Mark Anthony A. Mondiguing
Team Leader
Baguio City
Summary
Experienced professional seeking a position to apply skills and experience, while pursuing continuous learning and growth. Committed to positively contributing to organizational success by leveraging diverse background and passion for development. Eager to bring fresh perspective and innovative ideas to team, with focus on achieving goals and exceeding expectations. Dedicated to making meaningful impact and fostering collaborative work environment that values creativity and excellence.
Overview
23
23
years of professional experience
14
14
years of post-secondary education
Work History
Team leader
Sutherland Aeropark
06.2024 - 05.2025
- Responsible for overseeing all activities within a team, distributing information to team members and stakeholders.
- Responsible for training team members, setting strategy, and monitoring progress towards goals.
- Resolve escalated customer issues and complaints, ensuring customer satisfaction.
Team Leader
iQor Philippines – SM Clark
08.2020 - 01.2024
- Effectively managed a team of call center agents to meet and exceed customer service goals.
- Resolved escalated customer issues and complaints, ensuring customer satisfaction.
- Developed and implemented training programs for new hires and ongoing development for current employees.
Account manager
Signature Channel
01.2020 - 06.2020
- Manage sales account.
- Effectively managed a team of call center agents to meet and exceed customer service goals.
- Resolved escalated customer issues and complaints, ensuring customer satisfaction.
- Developed and implemented training programs for new hires and ongoing development for current employees.
- Maintained call center operations by enforcing policies and procedures, monitoring performance, and preparing reports.
- Worked on collections and recurring funds from existing customers.
ESL teacher
Brent Oxphone
06.2018 - 05.2019
- Company Overview: https://www.facebook.com/brentphone/?hc_ref=ARS8iMEa-KQ7sHAHuCqQSofw4S8NhON_NosmuRuTDoIj8BgVhqwkvqrSM5Le-PD2eck
- Focus working with Korean professionals to enhance their English communication skills.
- Prepare them for their test course such as TOEFL and TOEIC.
- Https://www.facebook.com/brentphone/?hc_ref=ARS8iMEa-KQ7sHAHuCqQSofw4S8NhON_NosmuRuTDoIj8BgVhqwkvqrSM5Le-PD2eck
Team Leader
Noble Trends Unbound Inc.
09.2009 - 01.2019
- Manages and leads a team of employees.
- Communicates company goals, safety practices, and deadlines to team.
- Communicate with client abroad through phone or email and keeps management updated on team performance.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
- Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Coach.
- Conduct quality reviews of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
- Mentors newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment and may participate in providing formal training.
- Evaluate and records the quality and performance during each call.
- Summarize findings and recommendations and forward to supervisor to use in performance assessments and promotional decisions.
Elected as SK Chairman
Local Government Unit (LGU)
01.2002 - 01.2007
- Propose structural projects and facilities to be used not only for the constituents of Barangay camp 7 but as well as the neighboring districts.
- Schedule annual/ quarterly activities and program focused on youth Development and health awareness.
Education
Civil Engineering - undefined
University of Baguio
Baguio city 01.2003 - 04.2006
High School - undefined
Baguio City National High School Loakan Annex
01.1999 - 04.2003
Elementary - undefined
Loakan Elementary School
01.1993 - 04.1999
Skills
Training and mentoring
References
- Sunshine B. Reyes, 0923-800-2854, Operations Manager, Noble Trends Inc., BCEZ Norwegian bld. Loakan Rd., Baguio City, Benguet, 2600
- Christopher Adarme, 0956-533-6446, Team Leader, iQor Philippines – SM Clark
References
- Sunshine B. Reyes, 0923-800-2854, Operations Manager, Noble Trends Inc., BCEZ Norwegian bld. Loakan Rd., Baguio City, Benguet, 2600
- Christopher Adarme, 0956-533-6446, Team Leader, iQor Philippines – SM Clark
Timeline
Team leader
Sutherland Aeropark
06.2024 - 05.2025
Team Leader
iQor Philippines – SM Clark
08.2020 - 01.2024
Account manager
Signature Channel
01.2020 - 06.2020
ESL teacher
Brent Oxphone
06.2018 - 05.2019
Team Leader
Noble Trends Unbound Inc.
09.2009 - 01.2019
Civil Engineering - undefined
University of Baguio
01.2003 - 04.2006
Elected as SK Chairman
Local Government Unit (LGU)
01.2002 - 01.2007
High School - undefined
Baguio City National High School Loakan Annex
01.1999 - 04.2003
Elementary - undefined
Loakan Elementary School
01.1993 - 04.1999
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