Customer Experience | Team Leadership Operations
Bulacan
Behind every successful online business is someone keeping operations organized, customers supported, and processes running smoothly. That's the value I bring. I help businesses improve daily operations through accurate documentation, quality assurance, customer support, and organized workflows that allow teams to focus on growth. Over the past six years, I've progressed from Customer Support Representative to Quality Analyst, Team Leader, and Workforce Scheduler while supporting both fintech and a global e-commerce campaign. I helped launch an e-commerce Quality Assurance team, reviewed the quality of order processing for more than 120 support agents, developed and improved 15+ SOPs, trained Quality Analysts across multiple sites, and collaborated directly with client leadership on quality initiatives and process improvements. My experience includes Shopify, Gorgias, ShipStation, Google Workspace, ClickUp, SellerAmp, and AI tools such as ChatGPT and Gemini to improve documentation and operational efficiency. I enjoy building organized systems, learning new tools quickly, and creating processes that make work more efficient. Whether I'm supporting operations, coordinating projects, maintaining documentation, or helping customers, I focus on accuracy, accountability, and clear communication.
Beehive Adaptive Global Solutions Corp, freelance
Jun 2025 to Present
Managing a small-scale data processing services business with a focus on workforce planning, leave management, and reporting. Work closely with client-side managers to ensure schedules, availability, and operational needs are aligned. -Provide scheduling, leave plotting, and real-time tracking support. -Maintain accurate data reporting to support decision-making. -Coordinate directly with clients to optimize workforce plans.
TaskUs, full_time
Apr 2024 to May 2025
Led a 15-member team in a fintech campaign, building a high-performance culture that sustained high CSAT and Quality Scores. Known for balancing results with team development, customer focus, and prioritizing team wellness. -Directed daily operations, escalations, and KPI monitoring. -Implemented process improvements to improve customer handling. -Earned Top Team Leader Q1 2025 recognition for outstanding performance.
NipNappies, part_time
Jan 2023 to Oct 2023
Managed end-to-end e-commerce order fulfillment for 30–50 weekly orders via Facebook Messenger and Shopee Seller Center, delivering end-to-end support across tracking, cancellations, refunds, and issue resolution.
TaskUs, full_time
Mar 2022 to Apr 2024
Specialized in driving quality assurance for both fintech and e-commerce accounts. Audited hundreds of interactions monthly and partnered with leaders across regions to maintain service excellence. -Facilitated calibration sessions in PH (Bulacan and Quezon City), U.S., and Colombia to unify QA standards. -Partnered with operations and training to reduce errors and improve compliance. - Recognized as Top Quality Analyst in an e-commerce campaign.
TaskUs, full_time
Dec 2019 to Mar 2022
Started as a frontline CSR supporting U.S. fintech and e-commerce clients. Known for empathy, quick resolution, and consistent top performance in customer satisfaction and quality. - Delivered support via voice, email, and chat with 90% CSAT and 98% Quality Scores. - Handled application troubleshooting, refunds, and product /order inquiries with professionalism, empathy, and compliance. - Selected for pilot product launches, supporting onboarding and adoption. -Recognized as a Top Teammate for QA excellence