Customer Service
Bukidnon
Operations Manager with over a decade of experience in leading cross-functional teams, optimizing workflows, and managing end-to-end supply chain logistics. Proven expertise in project coordination, team mentorship, and strategic planning within fast-paced e-commerce and customer experience environments, consistently achieving SLA and KPI targets while fostering a high-performance work culture.
RoseSkinCo, full_time
Jan 2020 to Jun 2026
• Led a high-performing customer service team to consistently exceed performance targets (SLAs) while maintaining a highly organized ticketing inbox. • Managed the end-to-end supply chain, driving inventory forecasting, purchase order (PO) creation, and warehouse coordination to ensure optimal stock levels. • Oversaw supplier payments, executed meticulous invoice audits, and managed the complete resolution of chargebacks and payment disputes. • Built a comprehensive Quality Management System (QMS), authored standard operating procedures (SOPs), and developed custom macros to automate and standardize workflows.
AWESOME OS (Formerly Offsourcing Philippines Inc.), full_time
Nov 2013 to Feb 2020
• Directed North American (NA) Voice and Digital Services, leading a cross-functional team of 20+ supervisors across Voice, Chat, and Social Media clusters. • Guided the elite 'All-Star' team, setting performance, compliance, and quality benchmarks for the entire account. • Coached and mentored supervisors to enhance leadership capabilities, ensuring their teams consistently achieved key performance indicator (KPI) targets.