015
  • Proven track record in troubleshooting, billing assistance, and driving sales initiatives skilled in process improvement, data-driven performance monitoring, and delivering high customer satisfaction.
  • Handled inbound and outbound customer inquiries related to technical support, billing, and sales. Managed approximately 60 incoming calls and chats.
  • Participated in continuous training programs to improve technical, billing, and sales skills and awarded as Top Performing Agent several times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Bachelor of Arts - Political Science

UNIVERSITY OF ST. LA SALLE
Bacolod City, Province Of Negros Occidental, Philippines
03-2009

Skills

Leadership, Performance Management and Talent Development

Operations management

Adaptability

Problem-solving and Data Management

Customer service

Performance monitoring

Time Management, ability to work under pressure and multitask

Highly independent, detail and result oriented and flexible

Can work as a Team or individually with less supervision and collaboration

Timeline

Operations Manager - Comcast US Client / Program

Concentrix Philippines
01.2022 - 01.2026

Operations Supervisor - Comcast US Client / Program

Concentrix Philippines
01.2015 - 01.2022

Customer Service Representative - Technical, Billing and Sales

Concentrix Philippines - Bacolod City
01.2012 - 01.2015

Bachelor of Arts - Political Science

UNIVERSITY OF ST. LA SALLE
Mark Anthony BaisOperations Manager