MAR VINCENT DOMASING
MAKATI CITY,00
Summary
Multi-tasking Team Leader bringing [13] years of expertise in a leadership for Financial, Tech, Customer Service, Moderation,Player Engagement and Support Industry in the BPO sector businesses.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Team Leader
Keywords Studios
02.2018 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored shift leads, helping them develop their leadership potential and advance in their careers.
Team Supervisor
Telus International Philippines
05.2016 - 01.2018
- Held financial accounts catering North American, U.K
- Australia, U.S, Qatar, New Zealand clients– Card management services (Debit and Prepaid)
- Pioneered Fraud Back Office - Ensured Scorecard completion for agents
- Worked with different LOBs and provide support *(escalations and assistance) - Consumer, Fraud, Debit, Prepaid
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
Team Leader
Convergys
10.2014 - 05.2016
- Pioneered the account - being part of Wave 1
- From 2 teams the account grew to more than 20 teams and led to acquiring to new line of businesses
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Quality Supervisor/ Virtual Quality Supervisor
Startek Intl Inc.
04.2011 - 02.2013
- Handled different teams and pioneered accounts (Offshore and Onshore) to ensure productivity goals are met along with making sure that the team are calibrated with the client scoring by following the quality guidelines
- Continuously working with operations to improve KPI metrics.
- Part of implementations of 4 pioneering accounts.
- Managed 6 accounts as quality supervisor
- Led quality calibrations and represented site performance during QBR, MBR, WBR
Quality Specialist/Virtual Quality Specialist
Startek Intl Inc.
05.2009 - 04.2011
- Set the benchmark by performing and exceeding expectations from training, to going on live and up to present being one of the pioneers of the account for succeeding batches
- Completes required monitors and evaluates call center customer care reps performance according to quality specifications and requirements
- Provides constructive feedback to TMs and agents in a timely and effective manner while consistently exceeding the specified variance which the client requires.
- Ensured compliance with industry standards by conducting thorough audits and recommending corrective actions.
- Pioneered quality support as being part of shared services.
- Performed quality talks via video conference with U.S. sites.
- Certified US team leaders for quality certification
- Commended by client auditors for best variance in quality evaluations and during calibrations
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
AT&T business care rep
Startek Intl Inc.
11.2008 - 05.2009
- Handled billing concerns and Tier 1 troubleshooting of technical issues for AT&T business customers.
Financial Service Representative (FSR)
West Contact Services Inc
08.2007 - 03.2008
- Receiving incoming phone calls either from interested customers or transferred from other department services regarding the specific products from our client
- Assisting interested and prospective callers and up selling different features of our client’s other services and products.
Technical Support Representative (TSR)
Sykes Asia, Incorporated
11.2006 - 05.2007
- Providing technical support through e-mail; answering customer’s inquiries and issues regarding the product; provides technical troubleshooting steps and escalates to proper channels; transfers specific inquiries assigned to be resolved immediately
Education
Immaculate Conception Academy
Cainta Catholic College
Registered Electrical Engineer - B.S. Electrical Engineering
MAPUA INSTITUTE OF TECHNOLOGY
09.2005
Skills
- Overtime Management
- Team Supervision
- Work Planning
- Shift Scheduling
- Performance Improvement
- Client Support
- SMART goals
- Teamwork and Collaboration
- Performance Evaluations
- Coaching and Mentoring
Awards
- Mr. Startek Principles 2010 Virtual Team (VQA)
- Fly Right award – Q2 - 2010 - Virtual Team (VQA) – a true statement of Startek principles
- Perfect attendance for the whole year of 2010
- Highest scorecard month of May 2010 (VQA)
- Top Gun (Q4) – Top VQA for Q4 - 2010
- Top Gun (March) – Top agent for the month of March 2009. A perfect score of 5 out of 5
References
- Manubay, Abi, 09228340912, Director, Director, 2 years or more
- Manubay, Mark Jason, 09165550036, Colleague – Co worker, Team Leader, 2 years or more
- Gutierrez, Marvee, 09178416550, Immediate Manager, Operations Manager, 2 years or more
- Antonio, Elliann, 09175768369, elliann.antonio@startek.com, immediate supervisor, senior quality manager, 2-4 years, Occupational, Mandaluyong
- Pascual, Charice, 09178212881, previous supervisor, quality manager, 2-4 years, Occupational, Taguig
- Bautista, John Wesley, 09175186978, john.bautista@startek.com, friend, global service desk manager, 2-4 years, Personal, Las Piñas
- Niverba, Patrick, 09178217235, friend, Escalations Supervisor, 5 years or more, Personal, Las Piñas
Training
- Life and Leadership Mastery Level 1 – I AM (Coaching and Training System)
- Rock Solid Foundation (Startek Leadership Development) – with Seset Lopez (Training and Quality Manager)
- Essential Skills of Communicating (SELF leaders) – with Aves Fermo (Trainer)
- Essential Skills of Leadership (Vital learning) – with Susan Padley (VP Client Operations) and TJ Oreste (Leadership and Developmental Manager)
- The Power of Coaching – with TJ Oreste (Leadership and Developmental Manager)
Timeline
Team Leader
Keywords Studios
02.2018 - Current
Team Supervisor
Telus International Philippines
05.2016 - 01.2018
Team Leader
Convergys
10.2014 - 05.2016
Quality Supervisor/ Virtual Quality Supervisor
Startek Intl Inc.
04.2011 - 02.2013
Quality Specialist/Virtual Quality Specialist
Startek Intl Inc.
05.2009 - 04.2011
AT&T business care rep
Startek Intl Inc.
11.2008 - 05.2009
Financial Service Representative (FSR)
West Contact Services Inc
08.2007 - 03.2008
Technical Support Representative (TSR)
Sykes Asia, Incorporated
11.2006 - 05.2007
Immaculate Conception Academy
Cainta Catholic College
Registered Electrical Engineer - B.S. Electrical Engineering
MAPUA INSTITUTE OF TECHNOLOGY
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