Mark Ivanne Jay Miras
@markivannejaymiras
I lead customer operations teams that improve CSAT, SLAs, and efficiency.
PhilippinesWhat I'm looking for
I've led customer service and operations teams at ProjectDen, Cosmetic Mall, and ClearPoint Realty, improving service delivery, coaching agents, and strengthening daily workflows.
At Cosmetic Mall, I raised CSAT from 82% to 94% across Amazon, eBay, and Walmart operations and reduced average call handle time by 18%. At ProjectDen, I cut operational costs by 15%, maintained 95%+ service-level attainment, and supported a 50+ agent organization.
Across BPO, e-commerce, real estate, and travel services, I've trained more than 100 support agents, built SOPs, managed SLA frameworks, and handled complex customer escalations using CRM, Google Workspace, Sabre, and Amadeus.
Experience
Work history, roles, and key accomplishments
Operations Manager
ProjectDen
Jul 2023 - Aug 2026 (3 years 1 month)
Reduced operational costs by 15% through vendor contract renegotiations and workflow automation. Managed scheduling, SLA frameworks, and daily operations for a 50+ agent customer service organization.
Education
Degrees, certifications, and relevant coursework
System Technology Institute
Diploma, Information Technology
2006 - 2008
Diploma in Information Technology from System Technology Institute from 2006 to 2008.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Website
mijm.kimi.pageSalary expectations
Social media
Job categories
Skills
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