MARK JASON SOSA

Leadership
- responsible for seven team members' professionalwelfare which includes performance appraisal, performancemanagement, salary review, and mentoring.
Talent Development
- responsible for the implementation of severaldepartmental/company-wide training programs focusing onbusiness intelligence, automation, communications, and processimprovement.
Business Intelligence
- responsible for OSSC's KPI and budgetreports using Power BI. Over-all in charge of new and existingdepartmental reporting needs.
Process Improvement
- responsible for departmental initiativesfocusing on efficiency, project management, trainings, etc.

Audits
- responsible for the overall internal audit program of allowned vessels, ensuring timely and safe conduct of internal auditsglobally. Responsible for ensuring the organization was up to theindustry regulatory standards.
Leadership
- responsible for three internal Ship Auditors' auditassignments, global logistical requirements, performance appraisals,performance management, and salary review. Responsible forrecruitment for relevant team positions.
Quality and Reporting
- responsible for the overall quality of internalaudits by ensuring calibration amongst varied stakeholders in theform of observation dissemination, regular quality reporting, etc.
Quality Management
- responsible for ensuring all quality-relateddocumentation specific to audits and risk management were properlyentered in their respective platforms and systems.
Project Coordination
- responsible for communicating andcoordinating with external parties particular to regulatory audits,schedules, and reporting. Responsible for initiating and assisting inHSSEQ campaigns for owned vessels as part of the Risk Managementgroup.
Communications
- responsible for ensuring that there was a healthylevel of communication between the shore and sea organizationsparticular to audit timelines, reporting, audit closure, etc.

Audits
- responsible for the overall internal audit program of all owned vessels, ensuring timely and safe conduct of internal auditsglobally. Responsible for ensuring the organization was up to the industry regulatory standards.
Quality and Reporting
- responsible for the overall quality of internal audits by ensuring calibration amongst varied stakeholders inthe form of observation dissemination, regular quality reporting, etc.
Quality Management
- responsible for ensuring all quality-related documentation specific to audits and risk management wereproperly entered in their respective platforms and systems.
Communications
- responsible for ensuring that there was a healthy level of communication between the shore and seaorganizations particular to audit timelines, reporting, audit closure, etc.

Project Implementation
- acted as the primary regional point of contact for the Project Management and Project Implementationgroups for projects and new initiative rollouts.
Served as the liaison between the regional leadership team and Service Operations. Worked with appropriate functional leadersat the Region level to assign project resources and execute project plan.
Assisted in identifying and resolving potential roll out problems. Appropriately involved leaders to resolve issues.
Deployment and communication of Universal Agent Desktop functionality to approximately 500 Philippines Associates –reporting and troubleshooting.
Deployment and communication of Citrix Desktop Server migration to approximately 500 Philippines Associates – scheduling,strategy, troubleshooting, post-project reporting.
Planning, deployment and communication of the IVR Client Authentication for approximately 400,000 US client base – projectfunctional team membership, sub-team membership for client communications, roll out strategy, deployment and reporting.
Productivity
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anaged Region-specific projects designed to improve productivity, client retention, quality, and businessperformance. Created timelines. Identified and executed tasks. Ensured tasks were completed according to the timeline. Identifiedissues and made recommendations regarding resolution.
Communications
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olicited feedback regarding projects and initiatives from key constituents in the Region. Provided feedback toService Operations and other groups as necessary. Coordinated communication outside the Region with other ADP departments(Sales, Tax, Banking, Training, Telephony, Operations, other Business Units, etc.).
Knowledge Development
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Increased knowledge of products, processes and procedures by attending training, and participating infocus groups/cross functional teams. Made recommendations regarding regional process improvements.

Certification
- exclusively handled Operations Certification for Associates and Team Managers in the nesting phase.
Quality Assurance
- evaluated Operations Associates in compliance with Quality 1st as set and followed by Corporate.Coached associates on a regular basis focusing on pivotal behaviors, areas for improvement and client triggers. Facilitatedand led calibration sessions with Team Managers, and Local and Stateside Mentors. Sent communication materials toAssociates, Team Managers, and Associate & Senior Managers regarding knowledge and resources updates.
Mentoring
- on-boarded new Mentors in Quality processes, guidelines, action items, behavior, meeting facilitation,document maintenance, communication skills, etc.
Analysis
- conducted Root Cause Analysis for Nesting and Operations Quality on a per-wave and quarterly basis.
Engagement
- led the Quality Incentive Program – identifying/awarding qualified Associates/Teams on a regular basis witha minimum monthly allowance of 12000-worth of Sodexho Gift Certificates.