Mark Jason Ozaraga
Operations, Transitions & Process Excellence
Cebu City, Province of Cebu
Summary
Accomplished ITES practitioner with experience in talent management, client success, project management, training and development, service delivery, transition management, and change management.
Consistently delivers high-quality results and successfully manages projects. Builds strong relationships with clients and stakeholders to promote collaboration and seamless communication. Implements strategic initiatives to drive business growth and improve operational efficiency.
Committed to continuous learning and professional development in the evolving ITES industry.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Transitions Lead
Fusion Philippines
04.2020 - 12.2024
- Part of Fusion BPO's Global PMO Team
- Spearheaded complex projects in different sites across the APAC and EMEA geographical locations
- Acts as the frontline client-facing SPOC during the transition phase
- Implemented new PI Initiatives to further enhance the well-being of the organization
- Created and spearheaded the overall project plan that includes action plans, timelines and key contacts for various activities and objectives
- Implemented Risk Mitigation Plans to ensure the well-being of the project
- Connected the stakeholders and provided project status updates on a regular basis
- Spearheaded collaboration meetings with the stakeholders to ensure all issues are reviewed, documented and assessed to minimize impacts and risks related to project timelines
- Lead a team in initiating, planning, controlling, executing, and closing tasks of a project (or segment of a project) to hand-over to Operational units within REPH
- Managed scope, mitigate risk, and facilitate change management across multiple large-scale projects
- Collaborated in defining and monitoring project status relating to key project goals (i.e., Profile calibration, Recruiting, Defining Business Unit metrics, Training, IT and Facilities)
- Managed and spearheaded multiple start-up projects from different domains/industry simultaneously
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Supervisor II, Operations
Helpware Philippines
04.2019 - 03.2020
- Responsible for directing all In-House Contact Center activities.
- Managed a cluster of talents (Associates, Supervisors, & Analysts) to ensure all business goals and objectives are reached.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
Supervisor I, Operations
Iqor Philippines
09.2017 - 03.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Customer Service Analyst
Iqor Philippines
09.2016 - 08.2017
Education
Bachelor of Business Administration - Marketing Management
University of Cebu
Cebu City, Province Of Cebu, Philippines 01.2009 - 01.2013
Certification
Agile Scrum Master (ASM)
Timeline
Transitions Lead
Fusion Philippines
04.2020 - 12.2024
Supervisor II, Operations
Helpware Philippines
04.2019 - 03.2020
Supervisor I, Operations
Iqor Philippines
09.2017 - 03.2019
Customer Service Analyst
Iqor Philippines
09.2016 - 08.2017
Bachelor of Business Administration - Marketing Management
University of Cebu
01.2009 - 01.2013
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