Mark Lester Mercado
Muntinlupa City
Summary
A highly motivated and results-oriented Senior Manager with 22 years of experience in leading customer service teams, specializing in enhancing customer satisfaction, streamlining operations, and driving team performance through strategic planning and implementation. Inspiring and motivating team members to achieve goals, setting a positive example, and fostering a collaborative culture. Humbled and grateful to manage and help HRO, Retail and Financial programs succeed.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Operation’s Manager
Infosys
02.2023 - Current
- Leadership and Team Management:
- Lead and motivate a team of operations managers and team leaders.
Provide guidance, coaching, and mentorship to team members.
Conduct performance evaluations and identify development opportunities.
Ensure effective communication and collaboration within the team. - Operational Performance and Efficiency:
- Manage day-to-day operations to ensure efficient and effective service delivery.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
Implement and maintain processes and procedures to ensure quality and compliance.
Drive continuous improvement initiatives to enhance operational efficiency and productivity. - Client Relationship Management:
- Build and maintain strong relationships with key client contacts.
Proactively address client concerns and ensure client satisfaction.Collaborate with client teams to align operations with client needs and expectations.
Operation’s Manager
IBEX Global Solutions
09.2019 - 02.2023
- Oversee and manage day-to-day Customer Service operations.
- Ensure compliance with organizational policies and procedures.
- Develop and implement operational strategies to improve efficiency.
- Monitor performance metrics and prepare regular operational reports.
- Collaborate with client managers to meet their needs and expectations.
- Lead and mentor a team of supervisors and staff.
- Manage resource allocation and workload distribution.
- Identify process improvement opportunities and implement best practices.
- Handle escalated issues and provide effective solutions.
- Ensure customer satisfaction and maintain high service quality standards
Operation’s Manager
ALORICA
07.2016 - 06.2019
- Managed 8 Team Managers with 130 Full Time Employees
- Evaluate performance, provide feedback, and address issues.
Ensure compliance with company policies and procedures.
Manage workload and schedules to meet operational needs. - Monitor call center performance metrics (CSAT, AHT, QUALITY, ADHERENCE).
- Identify areas for improvement and implement process changes.
- Ensure agents provide excellent customer service.
Address customer complaints and issues effectively.
Drive customer satisfaction and loyalty. - Set performance goals for the call center and individual agents.
Track progress towards goals and provide regular feedback.
Identify and address performance issues.
Operation's Manager
GENPACT
Alabang, Muntinlupa City
07.2013 - 10.2016
- Supervising, coaching, and motivating teams to achieve performance goals.
- Conducting performance evaluations and providing constructive feedback.
- Identifying and implementing process improvements to enhance efficiency and productivity.
- Analyzing data and metrics to identify areas for improvement.
- Developing and implementing new systems and procedures.
Asst. Manager for Operations/ Team Leader
GENPACT
Alabang, Muntinlupa City
05.2008 - 06.2013
- Track and measure individual and team performance against KPIs and targets.
- Prepare and present performance reports to management.
- Identify and implement strategies to improve team performance and achieve business objectives.
- Ensure that all customer interactions are handled professionally and efficiently.
- Resolve customer issues and complaints effectively and promptly.
- Maintain a high level of customer satisfaction.
Asst. Manager for Operations / Team Supervisor
HSBC
Alabang, Muntinlupa City
05.2006 - 05.2008
- Supervise and manage a team ensuring they meet performance targets and KPIs.
- Provide clear direction, support, and guidance to team members.
- Motivate and inspire the team to achieve high performance and customer satisfaction.
- Conduct performance reviews, deliver coaching, and provide feedback to improve individual and team performance.
- Address performance issues and implement corrective actions.
- Foster a positive and collaborative team environment.
Processing Executive
HSBC
Alabang, Muntinlupa City
09.2004 - 05.2006
- Ensure that all customer interactions are handled professionally and efficiently.
- Resolve customer issues and complaints effectively and promptly.
- Maintain a high level of customer satisfaction.
- Answer customer questions regarding accounts, transactions, products and services.
- Address customer complaints, problems, and concerns promptly and efficiently, escalating when necessary.
Customer Service Associate
AIG
Ortigas Centre, Pasig City
09.2003 - 06.2004
- AIG Credit Cards
Education
Bachelor Of Science For Business Management - Major in Marketing and Sales
San Beda College
Alabang Hills Village03.2002
Secondary Education -
Colegio de San Juan de Letran
Intramuros, Manila03.1998
Primary Education -
Colegio de San Juan de Letran
Intramuros, Manila03.1994
Skills
- Operations Management
- People Management
- Productivity Improvement
- KPI Reporting
- Strategic planning
Certification
CAREER EXECUTIVE SERVICE BOARD EXAMINATION PASSER
Timeline
Senior Operation’s Manager
Infosys
02.2023 - Current
Operation’s Manager
IBEX Global Solutions
09.2019 - 02.2023
Operation’s Manager
ALORICA
07.2016 - 06.2019
Operation's Manager
GENPACT
07.2013 - 10.2016
Asst. Manager for Operations/ Team Leader
GENPACT
05.2008 - 06.2013
Asst. Manager for Operations / Team Supervisor
HSBC
05.2006 - 05.2008
Processing Executive
HSBC
09.2004 - 05.2006
Customer Service Associate
AIG
09.2003 - 06.2004
Primary Education -
Colegio de San Juan de Letran
Bachelor Of Science For Business Management - Major in Marketing and Sales
San Beda College
Secondary Education -
Colegio de San Juan de Letran