MA. AURORA LAGAO
Porac
Summary
Double-degree holder, Marketing and Literature. Experienced in marketing, sales, and operations, with a focus on driving growth and building strong client relationships. Skilled in client discovery, onboarding, and providing solutions for smooth transitions and efficient operations. A results-driven communicator and team player, dedicated to enhancing customer experiences and achieving business success.
Overview
13
13
years of professional experience
Work History
Associate Director of Operations
Connext International Inc.
09.2024 - Current
- Highly involved in the New Client Discovery calls and Onboarding stages.
- Collaborates with the Business Unit Manager to lead the operations team in delivering results that consistently exceed client expectations
- Coordinates with internal leaders and clients to make strategic decisions, set goals, and drive operational excellence
- Develops and implements tactical plans to improve daily operations, enhance client satisfaction, and boost team performance
- Establishes and monitors team and individual KPIs, offering actionable feedback for growth
- Provides guidance to Operations Managers on planning and execution, fostering continuous professional development
- Regularly evaluates and refines business procedures to align with organizational objectives, ensuring compliance with established standards
- Oversees financial aspects, including invoicing and budget adjustments, to optimize profitability
- Prepares and shares accurate statistical reports
Senior Operations Manager
Connext International Inc.
01.2023 - 08.2024
- Provide guidance and mentorship to managers to cultivate a high-performance culture
- Deliver exceptional client experiences, address escalations effectively, and enhance satisfaction
- Recruit, nurture, and retain top talent while fostering an inclusive and engaged work environment
- Optimize processes, oversee budgets, and enhance operational efficiency
- Ensure adherence to regulations and policies while proactively managing risks
Operations & Growth Manager
Abeona Digital
03.2022 - 12.2022
- Responsible in ensuring smooth client onboarding by setting expectations and responsibilities.
- Manage the day-to-day operations of the company
- Reports directly to the company’s CEO to provide visibility in achieving growth targets
- Provide input and information to the other growth support staff and work collaboratively and closely with the operations staff within the other functions across business units and group shared services
- Heads the Marketing team in creating new strategies to reach out to leads and maintain good relationship with existing clients
Client Experience Team Leader
Beepo Inc.
02.2019 - 05.2022
- Highly involved in client discovery calls and client onboarding to ensure clear expectations are set.
- Build trusted partnerships with clients, ensuring they feel supported in achieving their business objectives
- Engage in new customer acquisition activities as needed to expand client relationships
- Respond promptly to client inquiries and resolve issues effectively through appropriate channels
- Work closely with Talent Managers and the TA Team to understand client needs, role expectations, and cultural fit
- Ensure performance reviews for direct reports are conducted, emphasizing professional growth and development
- Monitor staff activities to uphold high customer service standards through regular check-ins
- Deliver end-of-month reports on time, providing clear, relevant, and actionable insights for clients
Team Leader
Flatplanet Philippines
04.2017 - 01.2019
- Reporting directly to the client regarding day-to-day operations, process updates, and team performance
- Responsible in doing the training of the team’s new hires and ensure the client and the management is consistently updated on the progress
- Develop a strategy the team will use to reach its goal
- Communicate clear instructions to team members especially process updates and ensure that these are carried out accordingly
- Monitor team members' participation to ensure the training they are being provided is being put into use, and see if any additional training is needed
Order Entry Administrator
Flatplanet Philippines
03.2016 - 03.2017
Claims Specialist
JP Morgan Chase & Co.
08.2015 - 02.2016
Operations Trainer
Sitel Philippines
10.2014 - 06.2015
Fraud Specialist
Sitel Philippines
02.2014 - 10.2014
Sales and Marketing Specialist
Landco Pacific Corporation
01.2012 - 12.2012
- Improved social media presence by creating engaging content that resonated with target audiences, driving follower growth and enhancing brand recognition.
- Boosted sales revenue by developing and implementing targeted marketing strategies.
- Coordinated trade shows and events to showcase products, resulting in increased customer engagement and potential business opportunities.
- Enhanced client relationships through regular communication, addressing concerns, and providing prompt solutions.
- Developed strong relationships with vendors and negotiated contracts, achieving cost savings on promotional materials purchases.
- Supported sales team by ensuring advertisements are rolled-out in time for events.
- Assisted in the creation of sales presentations tailored to individual client needs, resulting in higher closing ratios.
Education
Bachelor of Arts - Literature and Literacy
St. Scholastica’s College
Malate, Manila03-2011
Bachelor of Science - Commerce major in Marketing Management
St. Scholastica’s College
Malate, Manila03-2011
Skills
- Client Engagement and Onboarding: Skilled in leading discovery calls, understanding client needs, and ensuring smooth onboarding for clients and teams
- Supporting Start-Ups: Experienced in helping start-ups set up operations, grow their business, and overcome early challenges
- Real Estate Sales and Marketing: Proven ability to drive sales, market properties, and build strong client relationships
- Building Client Relationships: Skilled in creating and maintaining trusted partnerships to meet client goals
- Problem Solving and Communication: Strong at resolving challenges, finding solutions, and communicating clearly with clients, teams, and stakeholders
- Time Management and Organization: Organized and focused on meeting deadlines while keeping operations efficient
- Team Leadership and Recruitment: Experienced in mentoring teams, conducting reviews, and aligning talent with client needs
- Reporting and Decision Support: Proficient in preparing clear and useful reports to help clients make informed decisions
LANGUAGES
English (Fluent)
Bilingual or Proficient (C2)
References
Ralph Michael Nabong
Senior Director | Connext International Inc.
09989541273
Enjelomar Nagtalon
Operations Manager | Capital One, Sitel Philippines
09255033080
Adrian Guevarra
Client Experience Manager | Beepo Inc.
09176241240
Timeline
Associate Director of Operations
Connext International Inc.
09.2024 - Current
Senior Operations Manager
Connext International Inc.
01.2023 - 08.2024
Operations & Growth Manager
Abeona Digital
03.2022 - 12.2022
Client Experience Team Leader
Beepo Inc.
02.2019 - 05.2022
Team Leader
Flatplanet Philippines
04.2017 - 01.2019
Order Entry Administrator
Flatplanet Philippines
03.2016 - 03.2017
Claims Specialist
JP Morgan Chase & Co.
08.2015 - 02.2016
Operations Trainer
Sitel Philippines
10.2014 - 06.2015
Fraud Specialist
Sitel Philippines
02.2014 - 10.2014
Sales and Marketing Specialist
Landco Pacific Corporation
01.2012 - 12.2012
Bachelor of Arts - Literature and Literacy
St. Scholastica’s College
Bachelor of Science - Commerce major in Marketing Management
St. Scholastica’s College
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