Open To Work
Marvin Mojica
Merville, Paranaque City
Work Preference
Summary
Results-driven Operations Manager with extensive experience leading high-performing teams in the BPO industry. Proven success in improving operational performance, developing leaders, and driving customer experience through data-driven decision-making, process improvement, and stakeholder collaboration.
Overview
17
17
years of professional experience
Work History
Operations Manager - One NZ
Telco Services of Australia- TSA
Pasay City
04.2023 - Current
- Led end-to-end operations for a telecommunications account, ensuring achievement of business targets, service levels, and client expectations.
- Developed Team Leaders and frontline employees through coaching, mentoring, and performance management, improving team capability and engagement.
- Analyzed operational data and performance trends to identify improvement opportunities, implementing action plans that increased productivity and efficiency.
- Managed key business metrics including customer experience, quality, productivity, and attendance, driving consistent operational performance.
- Partnered with cross-functional stakeholders to execute strategic initiatives, streamline processes, and support business growth.
- Fostered a culture of accountability, continuous improvement, and collaboration through regular performance reviews and team engagement activities.
Team Leader - Samsung Bill of Sales
Nearsol Philippines
Pasig City
11.2021 - 02.2023
- Led a team of customer service representatives handling inbound and outbound interactions, consistently meeting service level and quality targets.
- Drove performance improvement by delivering structured coaching, real-time feedback, and regular performance reviews, strengthening overall team productivity.
- Analyzed call drivers and performance metrics to identify trends, implementing targeted process improvements that enhanced efficiency and customer satisfaction.
- Managed escalations and resolved complex customer concerns, ensuring timely resolution and maintaining high client satisfaction.
- Strengthened adherence to operational processes and quality standards, improving consistency in service delivery.
Team Leader - Vivino
Telus International Philippines
Taguig City
02.2018 - 11.2021
- Acted as the primary point of contact for client stakeholders, ensuring alignment on business goals, performance expectations, and service delivery.
- Managed day-to-day operations and coordinated with cross-functional teams (IT, security, legal, compliance) to support seamless execution of account requirements.
- Led regular business and performance reviews, identifying gaps and driving action plans to improve operational outcomes.
- Facilitated team meetings and performance discussions, ensuring clear communication of targets, priorities, and expectations.
- Delivered training and knowledge sessions to improve team capability, compliance awareness, and overall service quality.
Renewal Sales Specialist - VMWare
Service Source Philippines
Taguig City
01.2016 - 01.2018
- Managed end-to-end contract renewal process, ensuring timely closure and revenue retention for assigned accounts.
- Generated accurate pricing, contract terms, and renewal proposals, supporting customers in decision-making and purchase completion.
- Negotiated contract terms and payment conditions, improving conversion rates and strengthening customer relationships.
- Coordinated with internal teams to ensure smooth order processing and contract execution.
Senior Analyst
ADP Philippines
Makati City
02.2014 - 12.2015
- Conducted detailed reviews of tax documents to ensure accuracy, compliance, and alignment with supporting records.
- Investigated discrepancies by engaging with taxpayers and collecting required documentation, ensuring timely resolution.
- Supported customers by providing clear guidance on tax-related inquiries and form completion.
- Maintained high accuracy and quality standards while managing multiple cases within defined timelines.
Customer Service Representative
Sutherland Global Services
Taguig City
11.2009 - 01.2014
- Resolved customer inquiries on platform safety, account feedback, and transaction concerns, adhering to service standards to enhance customer satisfaction.
- Educated users on platform policies and best practices for buying and selling, improving user compliance and experience.
- Investigated account issues and delivered resolutions, reinforcing trust and integrity of the platform.
Education
Secondary Education
Philippine Normal University
Manila03-2008
Skills
- Operations management
- Performance management
- Process improvement
- Data analysis
- Customer experience
- Stakeholder engagement
- Cross-functional collaboration
- Coaching and mentoring
Timeline
Operations Manager - One NZ
Telco Services of Australia- TSA
04.2023 - Current
Team Leader - Samsung Bill of Sales
Nearsol Philippines
11.2021 - 02.2023
Team Leader - Vivino
Telus International Philippines
02.2018 - 11.2021
Renewal Sales Specialist - VMWare
Service Source Philippines
01.2016 - 01.2018
Senior Analyst
ADP Philippines
02.2014 - 12.2015
Customer Service Representative
Sutherland Global Services
11.2009 - 01.2014
Secondary Education
Philippine Normal University