Mark Gil Aguirre
Cabuyao
Summary
Driven leader with a proven track record at Genpact for enhancing team productivity and customer satisfaction through effective coaching, mentoring, and implementation of efficient work processes. Skilled in problem-solving and people management, consistently exceeding performance goals. Specializes in developing strategies that result in improved performance and quality standards.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader
Genpact
G/F 5132 Bldg., Northgate Cyberzone, Muntinlupa
03.2022 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Senior Agent , Subject Matter Expert, Specialist
Iqor Philippines
Sta.Rosa, Laguna
02.2019 - 02.2022
- Maintained detailed records of all transactions using CRM software, ensuring an organized workflow within the agency.
- Increased client satisfaction by providing exceptional customer service and timely resolution of issues.
- Developed and implemented new marketing strategies, resulting in increased brand awareness and lead generation.
- Exceeded sales targets consistently through effective relationship building and strategic prospecting.
- Managed high-profile accounts for enhanced customer retention and loyalty.
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
- Resolved caller issues quickly and thoroughly.
Collection Specialist
Convergys
G5, Makati City, Philippines
06.2016 - 10.2018
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
Computer Operator
Laizalle Builders Construction Services
Cabuyao, Laguna
09.2013 - 02.2014
- Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
- Maintained spreadsheets of data across multiple systems.
- Generated reports covering details about data, system operation, and error monitoring.
- Processed requests for service from internal and external customers.
- Retrieved information and performed data entry using appropriate computer programs.
Education
Associate of Science - Computer Science And Programming
Asian Institute of Computer Studies
Sta.Rosa, LagunaSkills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Work Planning and Prioritization
- Coaching and Mentoring
- Documentation And Reporting
- Conflict Resolution
- Mentoring
- Coaching
- Performance Improvement
- Performance Evaluations
- SMART goals
Certification
• Certificate of Completion for (School Of Leaders)
• Exemplary in Attendance
• Outstanding Student (School Of Leaders)
● Certificate of Completion for CEB(Cebu Pacific) Initial Training
● Certificate of Highest Score card January, August, October, November (CVG)
● Certificate - SME (iQor)
● TOP agent for VOC or Voice Of the Customer(iQor)
● Management 101
● Cisco Networking Protocols
● Oracle Database Management
Training - The Independent Leader Training (Genpact)
Top in the class for - Coaching and Mentoring
Lean Six Sigma ( Trained and Tested)
Date Lean (Trained and Tested)
Traveling, Singing & Songwriting, Playing musical instruments, & Gaming
I usually travel during my free time. Most of the time, I just visit the seaside in Batangas. Singing and writing songs is one of my stress relievers. I usually write songs for other artists, but sometimes I write songs for my girl friend and occasionally post them on social media. My other stress reliever is playing computer and console games. It brings back my inner child.
Timeline
Team Leader
Genpact
03.2022 - Current
Senior Agent , Subject Matter Expert, Specialist
Iqor Philippines
02.2019 - 02.2022
Collection Specialist
Convergys
06.2016 - 10.2018
Computer Operator
Laizalle Builders Construction Services
09.2013 - 02.2014
Associate of Science - Computer Science And Programming
Asian Institute of Computer Studies