Operations Manager | Customer Success E-commerce Operations
Metro Manila
If your team is growing but you're still chasing updates, fixing escalations, checking whether work gets done, and trying to keep operations under control, that's where I come in. I'm an Operations Manager with 10+ years of experience building accountable teams, improving customer experience, and bringing structure to U.S. and Australian businesses. At Dealer Focus, I led and developed 8 team leads while helping onboard 67 dealership clients. I built KPI systems, coaching tools, and HR processes, and created a VIP support structure after identifying retention risks among new and sensitive accounts. At TalentPop, I managed customer support operations across 25 e-commerce brands, overseeing service quality, KPIs, escalations, coaching, reporting, and workflow improvements. I've worked with Shopify, Gorgias, Zendesk, Freshdesk, Intercom, and Richpanel. My background also includes project management, client coordination, supplier communication, and working directly with business owners to turn competing priorities into clear next steps. I can take ownership of remote team operations, customer success, SOPs, process improvement, KPI reporting, and project delivery. I use ChatGPT, Claude, and Codex to work smarter on research, documentation, reporting, and workflows. AI supports my judgment; it doesn't replace it. If you need someone who can develop people, make decisions, solve operational problems, and give you visibility without constant follow-ups, tell me what's not working. I'll tell you how I'd approach it.
TalentPop, full_time
Feb 2025 to Jun 2026
Managed customer support operations across a portfolio of 150 e-commerce brands, working closely with brand stakeholders, internal operations teams, and 12 team leads to maintain service quality, operational consistency, and client satisfaction. Oversaw daily operations, including support coverage, escalations, team performance, quality assurance, productivity, response times, and CSAT. Translated client expectations into clear priorities, workflows, and measurable performance standards. Used platforms including Gorgias, Zendesk, Freshdesk, Intercom, Richpanel, Shopify, BigCommerce, and Amazon Seller Central to monitor customer interactions, identify recurring issues, and improve service delivery. Partnered with team leads on coaching, accountability, performance improvements, and operational problem-solving. Prepared KPI reports, performance updates, trackers, and process documentation to give leadership and clients clear visibility into results. Focused on building scalable support operations where teams remained accountable, customers received consistent service, and client concerns were resolved without unnecessary escalation.
TradieCart - Construction and Building Supplies, full_time
Feb 2024 to Jan 2025
Worked directly with the founder of an Australian construction and building supplies business, managing e-commerce projects, supplier coordination, product information, customer communication, and day-to-day operational priorities. Oversaw product uploads, pricing updates, supplier documentation, and website data accuracy. Reviewed SKUs, pack quantities, GST, levies, discounts, and supplier pricing to identify discrepancies before updates went live. Developed spreadsheets, validation checklists, SOPs, and quality-control processes to make product management more accurate and consistent. Coordinated supplier inquiries, customer concerns, documentation, and outstanding operational tasks, ensuring each item had a clear next step and was followed through. Used AI tools to improve documentation, spreadsheet preparation, email reviews, and recurring administrative workflows while maintaining accuracy and professional communication. Helped reduce the founder's day-to-day workload by taking ownership of backend operations and making recurring processes easier to manage.
DealerFocus, full_time
Sep 2021 to Jan 2024
Led remote dealership support operations, developing 8 team leads while helping onboard and support 67 additional dealership clients. Owned service delivery, team performance, client experience, KPI management, coaching, and operational accountability. Designed and implemented KPI systems, performance trackers, coaching tools, HR processes, and accountability routines that improved visibility and execution across the remote team. One of my key initiatives was identifying a retention risk affecting new and sensitive dealership accounts. Rather than continuing with the same support model, I proposed and launched a dedicated VIP support queue staffed by high-performing agents. The initiative improved service consistency and helped strengthen client retention. It also developed into a premium service offering that Customer Success Managers could position to future clients. Worked closely with leadership to improve appointment conversion, customer experience, policy adherence, and team performance through better coaching, call-handling standards, and operational follow-through. Focused on building leaders, solving operational problems before they escalated, and creating systems that supported sustainable client growth.
GetConnected IT, full_time
Jan 2020 to Aug 2021
Worked directly with the business owner and clients to manage website development, digital operations, and e-commerce projects, taking responsibility for both project coordination and hands-on execution. Managed projects from planning through delivery, overseeing scope, timelines, client requirements, resources, approvals, and outstanding deliverables. Served as a primary point of contact, keeping stakeholders informed and ensuring projects continued moving without unnecessary delays. Developed and maintained WordPress websites, handling front-end and back-end updates, content management, website functionality, and technical requirements. Managed eBay operations, including product listings, inventory updates, order processing, and customer support. Also created digital assets, promotional graphics, banners, and website content to support business and client requirements. Identified project bottlenecks, coordinated solutions, and maintained clear communication between clients and contributors to keep deliverables on schedule. Combined technical execution with project management and operational ownership, helping the business owner manage multiple priorities while maintaining consistent project delivery and customer service.
Alorica, full_time
Aug 2013 to Jan 2026
Built my career in T-Mobile customer service operations, progressing from Customer Service Representative to Team Lead and eventually Operations Manager. Started on the front line handling customer calls involving billing, payments, account changes, service concerns, retention, and escalations. Developed strong communication, problem-solving, objection-handling, and customer service recovery skills. Promoted to Team Lead, where I coached frontline agents, monitored KPIs, provided performance feedback, handled escalations, and supported training and daily floor operations. As Operations Manager, led team leaders and frontline customer service teams, taking responsibility for service quality, customer satisfaction, productivity, attendance, performance management, and operational consistency. Developed coaching plans, call-handling processes, performance trackers, and accountability systems to address performance gaps and improve team execution. Worked with leadership across multiple site operations to strengthen service standards, develop people, resolve operational challenges, and consistently deliver against business expectations. This experience established the foundation of my leadership approach: clear expectations, measurable performance, practical coaching, and accountability at every level.