Mark Rey Roldan

Results-driven Associate Manager with over 7 years of leadership experience in the Business Process Outsourcing (BPO) and customer service industry. Proven ability to lead high-performing teams, drive operational excellence, improve customer satisfaction, and consistently achieve key performance indicators (KPIs) and service level agreements (SLAs). Skilled in people management, coaching, performance improvement, stakeholder communication, workforce planning, and process optimization.

A collaborative leader committed to developing talent, enhancing operational efficiency, and delivering exceptional business results.

Associate Manager – Service Delivery (T-Mobile for Business) - Sutherland Global Services - Tarlac City, Philippines

(2019-09 - 2026-06)

• Led and managed daily operations of a customer service team, ensuring consistent achievement of operational goals, KPIs, and service level agreements.
• Supervised, coached, and mentored team members to improve performance, enhance productivity, and support career development.
• Conducted regular performance evaluations, one-on-one coaching sessions, and development planning to drive continuous improvement.
• Fostered a positive and collaborative work environment that encouraged employee engagement, accountability, and teamwork.
• Managed employee relations by addressing performance concerns, resolving workplace conflicts, and implementing corrective actions when necessary.
• Monitored operational metrics and analyzed performance trends to identify opportunities for process improvement and increased efficiency.
• Developed and implemented action plans to improve productivity, quality, and customer satisfaction.
• Ensured compliance with company policies, operational procedures, and quality standards.
• Collaborated with cross-functional departments to resolve operational challenges and improve customer experience.
• Managed staffing requirements and resource allocation to ensure optimal workforce coverage.
• Handled customer escalations and ensured timely resolution of complex service issues.
• Prepared operational reports and presented performance updates, trends, and recommendations to senior management.
• Facilitated team meetings, coaching sessions, and knowledge-sharing activities to promote communication and continuous learning.

Barista / Bartender / Commis Chef - Capri Juice - Al Ain, Abu Dhabi, United Arab Emirates

(2018-06 - 2018-12)

• Delivered exceptional customer service while preparing and serving high-quality beverages and food items.
• Maintained cleanliness, food safety, and hygiene standards in accordance with company policies.
• Assisted in inventory monitoring and ensured product availability during operating hours.
• Worked efficiently in a fast-paced environment while maintaining service quality and customer satisfaction.

Captain Waiter / Captain Barista - Dawaaq Café - Al Ain, Abu Dhabi, United Arab Emirates

(2017-06 - 2018-02)

• Supervised daily front-of-house operations and coordinated service staff to ensure smooth restaurant operations.
• Provided leadership and on-the-job coaching to team members.
• Ensured excellent customer service and addressed customer concerns promptly.
• Assisted in maintaining operational standards and quality service delivery.

Trainer / Team Leader / Bartender - Chili's Restaurant - Al Ain, Abu Dhabi, United Arab Emirates

(2016-05 - 2017-03)

• Trained newly hired employees on customer service standards, restaurant procedures, and operational policies.
• Led shift operations and supported daily restaurant activities to ensure efficient workflow.
• Assisted management in maintaining service quality and operational consistency.
• Provided excellent customer service while preparing beverages and supporting restaurant operations.

Machine Operator - Sino-American Silicon Products Inc. - Chunan, Taiwan

(2011-02 - 2012-02)

• Operated manufacturing equipment while ensuring compliance with production and quality standards.
• Conducted routine equipment inspections and reported operational issues.
• Maintained workplace safety and adhered to company manufacturing procedures.

Bio-Medical Technician - Bio-Medical Technology - Virgen Milagrosa University Foundation (2007 - 2009)