Operations and Customer Support | CRM Management
Metro Manila
Operations, Administration, and Product Support professional with over 10 years of experience optimizing business processes, managing CRM systems, coordinating cross-functional initiatives, and improving operational efficiency.
Advance Tech Lending Inc., full_time
Jun 2022 to Present
● Managed and optimized CRM configuration, workflows, and reporting to support business operations, improve customer experience, and provide actionable insights for cross-functional teams. ● Assisted customers with loan-related inquiries and transactions via email ● Identified recurring customer issues and collaborated with Product and Engineering teams to improve app functionality, chatbot experiences, and support processes. ● Created and maintained support documentation, SOPs, and knowledge base resources to improve team efficiency and ensure consistent customer service. ● Monitored customer trends, support metrics, and team performance, escalating product feedback and operational insights to drive continuous improvements.
Prosulum LLC, part_time
Jun 2022 to Sep 2022
Created internal SOPs and managed process workflows. ● Reported directly to the Operations Manager for system improvements.
TaskUs, full_time
Jul 2021 to Jun 2022
● Delivered multichannel customer support (phone, chat, and email) for a vehicle-sharing platform, resolving booking, rental, and account-related inquiries ● Coordinated the dispatch of roadside assistance and service technicians ● Investigated and resolved complex customer issues by collaborating with cross-functional teams and following established operational processes.
Alorica, full_time
Nov 2020 to Mar 2021
Provided technical support and troubleshooting for computer hardware, operating systems, software applications, peripherals, and connectivity issues
Urban Orchard Cafe, full_time
Jan 2018 to Oct 2020
● Managed daily operations, staff training, and inventory control. ● Led marketing initiatives and social media management. ● Implemented systems to streamline purchasing and HR documentation.
Alorica, contract
Aug 2017 to Dec 2017
● Performed claims processing and insurance data verification for U.S. healthcare clients, ensuring accurate documentation and compliance with client requirements.
Wisdom Valley Education Systems Inc., full_time
Jun 2014 to Aug 2017
● Reported directly to the school owners and managed day-to-day administrative operations. ● Coordinated HR, payroll, purchasing, permits, regulatory compliance, and vendor management. ● Planned events and liaised with staff, parents, suppliers, and government agencies. ● Led marketing initiatives and social media management. ● Contributed to operational improvements and school development initiatives.