Maria Erica Baluyot
Trust And User Operations Analyst | Customer Service
Pasig, Metro Manila
Summary
Dynamic Trust and User Operations Analyst at Indiegogo with a proven track record in enhancing customer satisfaction and team productivity. Skilled in problem-solving and customer relationship management, I consistently exceeded performance metrics while implementing effective workflow strategies. My strong product knowledge and empathetic communication fostered loyalty and repeat business.
Overview
20
20
years of professional experience
Work History
Trust and User Operations Analyst
Indiegogo
Remote
08.2021 - 11.2025
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Supported supervisor and associated team members to maintain system functionality.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Created and managed operational databases to store and track data and maintain accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Sales Associate/ Customer Service
Thaiboom Trading
Pasig, Metro Manila, Philippines
06.2019 - 08.2021
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Handles returns and exchanges
- Ensures prompt and proper resolution of customer inquiries
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
Research and Development Scientist
Skin Sciences Laboratory Inc.
Pasig, Metro Manila, Philippines
04.2012 - 04.2013
- Conducted comprehensive literature reviews to stay current on industry trends and emerging technologies.
- Managed multiple projects simultaneously while adhering to strict deadlines and budget constraints.
- Evaluated competitor products to identify potential areas for differentiation and improvements in our own offerings.
- Maintained accurate documentation of all experiments, facilitating seamless replication or future reference when needed.
- Developed novel formulations to meet specific customer requirements and industry standards.
- Provided technical support to marketing teams during product launches, addressing any concerns or questions regarding product specifications.
- Ensured consistent quality control measures were implemented throughout the R&D process, resulting in superior endproducts.
Product Development Assistant
Unilever Philippines
Manila, Metro Manila, Philippines
06.2009 - 06.2011
- Assists in the preparation of prototype samples and recommends measure to improve formulation and/ or processing.
- Assist in designing and conducting experimental studies in the laboratory and pilot plant scale to identify process variables affecting product quality.
- Assists in the evaluation of alternative raw materials for quality improvements and cost savings
- Conducted prototype testing to identify potential issues early in the development process, allowing for proactive problem-solving before full-scale production began.
Laboratory In Charge
Trans World Trading Co. Inc.
Makati City, Metro Manila, Philippines
06.2006 - 12.2006
- Performs basic metal analysis through he use of Atomic Absorption Spectrum (AAS)
- Calibrates equipments and standardize solutions.
- Handles more complicated laboratory testings.
- Provides basic trainings to interns
Practicumer
Trans World Trading Co. Inc.
Makati City, Metro Manila, Philippines
01.2006 - 05.2006
- Conducts laboratory tests including water samples from process equipments and waste water analysis.
- Conducts service water testings (from Generator sets, Boilers, Scrubbers, condensers and cooling towers) of the company's clients.
Education
Bachelor of Science - Chemical Engineering
Mapua Institute of Technology
Manila, Metro Manila, Philippines 04.2001 -
Skills
Customer service
Product knowledge
Customer relationship management (CRM)
Problem-solving abilities
Ability to learn quickly and maintain a high performance level in a fast-paced environment
Ability to learn quickly and maintain a high performance level in a fast-paced environment
Excellent computer skills, comfortable learning new systems and troubleshooting issues
Editorial or writing experience - with the ability to compose concise, and accurate written responses to customers, and have a strong affinity for proper grammar
Timeline
Trust and User Operations Analyst
Indiegogo
08.2021 - 11.2025
Sales Associate/ Customer Service
Thaiboom Trading
06.2019 - 08.2021
Research and Development Scientist
Skin Sciences Laboratory Inc.
04.2012 - 04.2013
Product Development Assistant
Unilever Philippines
06.2009 - 06.2011
Laboratory In Charge
Trans World Trading Co. Inc.
06.2006 - 12.2006
Practicumer
Trans World Trading Co. Inc.
01.2006 - 05.2006
Bachelor of Science - Chemical Engineering
Mapua Institute of Technology
04.2001 -