Metro Manila
I’m an operations leader with 12 years of experience managing teams, optimizing workflows, and delivering results in fast-paced, tech-enabled environments. Over the past 10 years in leadership roles, I’ve led teams of 15+ members, consistently driving performance through KPI management, data analysis, and structured process improvements. My experience includes working in high-volume support operations, where efficiency, accuracy, and system utilization are critical to success. I’ve developed strong expertise in: • Process improvement and workflow optimization • Data-driven decision making and performance management • Team leadership, coaching, and development • Client and stakeholder communication • Operating within system-heavy, technology-driven environments Through my experience, I’ve built a systems-thinking approach—focusing on identifying inefficiencies, improving workflows, and leveraging tools to enhance productivity. Currently, I’m expanding into automation and technology, learning tools like Zapier, Make.com, and n8n to design scalable workflows and reduce manual processes. I’m particularly interested in opportunities that combine operations and technology, including: • IT / Operations Leadership • Automation Specialist / AI Automation • Technical Project or Program Management I bring a combination of leadership experience, operational expertise, and a growing technical skill set—focused on helping teams and businesses scale through smarter systems and efficient processes. If you're looking for someone who can bridge operations and technology to drive measurable results, let’s connect.
Managed an independent Line of Business for a VIP consumer support program, leading a team of 15+ agents with full ownership of staffing, KPI performance, workforce planning, service delivery, and operational execution. Served as the primary client liaison, independently leading weekly operational readouts, monthly business reviews, and annual performance discussions with client stakeholders. Developed operational workflows, SOPs, and an Excel-based knowledge management system that reduced Average Handling Time (AHT) by 30% and supported successful LOB launch. Managed workforce scheduling and resource planning, consistently achieving 100% monthly billable hour targets.
Managed daily operations for a global technology account, driving KPI achievement, SLA compliance, and employee performance. Selected as one of only two supervisors authorized to conduct final-stage interviews and hiring decisions. Led onboarding initiatives, account transitions, and critical operational programs, including support for specialized pandemic-response operations.
Served as the primary technical escalation point for complex tier-1 issues. Demonstrated strong leadership capabilities and earned a promotion to Team Leader after 10 months.
Provided front-line technical troubleshooting and customer support, exceeding individual performance metrics to earn a promotion to Technical Lead after a year.
A Search Engine Optimization (SEO) Specialist’s main role is to analyze, review and implement changes to websites so they are optimized for search engines. This means maximizing the traffic to a site by improving page rank within search engines. An SEO Specialist will develop original content to include keyword or phrases that will increase traffic to a site. They may also test and implement testing various search engine marketing techniques, web site layouts and advertising for search engine optimization.