Experience

• 

  FullSuite

  • Head of Operations

    • Apr 2024 - Present

    Ensures over-all workflow efficiency for both Finance and Business Operations Department.

• 

  Foundever

  • Quality Assurance

    • Jul 2019 - Apr 2024

    A support role that mainly focuses on ensuring that our North America account (handled accounts from financial, retail and insurance industries) meets the quality monitoring goal set by the client. * Used an internal monitoring system that evaluates north american agents that can collate and keep track of both individual and team performances.* Performs real time and historical call, chat and email monitoring that provides trend data to the operations team in a timely manner.* Facilitates both internal and client weekly calibration sessions.* Conducts weekly Quality Report/Discussions with the Operations Team Leads for relevant Performance Updates and Stats.* Conducts Focused Quality Coaching Sessions as requested by the operations team.* Coordinates with the Training team in facilitating QA Orientations/Activities for Newly Hired Agents.

• 

  Offshore Concept Consulting,Inc.

  • Baguio/Manila

  • Operations Director/Managing Partner

    • May 2017 - Jun 2019
    • Baguio/Manila

    Client Service Director = Acts as a liaison officer between the client and the company in regards to the services being provided to the client. Resolves service issues and escalates concerns to team/s involved as deemed necessary and in a timely manner. Ensures that process deadlines and due dates are met at all times.Managing Partner = An Executive level handling Client Relations, Operations as well as HR and Administrative functions of the company.

• 

  K8 Applied Innovation, Inc.

  • BGC, Taguig

  • Back Office Operations Lead - Finance & HR

    • Mar 2017 - Sep 2018
    • BGC, Taguig

    HR/Finance = Handles Employee Relations, Payroll, Compensation & Benefits, Filings and Payments of all government mandatory contributions and taxes. Also assisted in the necessary purchases and sourcing of office supplies and equipments. Escalates any and all employee concerns to the US management team on a daily basis.

• 

  Teetalk.ph, Inc

  • Operations Director

    • Aug 2014 - Nov 2015

    Helped start the company from ground up. Because it is a start up company, there is no clear boundaries on roles and responsibilities. Aside from managing the company's daily operations, sourcing material and purchasing needs, recruitment, training, payroll, filing and paying of government taxes and other government mandated contributions also fall under the Operations Director Role. I also handled the Pre and Post Sale Customer Service Requirements as well as managing a group of Graphic Artists.

• 

  Branders.com

  • Operations Manager

    • May 2014 - Jun 2014

    A Senior Management level, handling 6 teams of different functions (Art, Credit & Collections, Publishing, Customer Service, Vendor Management and Order Processing) at different stages of sales completion up to collections.

  • Publishing Manager

    • Dec 2013 - Apr 2014

    Head of Branders.com website product content management team (18-24 members). Manages copywriters, publishers and Image Illustrators. Coordinates with the Merchandising Department for Product Selection process and Product updates. Works closely with Web Engineers and Marketing Department for website development/enhancement projects.

  • KPI Manager

    • Jul 2013 - Dec 2013

    Process Review, Documentation, Implementation and Improvement for a better and more customized Key Performance Indicators resulting to a more transparent and efficient performance metrics and appraisals.

• 

  oDesk Freelancer

  • Homebased

  • Publisher

    • Feb 2009 - Jul 2013
    • Homebased

    A freelance job that allowed me to work as a publisher, copywriter, researcher, process/technical writer, customer service rep for chat as well as inbound and outbound US based clients.

• 

  Branders.com

  • Accounts Payable Team Leader - US Operations

    • Apr 2006 - Jan 2009

• 

  American Express

  • Customer Service Associate

    • Apr 2004 - Sep 2005

• 

  Chinatrust Commercial Bank

  • Sr. Collections Assistant

    • Mar 2003 - Apr 2004