Mary Ann Garcia
Operations Analyst | Team Leader
Baguio City
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Demonstrated record of accomplishment in proposing, outlining and writing engaging, fresh content. Logical and methodical with creative eye for details and diligence in producing exceptional work. Well-versed in building interest in readers.
Overview
14
14
years of professional experience
Work History
Project Manager
Tommie Traffic
Atlanta
03.2023 - Current
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and implemented strategic project plans to meet business objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored project progress, identified risks and took corrective action as needed.
- Developed and maintained automated alert systems for important deadlines.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Updated and maintained confidential databases and records.
Operations Analyst
Sabai Designs
New York
10.2022 - Current
- Developed and updated tracking spreadsheets using Notion.
- Consulted with stakeholders to develop operational strategies and processes.
- Supported supervisor and associated team members to maintain system functionality.
- Over see fulfillment of orders from Shopify to ShipStation to Manufacturer to delivery. Processed minimum of 100 orders per Manufacturer.
- Over see sales operations to run smoothly through effective management of department's workflows and processes.
- Collaborated with stakeholders and manufacturer to determine sales areas that could be improved.
- Used Notion to have better overview of schedules, files, tracking of data for each batch being processed.
Team Leader
Virtual Squad
Baguio City
11.2021 - 08.2022
- · Day to day task would cover assigning task for Quality and CS VAs. Making sure that all trackers for store health, store profile are all up to date.
- Day to day task is to check reports for buyer feedback, create template/scripts for buyer messages, inquiries and dispute. Goal is to manage what is controllable and to avoid having same issues arise.
- Understanding impact of feedback to increase profitability and manage store health.
- · Mentored and guided average of 20 -30 employees to foster proper completion of assigned duties.
- · Built strong relationships with customers through positive attitude and attentive response.
- · Implemented new working processes to deliver multiple improvements.
- · Supported office business development and customer service.
- · Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Initiated timely response to emails, voicemails and written correspondence.
- · Managed over 100 Ecommerce stores.
Copy and Content Writer
FunnelGeekPro
Baguio City
07.2020 - 09.2021
- Developed copy while maintaining brand voice and adhering to legal requirements.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.
- Provided writing support in fast-paced environment for variety of public-facing materials.
Customer Service IV
Medtronic Phils
Taguig City
09.2018 - 09.2021
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Assisted customers with needs such as troubleshooting their medical device, assist with education and analyzing report to understand possible reasons of issue and provide recommendation. Managed 25 calls per day with 20mins to 2hrs talk time.
Business Strategist
Funnel Geek Pro
Baguio City
05.2020 - 10.2020
- Reviewed internal systems and organized scaling plans to address areas in need of improvement.
- Evaluated current processes to develop improvement plans.
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
Team Leader
Convergys Phils
Quezon City
02.2009 - 09.2018
- Mentored and guided average of 20 employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Sales and Communication Coach
Convergys Phils
Baguio City
05.2016 - 09.2017
- Monitored effectiveness of various campaigns and communication strategies.
- Conducted classes and workshops for agents/technician on special topics of interest.
- Helped agents/technician meet KPI goals by establishing clear objectives and increased their sales by 10%.
Education
No Degree - Bachelor in Electrical Engineering
Saint Louis University
Baguio CityHigh School Diploma -
University of Baguio
Baguio CitySkills
Complaint resolution
Accomplishments
- Supervised team of 22 staff members and 37 stores.
Leadership Academy Trained - Telco Account Training
Leadership as Coaches Training - Company Training
Timeline
Project Manager
Tommie Traffic
03.2023 - Current
Operations Analyst
Sabai Designs
10.2022 - Current
Team Leader
Virtual Squad
11.2021 - 08.2022
Copy and Content Writer
FunnelGeekPro
07.2020 - 09.2021
Business Strategist
Funnel Geek Pro
05.2020 - 10.2020
Customer Service IV
Medtronic Phils
09.2018 - 09.2021
Sales and Communication Coach
Convergys Phils
05.2016 - 09.2017
Team Leader
Convergys Phils
02.2009 - 09.2018
No Degree - Bachelor in Electrical Engineering
Saint Louis University
High School Diploma -
University of Baguio
Tools
Amazon Seller Central | Slack | Skype | Notion | Trello | Google Sheet | Excel | Google Workspace| Gorgias | Shopify | Shipstation| Zoom | Ring Central| SAP CRM | RC1 | Avaya| Verint|
Tools
Amazon Seller Central | Slack | Skype | Notion | Trello | Google Sheet | Excel | Google Workspace| Gorgias | Shopify | Shipstation| Zoom | Ring Central| SAP CRM | RC1 | Avaya| Verint|
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