Franciscan Capiral
Pasig
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
24
24
years of professional experience
1
1
Certificate
Work History
Operations Manager
Global EBrand
05.2015 - Current
- Managed end-to-end operations for multiple eCommerce brands across various markets.
- Directed teams in customer service, social media marketing, product uploading, fulfillment, and inventory management.
- Launched data-driven initiatives to improve social media marketing campaigns, resulting in a 50% increase in engagement and sales conversions.
- Reviewed and optimized existing business workflows, leading to a 30% reduction in operational costs.
- Implemented quality assurance measures for order fulfillment and inventory, ensuring 99% accuracy.
- Played a pivotal role in employee training and development, creating modules that enhanced team productivity by 20%.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
Chief Operating Officer
AN ClientCare Inc.
01.2017 - 05.2022
- Directed overall business operations, ensuring seamless management of multiple eCommerce brands.
- Designed and implemented comprehensive business processes that improved operational efficiency by 35%.
- Led a cross-functional team to develop KPIs and performance metrics, resulting in consistent achievement of business goals.
- Strengthened client relations by ensuring that virtual assistants delivered high-quality work aligned with client objectives.
- Spearheaded initiatives to streamline customer service workflows, achieving a 25% reduction in response time and a 40% increase in customer satisfaction ratings.
- Collaborated with the leadership team to create scalable business continuity plans and operational strategies.
- Spearheaded change initiatives to drive organizational transformation and adaptability.
- Collaborated with departments to identify bottlenecks and implement solutions for smoother workflows.
Operations Manager
DigiAge Marketing
05.2015 - 01.2017
- Managed 87 employees from different locations in the Philippines
- Handled Influence/Social media marketing for eCommerce brand
- Handled Customer Service campaigns for ane-commerce brand
- Handled Facebook marketing/ads for eCommerce brand
- Handled Product Uploading for e-commerce brand
- Handled Fulfillment/Inventory checking for eCommerce brand
VIRTUAL ASSISTANT
Various
02.2010 - 05.2015
- Provided virtual support to international clients in diverse industries, including eCommerce, legal, recruitment, and customer service.
- Excelled in appointment setting, research, sales, and administrative support, consistently exceeding client expectations.
- Delivered top-tier customer service, leading to a 15% increase in client retention for small business clients.
Other Work Experience
Various BPO
01.2001 - 02.2010
- BPO Industry/Call Center – April 2003 to Feb 2010
- Customer Support
- Retention and Sales
- Technical Support/ Helpdesk
- Administrative/ Executive Assistant – May 2001 to April 2003
Education
Bachelor of Science - Computer Science
Adamson University
Manila, Philippines06-2001
Skills
- Leadership & Team Building
- Talent Development & Mentoring
- Process Improvement & Optimization
- Analytical & Critical Thinking
- Conflict Resolution & Ethical Judgment
- Creative Problem-Solving
Certification
- Certified Yellow Belt Six Sigma
- Certified Agile Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Chief Operating Officer
AN ClientCare Inc.
01.2017 - 05.2022
Operations Manager
Global EBrand
05.2015 - Current
Operations Manager
DigiAge Marketing
05.2015 - 01.2017
VIRTUAL ASSISTANT
Various
02.2010 - 05.2015
Other Work Experience
Various BPO
01.2001 - 02.2010
Bachelor of Science - Computer Science
Adamson University
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Core Competencies
- Strategic Planning & Execution
- Competitive Analysis & Strategy
- Scrum & Agile Methodologies
- Risk Management & Crisis Resolution
- Innovation & Creativity
- Business Development & Negotiation
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