مارك ليستر نالوز

Director of Operations في Good Egg BPO Consulting Services

• الفلبين
• يناير 2023 إلى يناير 2023

Increased client satisfaction resulting to new bookkeeping and data entry services closed deals with US merchant partners Increased the headcount from 100 to 300 to support the growth of new clients and growing clients. Grew profit by 200% through additional services not captured in Service Agreements and other billable items by capturing other productive tasks and services. Author of the HR Employee Handbook Took charge of talent acquisition and hiring. Reduced attrition rate from 18% down to 5%. Built a new backend function to support growing business which are called International Operations Unit &US Client Services. Spearheaded such as Quality Assurance Team, Productivity/SLA Tracker, Internal Ticketing System, Performance Dashboard, Performance Improvement Plan Program, Communications Workshops, Leadership Training, Weekly, Monthly and Quarterly Business Review templates, Attendance Tracking System, Capacity Plan Dashboard, and Candidate Tracking Tool. Slashed comp & ben cost by 20% by onboarding a new HMO provider with less commercial rate but more benefits and coverage.