Open to opportunities

Marc Padilla

@marcpadilla

Operations Team Leader with 14 years driving global customer escalation resolution and social community support for premium brands.

Philippines

Message

What I'm looking for

I’m looking for an operations leadership role where I can own customer escalation performance, strengthen SOP-driven workflows, and lead teams that protect brand trust—while expanding coaching and cross-functional improvements across global support channels.

I’m a 14-year BPO veteran and operations team leader known for managing global-scale customer escalations, social media community management, and cross-functional operations for a globally recognized premium audio brand. I led a 22–23 person team across North America, Europe, New Zealand, and Australia, handling 42,000+ annual B2B/B2C escalations with consistent 24–48 hour turnaround.

I’m engineering-trained and systems-minded, so I focus on durable process improvements—building and deploying SOPs that eliminated recurring escalation bottlenecks across order management, finance, and logistics. I also coach teams using structured frameworks, moderate public-facing brand tone across platforms, and earned HGS Philippines Best Team Leader of Operations in 2025 across all company accounts and sites.

Experience

Work history, roles, and key accomplishments

Operations Team Leader

Hinduja Global Solutions

Jan 2022 - Present (4 years 5 months)

Led a 22–23 person operations team for the Bose account, resolving 42,000+ B2B/B2C escalations annually across back-office order escalations, sales chat, SMS, and social media moderation with a consistent 24–48 hour turnaround. Built SOPs to eliminate recurring escalation bottlenecks and was recognized as HGS Philippines Best Team Leader of Operations (Oct 2025).

Customer Escalation Management Social Media Community Management SOP Development Back Office Operations Escalation Management Salesforce CRM Sprinklr

Senior Technical Support

Hinduja Global Solutions

Jan 2016 - Present (10 years 5 months)

Served as a Subject Matter Expert handling complex phone and DSL escalations beyond frontline capacity while mentoring new hires through troubleshooting workflows and escalation protocols. Acted as a peer-assist escalation resource and monitored KPIs to maintain resolution quality.

Technical Support Escalations Phone Support KPIs Side By Side Floor Support Performance Evaluation Jira

Billing and Sales Representative

Hinduja Global Solutions

Jan 2012 - Present (14 years 5 months)

Managed inbound billing inquiries and account concerns for US-based AT&T customers, resolving issues accurately and efficiently while supporting retention through consultative product recommendations and upselling.

Billing Support Customer Service Account Resolution Consultative Selling Upselling