MARK CHRISTOPHER L. LUCERO
Guadalupe Nuevo, Makati City,Philippines
Summary
Customer-focused professional with experience in optimizing talent channels to streamline recruitment processes. With technical support and human resources, skilled in resolving complex issues, managing customer accounts, and improving service efficiency. Known for achieving high customer satisfaction scores, meeting performance metrics, and supporting operational excellence. Adept at balancing empathy with problem-solving to deliver exceptional client experiences aligned with organizational goals.
Overview
2
2
Languages
3
3
years of professional experience
Work History
Sr. Associate – Talent Operation
Sutherland Global Services Philippines, Inc.
10.2025 - Current
- Oversee high- volume phone screening for Sutherland applicants across multiple sites.
- Achieved 100-150 initial phone screening with job candidates and documented responses accurately in Applicant Tracking System.
- Processed 40 -50 interview schedule as daily endorsement.
- Assisted, managed and refined 3 recruitment pipelines: Online, Employee Referral and Hiring Consultant.
Technical Support Customer Expert I
Teleperformance Philippines
02.2025 - 09.2025
- Resolved 50+ customer cases daily involving account setup, troubleshooting, and feature guidance for Samsung applications and devices.
- Achieved 95%+ customer satisfaction (CSAT) scores by providing clear, empathetic, and step-by-step support.
- Consistently met first call resolution (FCR) targets, reducing repeat contacts and improving operational efficiency.
- Documented cases in CRM with 100% accuracy, supporting reporting and service quality audits.
SK Chairperson
Barangay Tampugo, Tagudin, Ilocos Sur
Tagudin, Ilocos Sur
11.2023 - 11.2024
- Spearheaded 5+ youth programs on education, health, and civic engagement impacting 200+ community members.
- Managed council budgets and project implementation with 100% accountability and transparency.
- Partnered with LGUs and NGOs to mobilize resources and sponsorships, expanding program reach.
HR Intern
Department of Environment and Natural Resources (DENR), Ilocos Sur
04.2023 - 06.2024
- Organized and maintained 100+ employee records and HR files, ensuring compliance with government standards and improving document retrieval efficiency by 30%.
- Supported recruitment by screening 100+ applicant resumes and coordinating 20+ interview schedules, helping hiring managers streamline the talent acquisition process.
- Processed 50+ payroll with 100% accuracy, reducing delays and ensuring on-time employee compensation.
- Delivered consistent clerical and administrative support, contributing to smooth daily HR operations and boosting overall team productivity
Education
BS in Business Administration - Major in HR Development Management
Ilocos Sur Polytechnic State College
Ilocos Sur01-2024
Skills
- Recruitment Process Optimization
- Applicant Tracking Systems (ATS tools)
- Initial Screening & Assessment
- Database Management
- Communication & Active Listening
- Process Improvement & Workflow Efficiency
- Leadership skills
Languages
English
Proficient
C2
Filipino
Proficient
C2
CHARACTER REFERENCES
- Bea Lorraine P. Dampios, Sr. Associate –Talent Operation
SUTHERLAND GLOBAL SERVICES
+63 998 372 1391
dampiosbealorraine@gmail.com, Philippines
- Leanne Marie Canlas, Administrative Associate
TELEPERFORMANCE PHILIPPINES
+63 995 043 9580
leannemariecanlas@gmail.com
- Jyan A. Beligan, HR Focal Person
DENR CENRO Tagudin
+63 905 653 5579
Timeline
Sr. Associate – Talent Operation
Sutherland Global Services Philippines, Inc.
10.2025 - Current
Technical Support Customer Expert I
Teleperformance Philippines
02.2025 - 09.2025
SK Chairperson
Barangay Tampugo, Tagudin, Ilocos Sur
11.2023 - 11.2024
HR Intern
Department of Environment and Natural Resources (DENR), Ilocos Sur
04.2023 - 06.2024
BS in Business Administration - Major in HR Development Management
Ilocos Sur Polytechnic State College