Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Marlon Chan

Paranaque City

Summary

Professional with significant experience in client operations, ready to drive impactful results. Known for fostering team collaboration and adaptability, ensuring seamless service delivery. Skilled in process optimization, client relationship management, and strategic planning. Strong communicator and problem solver, dedicated to meeting organizational goals and exceeding client expectations.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Overview

21
21
years of professional experience

Work History

Senior Client Operations Manager

NPAX SYSTEMS AND CONSULTING
08.2019 - Current
  • Team leader of five client operations managers based in the Philippines
  • Responsible for Owning the 'Tactical' Client Relationship and Operations
  • Understands the client's business inside and out and responsible for gathering business requirements
  • Leads all operational discussions/correspondence with the client and/or MSP
  • Works hand in hand with the allocated Account Relationship Manager to align on client strategy
  • Runs scheduled client operational calls/meetings to oversee client issues and needs
  • Ensures the client and/or MSP's receive quality service for all operational elements of the organization
  • Ensures that all client tickets are moving at the correct pace and removes any operational road blocks to complete operational client needs
  • Accountable for the vision and execution of the operational roadmap to promote program growth and operational efficiencies
  • Build and maintain effective connections with clients and partners to ensure positive working relationships
  • Serves as an expert on their client's program and how they utilize the Beeline technology to support their strategic program vision
  • Interface with key development staff and other product management team members to complete solution design or other custom materials as needed

Client Operations Manager

NPAX Systems and Consutling
02.2017 - 07.2019
  • Improved client satisfaction by proactively addressing operational issues and implementing effective solutions.
  • Championed initiatives aimed at enhancing employee engagement which resulted in improved morale and productivity levels across the department.
  • Ensured timely completion of projects by effectively managing resources, delegating tasks, and monitoring progress against established timelines.
  • Conducted regular assessments of team performance and provided feedback to drive continuous improvement efforts.
  • Resolved escalated customer concerns quickly and professionally to preserve long-term partnerships with key clientele groups.
  • Collaborated with cross-functional teams to develop comprehensive plans for account management and service delivery.

Client Solution Analyst

NPAX Systems and Consulting
01.2014 - 01.2017
  • Streamlined project delivery for increased efficiency through effective collaboration with cross-functional teams.
  • Evaluated existing systems for improvement opportunities, recommending enhancements that led to increased operational efficiency.
  • Coordinated with external vendors as needed, negotiating contracts and ensuring adherence to agreed-upon timelines and budgets.
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Conducted comprehensive data analysis to identify patterns and trends, informing decision-making processes.

Business Analyst

SMART COMMUNICATIONS
02.2013 - 11.2013
  • Facilitated system change by challenging existing processes and defining new processes
  • Covered areas such as enterprise analysis, requirement planning and management, requirements analysis and documentation, solutions assessment and validation
  • Collected and analyzed technical information, write, and edit design documentation

Portal Planner

ENTERTAINMENT GATEWAY GROUP
04.2012 - 01.2013
  • Network and solutions planner of Globe Telecom's website and mobile applications
  • Project managed portal related projects and monitor development and implementation
  • Maintained operational functionalities of the company's website for seamless usability and user experience
  • Planned technical architecture with regards to portal related projects and/or roll-out
  • Work highlights: Globe Tattoo Broadband Nomadics' Livetatoo.ph, Globe Mobile Data Service, Globe Digital Media, Google and Globe's Google Freezone also known as Libre.ph

Product Manager

SPI GLOBAL
09.2010 - 03.2012
  • Understood business process management and business requirements of the customers and translating them to specific software requirements
  • Documented and analyzed the required information and data
  • Evaluated the information gathered through workshops and surveys, business process description and task analysis
  • Acted as an interface between business units, technology teams and support teams

Operational Ticketing Escalations

UNITED AIRLINES
11.2009 - 09.2010
  • Handled operational ticketing escalations of United Airlines
  • Trained ticketing agents on new products and GDS system enhancements

Travel Consultant

09.2008 - 09.2009

Customer Service Representative

TELETECH
10.2006 - 06.2008

Technical Customer Service Representative

CONVERGYS
06.2004 - 09.2006

Education

Bachelor of Arts -

PHILIPPINE CHRISTIAN UNIVERSITY
01.2004

Salutatorian -

SAINT MARTIN ACADEMY
01.1999

OLIVAREZ COLLEGE
01.1999

Skills

  • Problem-solving
  • Project management
  • Customer retention
  • Team leadership
  • Decision-making
  • Client relations
  • Customer relationship management
  • Operations management
  • Process flows
  • Customer service
  • Data analysis

Accomplishments

EMEA Awards 2014 Recognition "Best Supportive Beeline Colleague"

2016 Tesco's "Values Awards"
2018 "Outstanding Performance Award"

Projects handled:
Implemented retirement of old technologies.
Implemented a number of new technology features for Beeline clients
Have led analyzing and implementation of a number of configuration and analytic reporting changes for my clients.

20 workflows of Axpo enhancement project

Current clients handled:
Credit Suisse
UBS

Eli Lilly

Veolia

Adecco UK

Languages

English

Timeline

Senior Client Operations Manager

NPAX SYSTEMS AND CONSULTING
08.2019 - Current

Client Operations Manager

NPAX Systems and Consutling
02.2017 - 07.2019

Client Solution Analyst

NPAX Systems and Consulting
01.2014 - 01.2017

Business Analyst

SMART COMMUNICATIONS
02.2013 - 11.2013

Portal Planner

ENTERTAINMENT GATEWAY GROUP
04.2012 - 01.2013

Product Manager

SPI GLOBAL
09.2010 - 03.2012

Operational Ticketing Escalations

UNITED AIRLINES
11.2009 - 09.2010

Travel Consultant

09.2008 - 09.2009

Customer Service Representative

TELETECH
10.2006 - 06.2008

Technical Customer Service Representative

CONVERGYS
06.2004 - 09.2006

Salutatorian -

SAINT MARTIN ACADEMY

OLIVAREZ COLLEGE

Bachelor of Arts -

PHILIPPINE CHRISTIAN UNIVERSITY
Marlon Chan