Zendesk
Danica Anne Torres
Country Manager
TAGUIG CITY (1st DISTRICT)
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Country Manager
FoodByUs Philippines
Pasig
07.2021 - Current
- Implemented Slack workflows and CRM (Zendesk) app integrations like WhatsApp and Social Media messaging to maximise operational performance, increasing our customer service efficiency and quality by over 60%
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Negotiated with service providers and vendors to improve margins, saving A$11,000 annually.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Recruited, trained and coached 30-member team to support company growth.
- Prepared annual budgets with controls to prevent overages.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized performance by monitoring daily activities and mentoring team members.
Operations Manager, Customer Experience
FoodByUs Philippines
Pasig
01.2017 - 07.2021
- Developed systems to track and log work issues from scratch
- Utilized telephone, SMS, and email platforms to deliver outstanding customer service.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
Team Lead
Global Learning Support
Pasig
06.2013 - 05.2016
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reported on updates to project specifications and progress.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
Education
Bachelor of Arts - International Studies
University of The East
Manila, Philippines 06.2008 - 03.2012
Skills
Improvement initiatives
Project Management
Operations management
Operational planning
Staff Management
Policies and procedures
Quality assurance
Recruiting
Cultural management
Key Performance Indicators
Verbal and written communication
Coaching and mentoring
Negotiation
Job inspections
Software
Hubspot
Google Suit
Canva
Timeline
Country Manager
FoodByUs Philippines
07.2021 - Current
Operations Manager, Customer Experience
FoodByUs Philippines
01.2017 - 07.2021
Team Lead
Global Learning Support
06.2013 - 05.2016
Bachelor of Arts - International Studies
University of The East
06.2008 - 03.2012