Mark Joseph Buan

Performance Maximization Supervisor

Eperformax Contact Center

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.