Radzma Shagarette Edza
Barangay 38-d (pob.),Davao-del-sur
Summary
Resourceful and results-driven Business Development Manager and Operations Manager with 14 years of experience in BPO, administrative support, and client-facing roles. Proven ability to manage calendars, coordinate meetings, handle customer inquiries, and support business operations remotely. Adept in voice, email, and chat support across global brands. Highly organized, tech-savvy, and committed to delivering exceptional service in fast-paced virtual environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager / Business Development Manager
OCAI Tech Solutions
Barangay 34-d (pob.), Davao-del-sur
01.2024 - 01.2026
- Lead cross-functional teams to ensure operational efficiency and client satisfaction
- Manage schedules, team performance, and client onboarding
- Support business development through lead generation and outreach.
- Oversee daily business operations and workflows.
- Monitor KPIs, productivity, and service quality.
- Create and improve SOPs, and process documentation.
- Handle scheduling, task delegation, and follow-ups
- Ensure client SLAs and deadlines are met
- Coordinate with IT, marketing, and customer support teams
- Prepare basic reports and operational updates
- Identify and qualify potential clients or partners
- Negotiate contracts, pricing, and partnerships
- Maintain CRM and sales pipeline tracking
- Develop growth strategies and revenue opportunities
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Oversaw quality control processes, maintaining high standards for all products and services.
Executive Secretary to Ms. Ma Lea S. Daligdigan
General Lead Merchandise
Tacurong City
01.2023 - 01.2024
- Handled calendar management, document preparation, and client coordination
- Provided administrative support and managed daily communications
- Handled Bid docs and procurement list
- Organised and minuted meetings, ensuring accurate record-keeping and follow-up on action points.
Customer Support Specialist - AT&T, DIRECTV STREAM, Wireless Mobility
Sutherland Global Services
01.2019 - 01.2023
- Resolved technical issues and ensured customer satisfaction.
- Order and Sales Management for three LOBs: MOBILE, DTV STREAM, and AT&T Products.
- Maximised customer satisfaction by resolving service issues promptly.
- Provided exceptional customer support via phone, email, and live chat, addressing queries and resolving issues efficiently.
Customer Service Representative
VXI
01.2018 - 01.2019
- Provided real-time support for food delivery services.
- Track drivers, and update customers about delivery time.
- Process billing disputes for drivers and customers.
- Assisted via phone and email.
- Maximised customer satisfaction by resolving service issues promptly.
Support Specialist - ItWorks MLM
Conectys Philippines Inc.
01.2016 - 01.2018
- Assisted customers with product inquiries and order processing via phone and emails
- Process order placement, Credit adjustment and track order deliveries
- Assess members estimated payouts
- Assisted via Phone and E-mail
Billing Representative / Escalations Officer - AT&T U-Verse
Sutherland Global Services
01.2012 - 01.2015
- Handled escalated tech support and billing concerns, Tier2 Support
- Cater Manage and Supervisor Call
- Reach out to back-office 3rd level support via call, chat or email
Professional Caregiver
Private Employer - Saudi Arabia
01.2008 - 01.2011
- Provided compassionate care and household support for sickly client
Education
BSBA - Marketing Management
Notre Dame University
CotabatoCaregiving Certification - Vocational
Gold Town Technological Institute
Buluan, MaguindanaoSkills
- Calendar Management
- Appointment Scheduling
- Email Support
- Chat Support
- Voice Support
- B2B Support
- B2C Support
- CRM Tools
- Project Management Tools
- Salesforce
- Vici
- RingCentral
- Google Suite
- MS Office
- Client Acquisition
- Lead Generation
- Technical Support
- Billing Support
- Customer Support
- Data Entry
- Online Research
- Process Improvement
- Workflow Optimization
- Excellent English Communication
- Microsoft Office Suite
- Google Workspace
- Fast learner of new platforms and tools
- Process improvement
- Team leadership
- Client onboarding
- KPI monitoring
Certification
- English Proficiency Training - Sutherland
- Berlitz Passer (twice)
- AT&T U-Verse Technical & Product Training
- AVG Technical Foundation - Sutherland
- ItWorks Product Training - Conectys
References
- Breechiara Coruña, VXI, 0939-015-7637
- Ray Causing, Sutherland Global Services, 0956-693-2464
- Kashmer Ritchie Samulna, OCAI Tech Solutions, 0995-314-7048
Timeline
Operations Manager / Business Development Manager
OCAI Tech Solutions
01.2024 - 01.2026
Executive Secretary to Ms. Ma Lea S. Daligdigan
General Lead Merchandise
01.2023 - 01.2024
Customer Support Specialist - AT&T, DIRECTV STREAM, Wireless Mobility
Sutherland Global Services
01.2019 - 01.2023
Customer Service Representative
VXI
01.2018 - 01.2019
Support Specialist - ItWorks MLM
Conectys Philippines Inc.
01.2016 - 01.2018
Billing Representative / Escalations Officer - AT&T U-Verse
Sutherland Global Services
01.2012 - 01.2015
Professional Caregiver
Private Employer - Saudi Arabia
01.2008 - 01.2011
BSBA - Marketing Management
Notre Dame University
Caregiving Certification - Vocational
Gold Town Technological Institute