Open to opportunities

Mark Alvin Lapuz

@markalvinlapuz

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Experienced workforce management and contact center leader driving operational excellence and data-driven staffing.

Philippines

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What I'm looking for

I seek a WFM or contact center operations role where I can apply real-time analytics, improve SLAs, and collaborate cross-functionally to scale service excellence and operational efficiency.

I am a workforce management professional and contact center leader with extensive experience optimizing multichannel capacity (voice, chat, email), intraday operations, and KPI performance for global clients like Shopify. I deliver real-time monitoring, forecasting support, WFM tool proficiency (NICE IEX, Athena, Beacon, Zendesk, Amazon Connect, Excel), and operational improvements that sustain service consistency and reduce shrinkage.

My background includes technical merchant support, team leadership in ecommerce and BPO environments, and architectural project management experience earlier in my career. I collaborate cross-functionally with operations, QA, training, finance, and delivery teams to convert forecasts into practical staffing strategies, escalate service-impacting issues, and implement process improvements that enhance customer experience.

Experience

Work history, roles, and key accomplishments

Current

Real Time Analyst

Current

TaskUs Clark – LizardBear Tasking Inc.

Nov 2022 - Present (3 years 1 month)

Monitored multichannel queues and agent activities in real time, optimized intraday staffing and schedules to sustain service levels, and generated hourly/mid-shift/end-of-day reports to reduce SLA risk and improve operational consistency.

Workforce Management Athena Zendesk Capacity Planning Data Analysis

Advisor 1 Technical Support

Concentrix CVG Philippines

Jan 2022 - Oct 2022 (9 months)

Delivered technical support to DIRECTV customers across channels, troubleshooting receiver and connectivity issues, resolving complaints to meet quality standards and reducing repeat inquiries through customer education.

Technical Support Troubleshooting Customer Service Chat Support Escalation Management

Support Team Lead

Bomba Wear LLC

Dec 2020 - Jan 2022 (1 year 1 month)

Led an e-commerce support team handling orders, returns, product listings and customer inquiries across email, chat and social media while coordinating stock updates and process improvements to support online sales.

Team Leadership Shopify CRM Order Management Returns Processing

Architect / Project Manager

Lavin Design and Build Co.

Nov 2004 - Jan 2022 (17 years 2 months)

Led preparation of CAD/REVIT drawings, managed permit processes and coordinated FF&E and contractor installations to deliver interior and architectural projects on schedule and within budget.

CAD Revit Project Management FF&E Coordination Site Supervision Permits BIM

Architect

Naga Architects, Engineers, Designers and Planners

Feb 2017 - Dec 2018 (1 year 10 months)

Produced architectural and interior design drawings, managed project documentation and coordinated with clients and contractors to ensure designs met functional and budgetary requirements.

Architectural Design CAD Documentation Cost Analysis

Production Manager

Canar Decor Factory LLC

Oct 2011 - Feb 2017 (5 years 4 months)

Oversaw production workflows, managed schedules and quality control for furniture/decor manufacturing to meet delivery timelines and maintain product standards.

Production Management Scheduling Quality Control

Head Designer / Project Coordinator

Al Mashrabia Furniture Industry LLC

Oct 2008 - Jul 2010 (1 year 9 months)

Led design development and project coordination for furniture projects, managed client requirements, materials selection and installation oversight to ensure successful project delivery.

Design Leadership Project Coordination material selection Client Management Installation Supervision

Architectural Assistant

Architects Team 3 Pte. Ltd.

Jul 2007 - Sep 2008 (1 year 2 months)

Supported architectural design tasks, prepared drawings and coordinated project details to assist senior architects in delivering design and documentation packages.

CAD Drafting Documentation

Team Leader

Cyber City Teleservices Ltd

Oct 2003 - Jul 2004 (9 months)

Managed queue distribution and intraday staffing to meet SLAs, monitored ACD and occupancy, escalated incidents, and coordinated with WFM, QA and training to sustain agent readiness and performance.

Intraday Monitoring ACD SLA Reporting

Technical Merchant Support

Shopify

Provided technical support and troubleshooting for merchants and partners via chat and email, resolving storefront, payment and app integration issues and advising on optimizations to improve store performance and merchant satisfaction.