Marc Joseph P.

With 14 years in BPO operations, I've built my career on one principle: don't just manage the process, improve it, then raise the standard. I've led global teams across customer escalations, social media community management, order support, and back-office operations for a globally recognized premium brand, covering North America, Europe, New Zealand, and Australia simultaneously. I was recognized as Best Team Leader of Operations across all HGS Philippines accounts for FY2025, proving that managing a process is standard, but evolving it is leadership. Whether it's resolving high-stakes escalations, moderating brand-sensitive communities, coaching a team, or building SOPs that eliminate recurring bottlenecks, I bring the same standard: identify the gap, fix the process, raise the bar. Tools: Salesforce, Sprinklr, Jira, SAP, Oracle, Google Workspace, Microsoft Office, Slack, Zoom.