Mark Jefferson Martin

Dedicated and customer-centric leader with proven experience in managing high-performing teams, driving operational efficiency, and delivering exceptional customer experiences. Aiming to contribute strong leadership, problem-solving, and process improvement skills to support organizational growth and service excellence.

Operations Manager - Tiktok Account at Alorica Inc. (2024-10 – 2026-07)

• Serve as the primary point of contact for clients regarding operational performance.
• Conduct business reviews and present performance metrics.
• Manage client expectations and ensure contractual commitments are achieved.
• Collaborate with cross-functional teams to resolve operational issues.
• Lead, coach, and develop Team Leaders and frontline employees.

Team Leader (Health Care Account - WellCare/Centene) at The Results Companies Inc. (2020-10 – 2022-06)

• Handling Chat and inbound Support
• Lead, motivate, and manage a team of customer service representatives or associates.
• Conduct regular coaching, feedback, and performance discussions.
• Support employee development through training and mentoring.
• Foster a positive and productive work environment.

Member Escalation Team and CSR (inbound and Outbound) at The Results Companies Inc. (2018-10 – 2022-10)

Health Care Account - WellCare/Centene

• Handle complex customer concerns and escalations that cannot be resolved by frontline agents.
• Investigate issues thoroughly and provide timely resolutions.
• Ensure escalated cases are managed according to company policies and client requirements.
• Communicate effectively with customers regarding case status, updates, and resolutions.

Assistant Store Manager at Tutti Cafe - Saudi Arabia (2016-06 – 2018-08)

• Implementing promotions, seasonal launches and visual merchandising
• Monitor Inventory, Place orders, Track wastes and minimize shrinkage
• Oversee daily operations

OIC/Sales Representative at Bio Crest Pharmaceuticals (2012-09 – 2014-07)

• Customer Engagement and Selling
• Hit daily/weekly/monthly sales quotas, average transaction values
• Product and market knowledge

Territorial Manager at Cosmic Technology - Cherry Mobile (2009-02 – 2012-08)

• Build trust with Doctors, Pharmacist, Hospital admins and formulary committees
• Launch new products, run campaigns and adjust tactics based on local trends and competitor moves
• Set and achieve territory sales targets, market sales and growth goals

Bachelor of Science in Pharmacy – San Beda College (Main Campus) (2000 – 2004)

Bachelor of Science in Entrepreneurship – Don Bosco Technical College (2008 – 2012)