Senior Research Operations Analyst | Project Management | Admin Task
Metro Manila, Quezon City, Philippines
Experienced Customer Support and Operations Professional with 11 years of overall work experience, combining a strong background in Customer Support, Research Operations, and Administrative task. Current role demonstrates a proven track record in Vendor Onboarding, Tools and Subscription Monitoring, Budget Oversight, and end-to-end Project Execution. Also leads monthly Customer Interviews that contribute to a centralized insights repository, supporting Product and Design teams in driving innovation across Products and Services. Recognized for Process Ownership and meaningful contributions to Operational Efficiency. Delivers high-quality, reliable support in high-growth, cross-functional environments. SKILLS & EXPERTISE • OPERATIONS MANAGEMENT: Includes Client Onboarding, Vendors Payment, Budget and Tools Subscription Management, and Project Files Organization. • PROJECT MANAGEMENT: Assists Researchers in project commencing and completion which includes Customer Recruitment, Scheduling appointments, Moderating Interviews, EDM customization setup, Survey Programming, and Incentivizing. Other scope of support: Facilitates weekly/monthly meetings among Global Team. • CUSTOMER SUPPORT: Leads a monthly customer interviews project. Created and launched an Insight Bank used by Product Managers to generate Customer Insights and Feedback for continuous innovation of our products and services. Background in a lon1 concierge video calls setup, Email/Chat, and Phone Support.
Circles.Life, full_time
Nov 2019 to Present
Operations Support • Provides end-to-end research operations support, including Vendor Onboarding, Budget and Tools Management, Project Scheduling, Survey Programming, and Incentive Fulfillment • Oversees administrative execution to enable timely and high-quality delivery of research initiatives • Leads monthly Customer Interviews, contributing to an insights repository that supports Product and Design teams in improving customer experience and innovation • Ensures operational efficiency by managing timelines, resources, and documentation across research projects Customer Support • Delivered chat and email-based support for Circles.Life customers, Singapore’s first digital telco, assisting with account management, billing Inquiries, technical concerns, and customer retention • Conducted outbound calls to customers porting out their mobile lines and helped improve overall retention and service recovery processes
VXI Global Holdings Inc, full_time
Jan 2019 to Oct 2019
• Handled both Cable Technical Support and Billing Inquiries for Comcast customers • Assisted with troubleshooting service disruptions while promoting applicable service upgrades and package enhancements • Supported Sales initiatives by identifying customer needs and offering appropriate solutions • Delivered fast, accurate, and customer-focused resolutions in a high-volume contact center environment
Convergys, full_time
Jul 2017 to Dec 2018
• Delivered customer service and billing support for SiriusXM subscribers, handling payment collections, account inquiries, and service-related concerns • Effectively promoted product upgrades through cross-selling and upselling strategies, contributing to revenue growth and customer retention • Selected as an Operations Validator, playing a key role in the recruitment process by screening and endorsing qualified applicants to maintain team quality standards • Consistently exceeded performance benchmarks, particularly in the Cure metric, and was recognized multiple times for outstanding results — awarded as a Top Support Professional monthly and quarterly • Maintained high service accuracy, professionalism, and customer satisfaction throughout the tenure
Sequential Technology International, full_time
Nov 2015 to Jul 2017
• Played an integral role in the Order Management department, responsible for finalizing service orders and coordinating installation schedules for new AT&T customers • Ensured accuracy and efficiency in processing newly placed orders, contributing to a seamless customer onboarding experience • Provided timely and solution-oriented support for order-related concerns while adhering to internal service timelines and quality standards