Mark-Philip Sace

To lead, succeed and contribute in a leadership post in an industry that will be utilizing my management, training, selling, and corporate communication skills which will encourage colleagues and subordinates to be fully engaged in providing superior customer experience in order to exceed targets and goals set by the company.

Insightful Leader with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations.

Talented figure-head with analytical approach to business planning and day-to-day problem-solving. Collaborative manager with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

• Fundamentals of Management, 01/2019
• Development at IPSOS, 11/2018
• Data Privacy, 11/2017
• Market Research Overview III: Understanding Consumers, Markets and Brands, 07/2017
• Market Research Overview II: World of Qualitative Studies, 07/2017
• Market Research Overview I: Introduction to Market Research, 07/2017
• Corporate Social Responsibility, 06/2017
• Security Awareness, 06/2017
• Discover IPSOS, 06/2017
• Managerial Development, 06/2016
• Convergys Leaders as Coaches 1&2, Unknown
• Financials, 01/2010
• Four Segments, 12/2009
• Building Interfunctional Relationships, 09/2009
• Goals and Goal Settings, 06/2009
• Generating Alternatives In Problem Solving, 02/2009
• Key Stages in Coaching, 01/2009
• Ethics & Privacy Compliance, 09/2008
• Team Leader Development II, 05/2008
• Metrics & Measures, 04/2008
• Call Management System, 04/2008
• Quality & Cust Satisfaction, 04/2008
• IEX, 05/2007
• Team Leader Development I, 01/2007
• ZenDesk, 05/2012
• Salesforce, 02/2012
• Monday Morning Leadership, 08/2011
• Situational Leadership, 03/2011
• Drive To Effective Leadership, 03/2011
• S.M.A.R.T.E.R Action Planning, 02/2011
• Effective Feedback, 02/2011
• Professional Training Skills, 09/2005
• CCMIS, 04/2004
• C.O.A.C.H. Training, 05/2004
• T.I.E.R. Training, 05/2004

• A versatile leader with vast experience in Service Delivery in a Business Process Outsourcing, Call Center Industry – Customer Service, Inbound and Outbound Campaigns Back Office, Research, Data Entry and e-Support.
• Introduced BPO approach metrics, KPIs, scheduling and appraisals for IPSOS for the first month into the company – restructured the department in just 1 month
• Created metrics for IPSOS customer service which was non-existent for the last 5 years. Created scorecards to measure performance for each individual. This has been implemented in all the IPSOS sites across the world, from Canada to UK to France to Spain.
• Implemented and executed CSAT for Customer Service with a very surprising result of 94.54% for August – first month of rating.
• Program Heading 32 different Lines of Business in Convergys, Dun & Bradstreet – a Financial Leader in Business Investigations, Credit Rating and Severe Risk Reporting.
• Maintained CSAT of above 90% for the past 3 years in Dun & Bradstreet. First call resolution was at 85% compared to the target of 65%. September 2016, we hit all time high of 98% CSAT.
• AHT was always below the target of 410 seconds, even with new hires. AHT was at 367 seconds for Inbound and 380 seconds for emails in Dun & Bradstreet.
• Revenue gained for the year 2016 amounting to $ 5,688,568 for the client
• Highest revenue for one line of business for on 2015 amounting to $473,949.80 for the client
• Mastered the use of Salesforce and initiated changes that can help the tool become more useful to CSRs and other department front liners.
• Introduced the Call Center / BPO approach to Lazada PH hiring, training and people development for one of the biggest e-commerce business in the Philippines for the Customer Service Department which brought a different kind of experience for the customers.
• Introduced, hired, implemented and executed Quality Assurance Specialist function to monitor quality of calls, e-mails and contacts with Customers. Increased Customer Satisfaction from 53% to 89% in a span of 2 months. By the end of 4 months, CSAT was at 93%.
• Created the process flow for the current operations in Lazada Philippines. From Order Verification to Sourcing to Inbound Logistics to Outbound Logistics. Implemented and executed successfully the “Recruitment to Retirement” approach to customer service – from order taking to delivery; and increased sales from an average of 25 orders per day to 500 orders per day.
• Spearheaded process enhancement and various module developments for Lazada Philippines. Completed end to end documentation process for Learning and Development for both Process and People Management; completed Customer Service manual and workbook.
• Streamlined process of Ensogo-Living Social PH for more efficient procedural flow
• Introduced a more detailed approach in Customer Service by bringing in the use of ACD and IVR that will allow to reach agent optimum level of performance.
• Brought the use of Salesforce to Ensogo which was a vital tool for maintaining service levels.