Marco Paulo Aban

Customer service, quality assurance, and support mentoring professionals with 10+ years of experience in BPO and contact center operations. Experienced in collections, technical support, telecommunications, retail support, inbound and outbound calls, chat quality evaluation, coaching, trainee onboarding, escalation handling, billing support, compliance awareness, KPI performance, and customer satisfaction. Recognized for improving advisor performance, supporting new hire development, and delivering clear customer solutions in fast-paced client environments.

Collection Support Agent - Infosys BPM - Clark, Pampanga

(2025-01 - 2026-01)

• Manage inbound and outbound collections calls for past-due auto loan and car loan accounts while maintaining professional customer communication.
• Negotiate payment arrangements, process account balances, and help customers restore accounts to current status.
• Provide accurate account information, resolve customer concerns, and meet internal KPI, compliance, and client service requirements.

Quality Coach / Support Mentor - Majorel / Teleperformance - Clark, Pampanga

(2021-07 - 2024-09)

• Evaluated chat interactions for customer service advisors to ensure adherence to quality assurance standards, client procedures, and communication guidelines.
• Conducted one-on-one coaching sessions, team huddles, and calibration discussions to improve quality scores, advisor performance, and customer experience.
• Mentored new trainees during onboarding and supported their first 30 days on the production floor through coaching, feedback, and process guidance.
• Assumed interim team support responsibilities when the Team Manager was unavailable, helping maintain workflow, advisor support, and service consistency.

Customer Service Agent, Retail Account - Concentrix - Clark, Pampanga

(2020-09 - 2021-03)

• Handled high-volume inbound inquiries from US customers experiencing order processing and logistical conflicts.
• De-escalated complex, high-friction scenarios using empathetic active listening and clear communication strategies.
• Maintained excellent satisfaction scores by ensuring a structured, timely solution for every digital order dispute.

Support Mentor, Telco Account - iQor Philippines - Clark, Pampanga

(2017-11 - 2020-08)

• Promoted to Support Mentor to facilitate peer skill mastery, sharing product knowledge and structural techniques for complex customer flows.
• Assisted multiple teams by identifying baseline areas of improvement and organizing targeted technical calibration huddles.

Customer Service Agent, Telco Account - Alorica - Clark, Pampanga

(2017-05 - 2017-11)

• Managed technical client billing inquiries, establishing strong customer rapport through empathetic conflict engagement.
• Applied active listening principles to untangle accounting discrepancies and secure long-term account retention.

Subject Matter Expert / Support Mentor, Retail Account - Sutherland Global Services - Tarlac City, Tarlac

(2014-08 - 2017-04)

• Handled tier-2 escalated voice calls and chats, authorizing account concessions and customer-facing compensation.
• Supervised general administrative team workloads and queues to directly support the Team Manager.
• Onboarded and mentored multiple new hire cohorts, supporting them heavily during initial post-training operational cycles.

Bachelor of Science in Business Administration - Human Resources Development Management - Central Institute of Technology Colleges (2009 - 2013)