Michelle Pataweg
Angeles City, Pampanga
Summary
Results-driven Operations Manager known for unparalleled productivity and efficiency in task completion. Specialize in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations management and positive team dynamics.
Overview
9
9
years of professional experience
Work History
Operations Manager
Datamatics
Clark Freeport Zone
01.2022 - 07.2024
- Overseeing the overall operations and performance of the technical support department, ensuring efficient and effective support delivery. Developing and implementing strategies and processes to improve the efficiency and quality of technical support operations. Setting performance goals and objectives for the team, and monitoring and evaluating performance metrics to ensure targets are met. Managing and coordinating the allocation of resources, including staffing levels, work schedules, and workload distribution. Collaborating with other teams, such as product development or engineering, to provide insights and feedback on customer issues and challenges. Conducting regular performance evaluations and providing coaching and feedback to team members to foster their professional growth.
Senior Team Lead
Datamatics
Clark Freeport Zone
02.2020 - 01.2022
- Leading and managing a team of technical support representatives, providing guidance, support, and mentoring to ensure their success. Acting as the primary point of contact for escalated inquiries or complex technical issues, providing expert-level support and resolution. Monitoring and evaluating team performance, including call quality, response times, and customer satisfaction, and implementing strategies to enhance team performance.Acting as a liaison between the technical support team and upper management, providing regular reports on team performance, customer feedback, and ongoing issues.
Administrative Assistant
Shore 360 Philippines
Clark Freeport Zone
05.2019 - 10.2019
- Managing orders sent through suppliers, checking warehouse has shipped orders, managing back orders, ad hoc – updating tracking numbers, orders and deliveries. Researching and Analysis- assist in identifying new products, competitor analysis, and business KPI reporting. Customer Service- order status enquiries and tracking, faulty products/ returns requests, product troubleshooting and product advise, following up incomplete payments, returning missed calls/ voicemails (phone, email, chat, social media, ebay, amazon).
Team Lead
Cloudstaff
Angeles City
08.2018 - 02.2019
- Supervise the client relationship management database and utilize it to manage contacts and mailing lists. Develop in- depth knowledge about business development practices, marketing strategies to prospective clients and industry trends. Manage customer calls and appointments effectively for new opportunities.
Team Lead
Convergys
Angeles City
03.2015 - 06.2018
- Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency. Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
Education
Undergraduate - Information Technology
Isabela State University
Echague, Isabela PhilippinesSkills
- Data Analysis
- Organizational Management
- Process Improvement
- Performance monitoring
- Document Control
- Performance reporting
- Customer Service
- Policies and procedures implementation
- MS Office
Timeline
Operations Manager
Datamatics
01.2022 - 07.2024
Senior Team Lead
Datamatics
02.2020 - 01.2022
Administrative Assistant
Shore 360 Philippines
05.2019 - 10.2019
Team Lead
Cloudstaff
08.2018 - 02.2019
Team Lead
Convergys
03.2015 - 06.2018
Undergraduate - Information Technology
Isabela State University
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