Mark C.
Mid-Level IT Service Desk Team Lead
Open to offersNew to PlatformLanguages
EnglishTagalog
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About
Mark C. is a proficient IT professional with a robust career in team leadership across multiple industries, including technology and healthcare. At HCLTech, a global technology company, he has been an integral part of management as a Team Lead – IT Service Desk, leading a group of IT Analysts and acting as the primary contact for internal and external issues. He excels at preparing business reviews, driving team goals in quality and productivity, and performing quality audits. Prior to this, Mark served as a Team Lead at iOPEX Technologies, focusing on the healthcare sector, where he managed document validation for healthcare professionals and drove team performance. At Tech Mahindra, he was instrumental in enhancing sales conversions and handling client communications in its telecommunications outsourcing domain. His academic background in Computer Science complements his proficiency in Microsoft Office Applications and strong communication skills in English and Tagalog, making him adept at handling diverse team dynamics and technical challenges.
Experience
Team Lead – IT Service Desk
HCLTech · 2024 — 2026Oversees a group of IT Analysts who assist users with their IT issues through calls. Acts as the point of contact for internal and external concerns. Prepares and leads weekly business reviews for clients and conducts quality calibrations with the QA team on a weekly basis. Manages team goals on a daily, weekly, and monthly basis while driving performance metrics such as quality, productivity, and Average Handle Time (AHT). Conducts coaching sessions and weekly huddles with agents. Communicates client concerns, escalations, and announcements. Creates staffing and scheduling plans to meet service levels. Performs weekly quality audits on agents and compilesTeam Lead - Healthcare Account (Back office)
IOPEX Technologies · 2021 — 2024Manages a team responsible for validating documents submitted by healthcare professionals. Maintains team goals daily, weekly, and monthly. Drives the performance of the team related to quality, productivity, and adherence. Provides real-time assistance to agents regarding confusing documents. Conducts audits to ensure compliance with guidelines and offers training to agents for skill enhancement.Team Lead (Appointment setter/Customer service)
IOPEX Technologies · 2021 — 2021Supervises a team that assists clients with salon appointments. Maintains daily, weekly, and monthly goals and strives to enhance customer experience within the team. Performs daily audits to ensure adherence to guidelines and provides coaching on agent performance. Handles supervisor calls as needed.Team Lead (Retail)
Tech Mahindra · 2020 — 2021Manages Online (OL) and Customer Service (CS) agents. Ensures daily, weekly, and monthly goals are met while focusing on driving sales conversion for OL agents. Monitors customer satisfaction surveys and conducts performance coaching. Engages in client calls and manages supervisor calls as required.Team Lead - Retail (Pioneer Account)
Tech Mahindra · 2020 — 2020Leads Order Line agents, focusing on enhancing sales conversion. Maintains goals on a daily, weekly, and monthly basis and engages in client calls to align metrics and account updates. Provides coaching on agent performance.Team Lead (Retail)
Tech Mahindra · 2019 — 2020Supervises OL and CS agents. Ensures team goals are met regularly while driving sales conversion. Conducts coaching sessions on agent performance.Team Lead (Back Office)
Tech Mahindra · 2018 — 2019Provides statistical reporting on team performance on a daily, weekly, and monthly basis. Engages in performance discussions with clients three times a week and coaches team members on their performance. Generates quality reports and processes case documents as necessary.Distributor Specialist
Fern Inc. · 2014 — 2015Secures monthly targets for distributors and develops new channels. Implements programs for distributors and trade accounts while ensuring compliance with pricing and collecting accounts receivables. Monitors distributor performance.Junior Account Representative
Fern Inc. · 2014 — 2014Monitors inventory levels and product status in key accounts. Ensures pricing compliance with trade accounts and distributes point-of-purchase materials.Wholesaler Sales Specialist
Fern Inc. · 2013 — 2014Responsible for contacting stockists and converting them to wholesalers. Reactivates inactive stockists and updates them on promotions while managing order processing accurately and timely.Customer Service Team Leader
Fern Inc. · 2011 — 2013Provides direction and communication to employees to address walk-in inquiries and calls efficiently. Delivers weekly performance feedback and coaching to team members and manages team Key Performance Indicator reports.Customer Service Associate
Fern Inc. · 2008 — 2010Handles member and stockist concerns through various communication channels, creating tickets for specific departments. Provides feedback following the 24-hour customer feedback rule and makes promotional calls to stockists.Check Ship-out in Charge
Fern Inc. · 2007 — 2008Manages the shipping of checks for stockists and their downlines while ensuring accurate documentation. Updates records and prepares summaries for statements of accounts.Office Staff
TESDA (MANDALUYONG) · 2008 — 2008Performed various support tasks as part of office staff responsibilities.Encoder/Checker
Fern Inc. · 2007 — 2007Checks accuracy of data encoded by encoders and edits erroneous entries in the system. Prepares daily reports on edited items.Scanner operator/Encoder
Metasystems Development Inc. · 2006 — 2006Responsible for scanning client documents into a new system and encoding them into the system.
Skills & Expertise
Education
- Associate in Computer Science and ProgrammingInfotech Institute of Arts and Sciences · 2004 — 2006
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