Mark J.
Mid-Level BPO Operations Manager
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About
Mark J. M. is a seasoned Operations Manager with extensive experience in optimizing team performance and enhancing customer service operations. At Alorica Inc., he successfully managed a TikTok account by serving as the primary client contact for operational performance, conducting business reviews, and presenting performance metrics. During his tenure at The Results Companies Inc., he collaborated with cross-functional teams to resolve operational issues and led a team of customer service representatives, emphasizing training and development. This role included handling complex customer concerns and ensuring cases were managed per company policies. Additionally, as a former Assistant Store Manager at Tutti Cafe in Saudi Arabia, Mark implemented promotions and oversaw daily operations. His career foundation in strategic management was strengthened by roles like Territorial Manager at Cosmic Technology and OIC/Sales Representative at Bio Crest Pharmaceuticals. Mark holds a Bachelor of Science in Pharmacy from San Beda College and a Bachelor of Science in Entrepreneurship from Don Bosco Technical College.
Experience
Operations Manager - Tiktok Account
Alorica Inc. · 2024 — 2026Managed operational performance and served as the chief point of contact for clients. Conducted business reviews while presenting key performance metrics.Member Escalation Team and CSR (inbound and Outbound)
The Results Companies Inc. · 2018 — 2022Handled escalated customer concerns that required in-depth investigation. Collaborated with cross-functional teams to address operational issues and ensure client satisfaction.Assistant Store Manager
Tutti Cafe - Saudi Arabia · 2016 — 2018Oversaw daily operations and monitored inventory levels. Implemented promotional activities, seasonal launches, and visual merchandising strategies.OIC/Sales Representative
Bio Crest Pharmaceuticals · 2012 — 2014Engaged customers and focused on sales, ensuring daily, weekly, and monthly quotas were met. Provided product and market knowledge to support customer interactions.Territorial Manager
Cosmic Technology - Cherry Mobile · 2009 — 2012Built relationships with healthcare professionals, launched new products, and adapted campaigns in response to market trends and competitor activity.Team Leader (Health Care Account - WellCare/Centene)
The Results Companies Inc.Led a team of customer service representatives while conducting regular coaching and performance discussions. Fostered a positive work environment focused on employee development.
Skills & Expertise
Education
- Bachelor of Science in EntrepreneurshipDon Bosco Technical College · 2008 — 2012
- Bachelor of Science In PharmacySan Beda College( Main Campus) · 2000 — 2004
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