KRISTINE ESCAMILLAS
Operations Manager
Las Pinas, Metro Manila
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
Merchbar, Inc.
06.2020 - 06.2025
- Led a 75-member email customer support team, achieving a 40% reduction in response time, and a 20% increase in first-contact resolution rate over 12 months.
- Developed and implemented standardized workflows, automation tools, and knowledge bases, resulting in a 30% improvement in team productivity.
- Collaborated cross-functionally with marketing, sales, and fulfillment teams to ensure a seamless customer experience, boosting satisfaction rates by 60%.
- Designed and conducted onboarding and training programs for new hires, enhancing their readiness, and reducing ramp-up time by 30 days.
- Streamlined payroll processing for an offshore team, ensuring 100% accuracy and timeliness for bi-weekly payments.
- Analyzed customer support data to identify trends and opportunities, implementing solutions that decreased recurring issues by 30%.
- Managed customer and supplier engagement on Facebook and Instagram, increasing the social media response rate by 50%.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Virtual Assistant & Remote Specialist
Upwork, Inc.
01.2015 - 01.2022
- Supported diverse clients in data entry, web research, email management, and quoting services, completing 70% of projects ahead of schedule.
- Elevated client experience by providing timely customer support via emails and live chat platforms.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Maintained a well-organized database system for improved information accessibility in daily operations.
Fan Support Coordinator
Merchbar, Inc.
01.2019 - 01.2020
- Oversaw daily operations of fan support, including email ticket management and escalations, resulting in a consistent 95% SLA adherence.
- Built a Quality Assurance team and aligned their feedback with performance goals, improving overall service quality.
- Worked with other departmental staff to answer questions and resolve problems.
- Provided ongoing training to team members on best practices in customer service operations, fostering professional development, and building a highly knowledgeable, customer-focused workforce.
Fan Support Escalations Specialist / QA Specialist / Team Lead
Merchbar, Inc.
01.2018 - 01.2019
- Spearheaded quality assurance initiatives, achieving a 25% improvement in team accuracy and efficiency.
- Handled escalated cases, resolving 90% of them within the first 48 hours.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Fan Support Representative
Merchbar, Inc.
01.2017 - 01.2018
- Delivered exceptional customer service, resolving over 160 email tickets daily, with a 97% satisfaction rate.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
Online Writing Tutor
ClientComm, Inc.
01.2009 - 01.2015
- Provided personalized guidance to improve student writing, maintaining a 80% client satisfaction score over six years.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Tracked learning progress to optimize tutoring methods and help students achieve goals.
- Established trust with students by creating a welcoming atmosphere that values mutual respect, patience, and empathy during all interactions.
Education
Bachelor of Science - Nursing
University of Perpetual Help
Cavite City, Province Of Cavite, Philippines 06.2003 - 05.2008
Skills
Operations management expertise
Team leadership
Workflow optimization
Interdepartmental teamwork
Metric analysis and enhancement
Customer support proficiency
Effective email communication
E-commerce platform proficiency
Fraud detection expertise
Technical expertise
Proficient in Microsoft Word, Excel, and PowerPoint
Proficient in Google Workspace applications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit SharingTimeline
Operations Manager
Merchbar, Inc.
06.2020 - 06.2025
Fan Support Coordinator
Merchbar, Inc.
01.2019 - 01.2020
Fan Support Escalations Specialist / QA Specialist / Team Lead
Merchbar, Inc.
01.2018 - 01.2019
Fan Support Representative
Merchbar, Inc.
01.2017 - 01.2018
Virtual Assistant & Remote Specialist
Upwork, Inc.
01.2015 - 01.2022
Online Writing Tutor
ClientComm, Inc.
01.2009 - 01.2015
Bachelor of Science - Nursing
University of Perpetual Help
06.2003 - 05.2008