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Mark A. — Senior BPO Team Leader from Philippines

Mark A.

Senior BPO Team Leader

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Mark Anthony M. is an accomplished Team Leader with over six years of leadership experience in the BPO industry, enhanced by prior roles in non-profit and pastoral leadership within organizations such as FGC+ and Compassion International. He specializes in supervising team operations, coaching for performance improvement, and managing client communication in environments focused on logistics, customer support, and project work for child support programs. Mark Anthony M. holds certifications in Lean Six Sigma, Life Coaching, and Team Leadership, and demonstrates proficiency in CRM systems like Salesforce and Zendesk, as well as Photoshop and video editing tools. His responsibilities have included reporting, engagement activity facilitation, and upholding company values across logistics, business process outsourcing, and community development domains.

Experience

  • Team Leader

    FGC+ · 2021 — Present
    Oversee daily team operations with an emphasis on productivity and quality. Conduct coaching sessions to enhance performance for both individuals and the team. Organize engagement activities to improve workplace morale and collaboration. Manage client communications and reporting to ensure service transparency and alignment with company standards. Exemplify company values to team members.

  • Customer Service Representative

    FGC+ · 2018 — 2021
    Acted as a primary liaison for the logistics account, providing timely updates on delivery statuses and addressing customer concerns effectively. Managed complex orders while maintaining service satisfaction. Served as an account volunteer trainer and subject matter expert.

  • Project Specialist

    Compassion International · 2011 — 2013
    Oversaw records management within Salesforce for child support programs, ensuring accuracy of data. Led sessions with parents and facilitated communication between children and sponsors, aiding in the holistic growth of disadvantaged youth.

  • Freelancer / Virtual Assistant

    OnlineJobs.PH · 2009 — 2009
    Provided remote support and virtual assistance to international clients on various projects.

  • Customer Service Representative

    Qualfon · 2006 — 2009
    Delivered voice support addressing customer inquiries and resolving technical issues.

  • Pastoral Intern

    CAMACOP
    Organized church activities and trained individuals in leadership and spiritual growth.

Skills & Expertise

Digital MarketingProduct DesignAccount ManagementCustomer Service

Education

  • Bachelor of Business Management - Operations Management
    Cebu Institute of Technology · 2025 — 2026
  • Bachelor of Business Management - Operations Management
    Samson Polytechnic College of Davao · 2024 — 2025
  • Bachelor in Theology
    Visayas Alliance School of Theology · 2006 — 2009
  • BS in Industrial Technology – Industrial Electronics
    Negros Oriental State University · 2001 — 2004

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