Mark Joseph Buan
67 Macaria Ave. Pacita Complex 1 San Pedro Laguna
Summary
Dedicated, loyal and customer oriented. Possess strong knowledge of best practices and principles of employee coordination. Blends superb time management and organizational skills with attention to detail. With 17 years of experience leading medium to large teams to achieve organizational goals. Proven track record of development and implementation of practical continuous improvement processes. Skilled at managing employee performance, including appraisals, training and discipline. Committed to maintaining safe and productive work environments.
Overview
19
19
years of professional experience
Work History
Account Specialist
JP Morgan Chase
Taguig, Metro Manila, Philippines
01.2025 - Current
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Performance Maximization Supervisor
Eperformax Contact Center
Pasay City
07.2006 - 10.2023
- Facilitate the development of Performance Analysts performance through regular and real-time, individual coaching sessions.
- Regularly review reports on cluster quality performance (Disputes and Claims, Limitations (Fraud) and Debit Card), formulate action plans and present recommendations during staff/team meetings in order to meet client and organizational requirements.
- Effectively facilitate weekly/bi-weekly team calibration and actively participate in client calibration and call listening sessions.
- Facilitate the development of Performance Analysts performance by conducting individual coaching sessions.
- Review, validate and respond to internal and external quality callout's and requirements.
- Ensure accuracy and timeliness of periodic and ad-hoc reports to support the measurement needs of the program.
- Ensure consistent maintenance of database of all reports and processes handled by the team to facilitate efficient tracking of the program’s historical data.
- Initiate and facilitate development and implementation of new reports in order to support program and department reporting needs.
- Facilitate daily/weekly/monthly performance check-ups to support Operations in their daily tasks and responsibilities, compliance, trending, Dashboard reports, and other reports to support team development.
- Effectively facilitate staff meetings to discuss LOB-related concerns such as product and performance updates, performance callout's, team ratios and company updates
- Actively communicate with client, responding to client correspondence, escalations and participating in client meetings to report accomplishments, review site and business performance, and discuss initiatives for performance improvements.
- Actively participate in external calibration sessions and coaching calibration sessions and facilitate product calibration and variance discussions on a weekly/bi-weekly basis.
- Regularly review and analyses reports on LOB performance to update processes, formulate or implement action plans to develop teammates, maintain motivation and teammate engagement Uphold client policies to ensure that the client’s business and its customers are protected.
Education
College - Bachelor of Science in Physical Therapy
St Jude College
2001
College - Bachelor of Science in Physical Therapy
Far Eastern University
2001
Skills
- Processes and procedures
- Process improvement
- Recruitment and hiring
- Microsoft Excel
- Communication Skills
- Subject Matter Expertise (SME)
Timeline
Account Specialist
JP Morgan Chase
01.2025 - Current
Performance Maximization Supervisor
Eperformax Contact Center
07.2006 - 10.2023
College - Bachelor of Science in Physical Therapy
Far Eastern University
College - Bachelor of Science in Physical Therapy
St Jude College