This document provides a summary of Mark Adrian R Morelos' resume. It includes his contact information, career overview highlighting his core strengths and accomplishments. It then details his work experience as a Manager of Contact Center Operations and Organizational Development at Convergys Philippines from 2008 to 2016. It lists his educational background and languages. Finally, it provides references from previous supervisors and directors.

1. MARK ADRIAN R MORELOS
2267 Farley St, Castro Valley, California 94546
Cell: (510)935-8985
makoimorelos@gmail.com
A strong position in customer relations geared towards internal and external publics in a service industry where
communication skills, pleasant attitude, people management, and creative dynamism are assets.
Strong organizational skills
Active listening skills
Energetic work attitude
Customer experience expert
Adaptive team player
Talent development
Strong analytical skills
Microsoft Excel
Microsoft PowerPoint
Time management
Employee engagement
Metric management
Customer Experience Champion
Supported the Customer Contact site in improving Customer Experience as a metric thru analysis, action planning
and implementation
Kaizen Ambassador
Was awarded by Convergys Philippines for outstanding effort on designing MIB (Make It Better) project and
implementation across the site
Top Cluster Head
Consistency in top quartile performance managing 120 headcount of associates and 7 team leaders, performing
with balanced end-result on scorecards
Reporting and Analytical Expert
Person of choice in data mining, statistics, interpretation, analysis and trending.
Employee Engagement Champion
Consistent implementation of rewards and recognition for performance that are exceeding expectations
Performance Management
Designing and implementing processes that will support mid-low performing associcates
HR Competency Based Trained
Designing competencies for organizational movements, training done in Ateneo de Manila University
Continuous Improvement Management System Trained
Training by DIRECTV in overall improvement of current processes in performance
02/2015
08/2015 to 03/2016
CONVERGYS PHILIPPINES SERVICES CORPORATION
Manila
Manager, Contact Center Operations
Supported PayPal program
Point of Contact for Program Financial Management (Procurement)
Point of Contact for NPS reporting and trending
Analyze performance results and implement department improvements.
Plan for upcoming organizational needs and implement strategies in a proactive manner.
CAREER OVERVIEW
CORE STRENGTHS
ACCOMPLISHMENTS
WORK EXPERIENCE

2. Analyze and maintain all Client Service Level Agreements.
Ensure department operates efficiently according to client and company measures.
Maintain understanding of client specific training.
Resolve escalated customer complaints.
Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the
department.
Work with support departments to ensure staffing strategies are effectively executed.
Achievement of budgetary measurements.
Maximize revenue generated efficiency.
Support long and short term financial projections.
Responsible for expense management.
Support the data collection for billing process, including ISRS, billable/non-billable hours.
Development, maintenance and testing of the project's business continuity plan.
Responsible for selecting, training, developing, and managing performance of professional and non-exempt
direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning
work for staff in accordance with the organization's policies and applicable legal requirements.
05/2011 to 05/2015
CONVERGYS PHILS SERVICES CORP
Muntinlupa
Manager, Contact Center Operations
NPS POC, provide statistical analysis, goal computation and results projections, recommend actions and
formulate preventive and cure plans for Customer Experience impacting measures Analyze performance results
and implement department improvements.
Talent Development POC, identify high potential talents and implement projects in preparing talents for the next
role based on profile
Plan for upcoming organizational needs and implement strategies in a proactive manner.
Analyze and maintain all Client Service Level Agreements.
Ensure department operates efficiently according to client and company measures.
Maintain understanding of client specific training.
Resolve escalated customer complaints.
Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the
department.
Work with support departments to ensure staffing strategies are effectively executed.
Achievement of budgetary measurements.
Maximize revenue generated efficiency.
Support long and short term financial projections.
Responsible for expense management.
Support the data collection for billing process, including ISRS, billable/non-billable hours.
Development, maintenance and testing of the project's business continuity plan.
Responsible for selecting, training, developing, and managing performance of professional and non-exempt
direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning
work for staff in accordance with the organization's policies and applicable legal requirements.
08/2010 to 04/2011
CONVERGYS PHILIPPINES SERVICES CORPORATION
Makati City
Manager, Organizational Development (HR)
In-charge for Organizational Development and Talent Management for 3 of the company's sites.
Conduct systematic needs assessments to identify and assess organization wide learning and/or program needs
related to their discipline or function.
Identify gaps for learning opportunities and communicate program or service design recommendations based
upon assessment results.
Create solutions to address organizational needs and recommend learning and service interventions.
Design and develop OD programs and services related to management & leadership development, performance
management, talent management, and technical training.¿¿ Develop communication and other plans that support
implementation and success of program changes.
Facilitate systematic planning processs by managing projects, including establishing objectives and outcomes,
developing work plans and schedules and analyzing and mitigating risk.
Build relationships with business and resource unit leaders and employees.

3. Develop an internal and external network with others to assist with testing of OD programs and services as well as
maintaining a current understanding of OD trends and best practices.
11/2010 to 11/2010
07/2010 to 08/2010
ATENEO CORD, ATENEO DE MANILA UNIVERSITY
Quezon City Makati
09/2009 to 08/2010
CONVERGYS PHILIPPINES SERVICES CORPORATION
Quezon City
Senior Team Leader
Contact Center Operations Program Site Kaizen Ambassador Credit Metric Champion Cluster Head for
Transition New Hire agents and Coaches Effectively lead team members who have diverse backgrounds and
temperaments, while demonstrating a genuine interest in team members, maintaining open lines of
communication with team members and being an advocate for team members.
Coaches team members on their performance on a regular basis.
Writes and delivers bi-annual performance appraisals.
Mentor Team Leaders at the Associate and Intern level in the preparation of performance appraisals and
delivery of feedback.
Communicate positive as well as negative feedback, seamlessly adapting diverse coaching styles depending on
the situation and audience, providing feedback that is specific and constructive and encouraging all team
members in incremental performance improvement.
Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged
through to resolution.
Strengthen relationships within the supporting business units to help resolve issues related to team members, e.g.,
Human Resources, WFM, Quality, etc.
Through coaching, ensure Agent metrics are continuously improved, i.e., PTV, Schedule Adherence,
Attendance.
Has end-to-end ownership of employee issues that require liaison with others and identifies root causes.
Consistently use and promote Company recognition programs, develop, implement and promote performance
incentives.
Meet or exceed all deadlines for reporting.
Proactively identify obstacles and design practical and sound solutions to reach business goals.
Serve as expert at analyzing trends and leading teams in the creation of action plans that determine a solution.
Demonstrate teamwork by supporting and mentoring Team Leaders and assisting Operations Managers.
Demonstrate the Convergys culture by leading through example in both behavior and attitude.
Expertly uses business standard oral and written communication skills on a daily basis.
Using expert communication skills participates in recruiting efforts, leads/attends calibration sessions, participates
in conference calls, etc.
Act as a change agent and demonstrates flexibility by working varying shifts and providing leadership during
unanticipated events.
Provide guidance on transportation issues where present.
Take on additional duties on project and site committees while maintaining daily duties.
Be proficient at leading Continuous Improvement initiatives.
Through training and development is exposed to the duties and responsibilities of the Operations Manager for
purposes of succession planning.
Maintain phone skills while applying knowledge to day-to-day project experiences.
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and
attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal
of work group(s) in accordance with the organization's policies and applicable legal requirements.
11/2008 to 09/2009
CONVERGYS PHILS SERVICES CORP
Quezon City
Team Leader, New Hire Agents and Coaches
Coordinates from Training Department to Service Level Team to prepare for new hire agents production
necessities, schedule and log ins Create, device and improve modules for refreshers from Product Specific and
regular program updates Conduct triad coaching session with Transition Coaches and New Hires to monitor
performance, perform deepdive analysis and create action plans for improved production performance of new
hires and coaching performance of transition coaches Ensure all training needs of both new hires and transition

4. coaches are met3 Communicate all process and client changes to direct reports within specific timeliness
Communicate with Operations Management the reports on New Hires performance Create trackers and reports
for consistent performance management and evaluation Responsible for day-to-day functional supervision of
non-exempt work group, including work assignment and attendance monitoring; providing input into selecting,
training, developing, and completing performance appraisal of work group(s) in accordance wit the organization's
policies and applicable legal requirements.
Introduces and endorses new hire to Operations Team Leaders and Managers Coordinates back with Training to
provide feedback on new hires performance to measure level of improvement from training Continous
improvement for New Hire and Transition Performance and Processes Facilitates Quality, CSAT and Credit
Calibration Sessions to Coaches and New Hire.
02/2007 to 11/2008
CONVERGYS PHILS SERVICES CORP
Quezon City
Team Leader, Contact Center Operations
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance
management techniques.
Monitor and take action on time keeping, personnel and payroll issues.
Conduct performance appraisal annually.
Review company compliance documents as required.
Be responsible for staffing and hiring.
Maintain current employee records on direct reports.
Review CMS statistics on a daily basis and provide constructive feedback.
Provide subject matter expertise.
Ensure training needs of subordinates are met.
Modify Operations as needed to meet service level agreements under supervision of Operations Manager
Successfully complete all client related training.
Resolve escalated customer issues.
Hold team meetings on regular basis with direct reports.
Communicate all process and client changes to direct reports within specific timeliness Promote the use of all
center communication tools.
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and
attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal
of work group(s) in accordance wit the organization's policies and applicable legal requirements.
06/2006 to 02/2007
CONVERGYS PHILS SERVICES CORP
Quezon City
Quality Specialist
Monitor calls of agents to identify areas of improvement and strong points for the Quality and Customer
Satisfaction Perspective.
Provide feedbacks and performance coaching to help agent maximize performance in providing Quality Service
and Customer Satisfaction.
09/2005 to 06/2006
CONVERGYS PHILS SERVICES CORP
Quezon City
Customer Service Representative
Provide customer service by assisting them on their billing, product, programming information and pricing
concerns.
Enhance product knowledge by utilizing system tools to guarantee Quality Service and Customer Satisfaction.
TRAININGS ATTENDED.
1998HIGH SCHOOL DIPLOMA
Quezon City Academy, Quezon City
BACHELOR OF SCIENCE: COMPUTER SCIENCE
Computronix College, Dagupan City, Pangasinan
BACHELOR OF SCIENCE: NURSING
Lyceum Northwestern University, Dagupan City, Pangasinan
EDUCATIONAL BACKGROUND

5. ASSOCIATE OF SCIENCE: COMPUTER SCIENCE
AMA Computer Learning Center, Alaminos City, Pangasinan
Fluent in English and Filipino written and oral communication.
Nicknamed Makoi, born August 14, 1981, 5'5" in height, 100 lbs., single. In excellent health with no physical limitations.
Enjoys swimming, watching movies, music, shopping, and hanging out with friends. Likes to be challenged with a job
that provides variety. Possesses a cheerful disposition and enjoys being with people. Works well in groups but is just as
effective working alone. Considered a responsible and conscientious worker. Will continue higher education as time and
resources permit.
October 2007 Best Quality Specialist
September 2008 Top Team Leader
October 2008 TopTeam Leader
November 2008 Top Team Leader
Q1 2010 Recognized Credit Metric Champion across all Sites & Vendors
Q2 2010 Recognized Credit Metric Champion across all Sites & Vendors November 2010
Best Kaizen Ambassador - Convergys Philippines
2014 Consistent Top Quartile Ranking Performance (Cluster)
2014 Rated as Quality Performance Contributor for Operations Manager Level
Computer literate; able to operate office and call center-specific equipment and reporting tools. Sharepoint
administration and expertise in MS Excel operations. Knowledge in QuickBooks application. Counseling, coaching,
feedbacking, motivating, appraising, program & project management, trend analysis.
Jonas Roxas Site Director, Convergys Phils Services Corp Muntinlupa, Alabang
Elmer Valoria Site Director, Convergys Phils Services Corp MDC Eastwood, Libis, Quezon City
Gagan Mehta Senior Director, Operations, Convergys Phils Services Corp Muntinlupa, Alabang
LANGUAGES
INTERESTS
AWARDS & RECOGNITION
SKILLS
REFERENCES