Operations Manager
One EV Business Solutions – Taguig City
2024–2025
- Directed daily operations across departments, ensuring SLA targets and KPI achievement.
- Spearheaded performance reviews, coaching, and scorecard distribution for staff development.
- Designed and enforced corrective actions to improve team output and customer satisfaction.
- Facilitated internal documentation, scheduling, and training programs.
Operations Manager
Microsourcing – Pasay City
2023–2024
- Managed CRM-based workflows for inbound and outbound real estate, medical, and insurance campaigns.
- Oversaw B2B/B2C telesales initiatives, including real estate outreach and appointment setting.
- Conducted QA reviews and performance analysis to reduce attrition and improve CX.
- Delivered recruitment support and collaborated with clients on operational alignment.
Operations Manager
Uniquest – UK (Remote)
2023–2025
- Led remote international operations with full oversight on campaign execution and staff performance.
- Developed and refined SOPs to support marketing workflows and CRM consistency.
- Reported key business metrics to clients and improved team discipline through coaching.
Team Manager
TDCX – Pasig City
2021–2022
- Led frontline chat teams handling customer service and sales.
- Conducted root cause analysis (RCA) and executed client-aligned performance initiatives.
- Collaborated on training, rewards, and operational appraisals.
Team Manager
Movate – Taguig City
2020–2021
- Oversaw chat agents for support and sales across US campaigns.
- Provided daily performance feedback and led calibration meetings.
- Created internal dashboards and campaign reports.
Team Manager
Amazon – Pasay City
2019–2020
- Supervised 20+ CSAs; conducted daily coaching, team meetings, and progress reviews.
- Managed KPIs in alignment with Amazon's operational directives.
Customer Service Manager (Remote)
Home Elite Stores – California
2018
- Led customer support operations and CRM activities for eCommerce.
- Trained staff, managed escalations, and maintained reports for client visibility.
- Improved customer engagement through structured response systems.
Sales & Marketing Officer (Remote)
ReMax Real Estate – John Johnson, CA
2015–2016
- Headed US-based telesales campaigns for real estate listings.
- Trained agents, designed the tele-sales funnel, and validated leads.
- Created campaign reports and monitored call quality.
Appointment Setter / VA
Freeway Communications – NY
2012
- Scheduled real estate appointments and monitored online campaign metrics.
- Collaborated with client executives and attended virtual sales meetings.
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