Operations Manager / Project Manager / Customer Service Manager
Philippines
Results-driven Client Experience and Operations Manager with extensive experience leading high-performing teams, managing complex projects, and optimizing operational processes across Australia, the US, and the Philippines. Skilled in project management, customer support, and post-sales operations, with a strong track record of enhancing client satisfaction, streamlining workflows, and driving team productivity.
Bova Gallery, full_time
Sep 2024 to Mar 2026
-Managed all inbound customer inquiries across phone, email, website forms, and live chat, ensuring timely and professional responses. -Oversaw Google Business Profile reviews, proactively requesting feedback from new clients and maintaining strong relationships to enhance brand reputation and customer retention. -Coordinated communication between clients and production teams for new and ongoing furniture orders. -Nurtured and followed up on sales leads to convert prospects into long-term residential and commercial clients. -Reviewed and approved trade applications, verifying eligibility requirements to expand the company’s trade network. -Processed new orders through Shopify, maintained accurate order tracking systems, and monitored production-to-delivery timelines. -Managed end-to-end delivery coordination, liaising with clients, logistics partners, and internal teams to ensure seamless and timely fulfillment
Spectrum Group Online, full_time
Aug 2021 to Jul 2024
-Managed a portfolio of 32 client accounts, ensuring clear communication of updates, deliverables, and production adjustments to internal teams. -Strengthened client relationships through proactive communication and consistent service delivery. -Planned projects, allocated budgets, and assigned tasks to improve workflow efficiency and resource utilization. -Contributed to the development and implementation of Standard Operating Procedures (SOPs) to streamline operations. -Led team training sessions on new processes and operational updates. -Collaborated closely with the CEO on strategic planning and business growth initiatives
Hyperion Insights, full_time
Nov 2020 to Aug 2021
-Partnered with the Editor-in-Chief to monitor team productivity, track KPIs, and optimize project timelines. -Communicated departmental policies and operational updates to ensure team alignment and accountability. -Supported executives with payroll coordination, administrative management, and cross-functional operations. -Managed website content uploads and updates, ensuring accuracy, consistency, and timely publication.
Virtual Staff Phil, full_time
Aug 2019 to Sep 2020
-Developed and executed strategies for branding, marketing, and operational growth. -Managed marketing and sales campaigns to drive lead generation and business expansion. -Recruited and matched Virtual Assistants with client business needs across various industries. -Coordinated training programs and resource development to ensure high service quality. -Conducted performance evaluations and provided ongoing coaching to maintain service excellence
Finty, full_time
Nov 2015 to Mar 2020
Customer Service Representative -Handled inbound inquiries via live chat, email, and social media messaging platforms. -Documented all customer interactions accurately within CRM systems. -Maintained high response standards, ensuring timely resolution and customer satisfaction. CS Team Manager -Led a team of 8 customer support representatives, ensuring KPIs, CSAT scores, and attendance targets were consistently met. -Conducted team meetings and one-on-one coaching sessions to improve performance and professional development. -Managed HR-related concerns, scheduling, and performance monitoring
TeleTech Philippines, full_time
Mar 2010 to Aug 2013
Customer Service Representative -Managed inbound billing inquiries from Australian Telstra customers, providing accurate and compliant solutions. -Documented all interactions within internal systems in line with company standards. -Maintained above-average KPIs, including call handling time, compliance scores, and Quality Assurance ratings. CS Team Leader -Led a team of 15 agents, driving performance to exceed individual and team metric targets. -Conducted onboarding, skills training, and continuous performance coaching. -Managed escalations and supervisory calls to resolve complex customer concerns and improve retention. -Analyzed customer feedback metrics, including NPS, to identify service improvement opportunities.