Mark Neil Sto Tomas
Brunswick
Summary
Dedicated Disability Support Worker passionate about assisting individuals and families with personal care, household tasks, and administrative support, ensuring comfort and dignity.
Experienced Supervisor & Manager with 14+ years in the BPO industry, specializing in project management, business development, and operations leadership.
Overview
22
22
years of professional experience
Work History
Disability Support Worker
Beyond Support Care
10.2023 - Current
Provide personalized support to individuals with physical disabilities, promoting independence and well-being in their own homes.
Disability Support Worker
Peter Soemarko
03.2023 - Current
Provide personalized support to individuals with physical disabilities, promoting independence and well-being in their own homes.
Disability Support Worker
Sebastian Liapis
12.2022 - 07.2023
Provide personalized support to individuals with physical disabilities, promoting independence and well-being in their own homes.
Team Leader – Operations
Taskus
07.2021 - 05.2022
Lead and manage a team of 20 agents, overseeing coaching, process training, quality analysis, and performance management to drive operational excellence and employee development.
Team Leader – Operations
Concentrix (Formerly known as Convergys)
02.2016 - 01.2021
Lead and manage a team of 20 agents, overseeing coaching, process training, quality analysis, and performance management to drive operational excellence and employee development.
Operations Manager Trainee
Concentrix (Formerly known as Convergys)
10.2019 - 01.2020
Lead a business unit of 245 FTEs across three lines of business, including Training and Knowledge Management. Oversee site performance, staffing, operations, client relations, and employee engagement while driving strategic initiatives and business excellence.
Assistant Manager – Operations
Concentrix (Formerly known as IBM Global Process Services)
10.2012 - 02.2016
Lead and manage a team of 20 agents, overseeing coaching, process training, quality analysis, and performance management to drive operational excellence and employee development.
Quality Lead
Concentrix (Formerly known as IBM Global Process Services)
12.2010 - 10.2012
Monitor quality compliance, provide feedback, and collaborate with Operations to optimize metrics. Track and analyze client-defined performance trends to drive continuous improvement.
Lead Sales Compliance
Concentrix (Formerly known as IBM Global Process Services)
07.2010 - 12.2010
Monitor sales compliance, provide feedback, and collaborate with Operations to optimize metrics. Track and analyze client-defined performance trends to drive continuous improvement.
Lead Subject Matter Expert
Concentrix (Formerly known as IBM Global Process Services)
11.2009 - 07.2010
Provide floor support, escalate issues promptly, and supervise the team in the Team Leader’s absence.
Customer Care Specialist/Team Sales POC
Concentrix (Formerly known as IBM Global Process Services)
12.2007 - 11.2009
Inbound Telecommunications Hybrid Customer Care Specialist managing customer inquiries related to billing, payments, collections, sales, troubleshooting, and account service changes.
Senior Telemarketing Officer
Active Sales Marketing
06.2006 - 12.2007
Close deals with customers, prepare and organize application documents, and monitor the status of each application.
Unit Manager
Carta D’ Internazionale
05.2005 - 06.2006
Lead and manage a team of 20 agents, overseeing coaching, process training, quality analysis, and performance management to drive operational excellence and employee development.
Team Leader
Carta D’ Internazionale
04.2004 - 05.2005
Monitor sales compliance, provide feedback, and collaborate with Operations to optimize metrics. Track and analyze client-defined performance trends to drive continuous improvement.
Telemarketing Officer
Carta D’ Internazionale
04.2003 - 04.2004
Close deals with customers, prepare and organize application documents, and monitor the status of each application.
Education
Associate in Computer Technology
Tomas Claudio Memorial College
Rizal Province Philippines04-2003
Skills
Great Communicator
Empathetic and Patient
Organised and Reliable
Flexible and Adaptable
Positive Energy
Qualification
Certificate III in Individual Support - Ageing and Disability
NDIS Worker Screening Check
Full Driver's License
Reliable Car - Fully Insured
ABN Registered
Yellow Belt Six Sigma Training
Leadership and Management Training
Timeline
Disability Support Worker
Beyond Support Care
10.2023 - Current
Disability Support Worker
Peter Soemarko
03.2023 - Current
Disability Support Worker
Sebastian Liapis
12.2022 - 07.2023
Team Leader – Operations
Taskus
07.2021 - 05.2022
Operations Manager Trainee
Concentrix (Formerly known as Convergys)
10.2019 - 01.2020
Team Leader – Operations
Concentrix (Formerly known as Convergys)
02.2016 - 01.2021
Assistant Manager – Operations
Concentrix (Formerly known as IBM Global Process Services)
10.2012 - 02.2016
Quality Lead
Concentrix (Formerly known as IBM Global Process Services)
12.2010 - 10.2012
Lead Sales Compliance
Concentrix (Formerly known as IBM Global Process Services)
07.2010 - 12.2010
Lead Subject Matter Expert
Concentrix (Formerly known as IBM Global Process Services)
11.2009 - 07.2010
Customer Care Specialist/Team Sales POC
Concentrix (Formerly known as IBM Global Process Services)
12.2007 - 11.2009
Senior Telemarketing Officer
Active Sales Marketing
06.2006 - 12.2007
Unit Manager
Carta D’ Internazionale
05.2005 - 06.2006
Team Leader
Carta D’ Internazionale
04.2004 - 05.2005
Telemarketing Officer
Carta D’ Internazionale
04.2003 - 04.2004
Associate in Computer Technology
Tomas Claudio Memorial College
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