Marvin Valencia
Naic, Cavite
Summary
Team Captain and strong vocal leader with good communication skills to encourage, support and positively hold teammates accountable. Influences teammates on-and-off the workplace. Proven success in developing and improving operations programs, participating in pilot projects which resulted in acquisition of a new line of business. Adaptable and a good leader with an ability to work independently or as part of a team, analyzing data, establishing a productive team, and developing opportunities that further establish organizational goals.
Overview
8
8
years of professional experience
Work History
Team Captain / Operations Supervisor
Concentrix
02.2018 - 05.2023
- Monitored individual performance metrics regularly, identifying areas for improvement while recognizing exemplary contributions from team members.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the Team.
- Optimized resource allocation by identifying individual strengths within the team and assigning tasks accordingly.
- Determined areas in need of improvement and optimized strategies to strengthen performance.
- Improved employee retention through mentoring, coaching, and providing constructive feedback.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to frontline representatives.
Subject Matter Expert
Concentrix
08.2016 - 02.2018
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.
- Mentored junior team members, contributing to their professional growth and development.
Quality Analyst
Concentrix
09.2015 - 08.2016
- Increased efficiency in defect detection through the implementation of Quality Framework and Triad coaching sessions, reducing defects significantly.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Supported the successful launch of new products by contributing expertise in defining quality specifications during the development phase.
Customer Service & Technical Support Rep.
Concentrix
03.2015 - 09.2015
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Education
Associate of Applied Science - Computer And Information Sciences
Polytechnic Institute of Tabaco
Tabaco, Province Of Albay, Philippines 04.2001 -
Skills
Feedback Delivery
Motivation Techniques
Influencing Others
Teamwork and Collaboration
Multitasking Abilities
Analytical Skills
Data Entry
CRM Software
Technical Support
Systems Analysis
Desktop support
Technical Troubleshooting
Ticket support system management
Timeline
Team Captain / Operations Supervisor
Concentrix
02.2018 - 05.2023
Subject Matter Expert
Concentrix
08.2016 - 02.2018
Quality Analyst
Concentrix
09.2015 - 08.2016
Customer Service & Technical Support Rep.
Concentrix
03.2015 - 09.2015
Associate of Applied Science - Computer And Information Sciences
Polytechnic Institute of Tabaco
04.2001 -