You are on page 1of 3

SysGen RPO


Mark James Villanueva

SysGen RPO (March 2018 to Present)
82 Legaspi Suites 178 Salcedo Street, Legaspi Village, Makati

 Delivers offshore-based recruitment services to our clients in the US
 Covers different tasks in the areas of active and passive sourcing which includes sourcing, screening,
interviewing, and evaluating candidates
 Formats resumes meeting client expectations
 Facilitates candidate and employer scheduling and coordination as well as ongoing candidate engagement
 Fosters long-term relationships with candidates and clients
 Researches new technologies

OPSIFY PHILIPPINES, INC. (October 2015 to December 2017)

Operation Supervisor – Groupon
 Managed the flow of day-to-day operations.
 Outlined and delivers action plans suitable to team members to narrow the gap between actual and desired
 Recognized teams' strengths, weaknesses, successes and failures.
 Delivered consequence management within the team based from company’s Code of Conduct.
 Was responsible for 15-18 Customer Service Representatives with regards to daily production and operational
 Coached, mentored and trained agents to ensure adherence to the client’s specifications.
 Reported directly to management regarding team performance based on CSAT and quality appraisals.
 Provided assistance to agents regarding caller’s concerns and handled escalation issues.
 Improved agent call processing skills to exceed client expectations for productivity, service and quality.
 Improved agent morale by creating and maintaining a winning environment that contributes to agent
satisfaction, productivity and commitment to the company.

Infinit-O Contact Center (January 2015 to October 2015)

Technical Support Representative – Philips
 Supported NA customers over the phone and providing excellent customer service.
 Provided logical troubleshooting guides and walkthroughs for all Philips product.
 Offered Value Added Services to maximize customers’ needs in regard with Philips Product.
 Provided answers to clients by identifying problems; researching answers; guiding client through corrective
 Improved client references by writing and maintaining documentation.
 Participated in development of client training programs by identifying learning issues; recommending
instructional language.
 Accommodated client disabilities by recommending devices and techniques.
 Avoided legal challenges by monitoring compliance with service agreements.
 Improved system performance by identifying problems; recommending changes.
SysGen RPO

 Updated job knowledge by participating in educational opportunities; maintaining personal networks .

Citi Business Processing Solution (August 2013 to September 2014)

Customer Solutions Officer / Apprentice Unit Manager
 Made sure that consumers are having an outstanding banking experience.
 Worked on resolving issues for banking customers.
 Provided real time assistance to agents in using appropriate tools, policies and procedures.
 Scrubbed invalid tickets and escalation in order to decrease margin of error.
 Observed agents’ system navigation and tool compliance to provide feedback for better call handling behaviors.
 Received, analyses and resolves customers’ and escalations.

Eperformax Contact Center (April 2011 to August 2013)

Customer Service Representative – Target Financial

 Opened and maintained customer accounts by recording account information
 Resolved product or service problems by clarifying the customer's complaint; determining the cause of the
problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution
 Maintained financial accounts by processing customer adjustments
 Recommended potential products or services to management by collecting customer information and analyzing
customer needs
 Prepared product or service reports by collecting and analyzing customer information
 Contributed to team effort by accomplishing related results as needed
 Managed large amounts of incoming calls
 Generated sales leads
 Identified and assess customers’ needs to achieve satisfaction
 Built sustainable relationships of trust through open and interactive communication
 Provided accurate, valid and complete information by using the right methods/tools
 Met personal/team sales targets and call handling quotas
 Handled complaints, provide appropriate solutions and alternatives within the time limits and follow up to
 Kept records of customer interactions, process customer accounts and file documents
 Followed communication procedures, guidelines and policies
 Went the extra mile to engage customers

Teleperformance Inc. (January 2010 to September 2010)

Technical Support Representative – Bigpond

 Delivered service and support to end-users using and operating automated call distribution phone software, via
remote connection or over the Internet;
 Interacted with customers to provide and process information in response to inquiries, concerns, and requests
about products and services;
 Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms;
 Diagnosed and resolve technical hardware and software issues involving internet connectivity, email clients,
IPTV, VOIP and more;
 Researched required information using available resources;
 Followed standard processes and procedures;
SysGen RPO

 Identified and escalate priority issues per Client specifications;
 Redirected problems to appropriate resource;
 Accurately processed and recorded call transactions using a computer and designated tracking software;
 Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
 Organized ideas and communicate oral messages appropriate to listeners and situations;
 Followed up and made scheduled call backs to customers where necessary;
 Stayed current with system information, changes and updates

 Recruitment Process Outsourcing (RPO), US Recruiting, Staffing, Human Resource, Talent Acquisition, Training
Design & Delivery, Learning Development, Employee Development, Performance Development & Management,
Project Management, Client Management, Reports Generation, Coaching & Mentoring, Sourcing, Networking,
and Customer Service.


 Front-end recruiting
 IT/Non-IT recruiting
 Active and passive sourcing
 Initial assessment & phone prescreening
 Resume formatting


 Microsoft Office
 Microsoft Excel
 Microsoft Word
 Microsoft PowerPoint


BS in Hotel & Restaurant Management

Institute of Creative Computer and Technology(ICCT)
Cainta Rizal, Philippines