Kristine Lim
Mandaluyong City, Metro Manila
Summary
A dynamic Senior Operations Manager with a proven track record at Passport.io, I excel in strategic planning and operational excellence, enhancing productivity by over 30%. Skilled in KPI reporting and fostering strong stakeholder relationships, my leadership significantly boosts team performance and operational efficiency.
Overview
19
19
years of professional experience
Work History
Senior Operations Manager
Passport.io
04.2024 - 02.2025
- Oversaw Manila Operations comprised of the Customer Service, Risk/Fraud, Monitoring, Payment System, KYB, Chargeback teams. Ensured that each of the teams are delivering their KPIs.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Head of Customer Care
Tayocash Inc.
08.2023 - 04.2024
- Handles the customer care team, whose main functions are: attend to customer concerns, implement the company's KYC and KYB process for new and existing customers and merchants, implement and develop processes to further detect and pre empt fraudulent activities, and implement and develop compliance processes to ensure that the company up to date.
- Handles a group of business development/merchant onboarding team whose main functions are: market analysis, lead generation, client acquisition, partnership development, negotiation, brand building and reporting/analysis.
- Vendor Management which includes: vendor selection, contract negotiation, vendor relationship management, compliance/risk management, cost management, and continuous improvement.
Risk Team Manager
Remitly
10.2017 - 08.2023
- Determine existing fraud trends by analyzing accounts and transaction patterns.
- Track chargeback activity to identify best practices for determining fraud
- Input information regarding fraud investigations into detailed reports for submission to Compliance team.
- Participates in group discussions with team members to develop new ways to combat fraud.
- Conducts reviews of flagged transactions and reports that shows potential suspicious activity.
- Utilize effective interpersonal and active listening skills during interviews with customers regarding fraud.
- Used multiple data sources to derive end-to-end fraud performance metrics.
Operations Supervisor
Telstra
08.2013 - 07.2017
- Resolve customer/business inquiries and complaints requiring management-level escalation, preventing them from filing complaints to the Telecommunications Ombudsman.
- Mediates conflicts and facilitates effective resolution and disputes.
- Reviews completed work of each Complaint Manager and his team to verify consistency, quality and performance.
- Analyze business performance data and forecasts business results.
Operations Supervisor
Teleperformance
10.2010 - 08.2013
- Motivates team member to consistently achieve or exceed performance expectations.
- Oversees daily workloads and workflow for smooth operations.
- Set goals for performance and deadlines to comply with company plans and vision.
- Led regular team meetings to communicate current business trends and relevant updates.
- Conducts regular employee performance evaluations to offer constructive feedback and solutions to propel improvement and growth.
Operations Supervisor
TeleTech Holdings
06.2006 - 12.2009
- Supervise 20 team members, offering constructive feedback on work performance.
- Assists with development and implementation of quality controls, productivity standards and compliance guidelines.
- Identifies areas for improvement and implements new processes to enhance overall company quality and
performance. - Trains, mentors and motivates employees to maximize team potentials.
Education
Bachelor of Science - Mathematics Major in Actuarial Science & Statistic
Dela Salle University
Manila, Metro Manila, Philippines10-2001
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Procedure optimization
- Operational excellence
- Business planning
- Forecasting
- Workforce planning
Timeline
Senior Operations Manager
Passport.io
04.2024 - 02.2025
Head of Customer Care
Tayocash Inc.
08.2023 - 04.2024
Risk Team Manager
Remitly
10.2017 - 08.2023
Operations Supervisor
Telstra
08.2013 - 07.2017
Operations Supervisor
Teleperformance
10.2010 - 08.2013
Operations Supervisor
TeleTech Holdings
06.2006 - 12.2009
Bachelor of Science - Mathematics Major in Actuarial Science & Statistic
Dela Salle University
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