Marco Angelo Burgos, Copc
About Marco Angelo Burgos, Copc
Marco Angelo Burgos is a Senior Operations Manager at Asurion with over 20 years of experience in Workforce Management, Management Information Systems, and Operations in the Contact Center-BPO industry.
Current Position at Asurion
Marco Angelo Burgos currently holds the position of Senior Operations Manager at Asurion. His tenure began in 2021, and he is based in Iloilo, Western Visayas, Philippines, working in a hybrid capacity. His role involves overseeing operational aspects to ensure efficiency and effectiveness in service delivery.
Previous Roles in Workforce Management
Marco Angelo Burgos has extensive experience in Workforce Management (WFM) spanning over many years. He has served in significant roles such as Head WFM and Dialer, Omni Channels at Emirates NBD in Dubai, Head WFM-MIS at EXL in the Philippines, and as a WFM Senior CCO Analyst - Capacity Planner at Dell Philippines. His responsibilities included strategic planning and scheduling to optimize workforce efficiency.
Career at IQVIA
At IQVIA, Marco Angelo Burgos held the position of Associate Director - WFM from 2017 to 2018 and previously as Associate Director - Operations from 2015 to 2017. During his tenure, he managed critical operational functions, ensuring that workforce strategies aligned with organizational objectives, contributing significantly to the firm's performance in the National Capital Region, Philippines.
Educational Background
Marco Angelo Burgos completed his Bachelor of Science in Electrical, Electronics, and Communications Engineering from Eulogio 'Amang' Rodriguez Institute of Science and Technology, Manila, graduating in 1999. Prior to this, he studied Chemical Engineering at the University of Santo Tomas, completing two years of coursework from 1992 to 1994.
Achievements and Recognitions
Marco Angelo Burgos has received multiple recognitions throughout his career. He was awarded the top rank in The Contact Center Association of Malaysia (CCAM) for the Best Manager on a Support Team Category. Additionally, he represented Malaysia in the WORLD CONTACT CENTER AWARDS in the WFM category, held in Gold Coast, Australia and Las Vegas, USA. His contributions to Telekom Malaysia helped the company achieve high rankings in the APAC Region and globally.
Certifications and Expertise
Marco Angelo Burgos holds a Six Sigma Green Belt certification, signifying his expertise in process improvement and quality management. His career spans over 20 years in managing Workforce Management (WFM), Management Information Systems (MIS), and Operations in the Contact Center-BPO industry, both in the Philippines and internationally.