Summary
Overview
Work History
Education
Skills
Timeline
Generic
Raymart Gaviola

Raymart Gaviola

Operation Lead
Sto. Tomas

Summary

Dynamic Fulfillment Manager at Wherezhemp with expertise in inventory management, process optimization, shipping and receiving and a proven track record in enhancing operational efficiency. Skilled in ERP systems and fostering teamwork, coordination, warehouse management, and strategic planning. I successfully implemented process improvements that boosted order accuracy and reduced processing time, while maintaining high customer satisfaction levels.


Overview

12
12
years of professional experience

Work History

Fulfillment Manager

Wherezhemp
12.2022 - 07.2025
  • Manages onboarding, order processing, fulfillment, production and shipment.
  • Handling data entry, incoming and outgoing inventory, providing velocity reports, 3pl and daily sales trends.
  • Handling Client communications with their needs, and setting them up for success with their business goals and everything in between.
  • Coordinated scheduling of shifts for staff to maintain adequate coverage during peak hours, resulting in improved service levels.
  • Oversaw daily operations of fulfillment center, ensuring timely processing of orders and adherence to safety protocols.
  • Managed inventory control processes, utilizing ERP systems to track stock levels and streamline replenishment.
  • Implemented efficient picking and packing procedures, reducing order processing time while maintaining accuracy.
  • Trained and developed new staff on fulfillment processes, fostering a collaborative work environment and enhancing team performance.
  • Conducted regular audits of shipping accuracy and quality control, identifying areas for improvement in operational workflows.
  • Analyzed fulfillment metrics to identify trends and implement process improvements that increased operational efficiency.
  • Maintained compliance with industry regulations by monitoring safety standards and conducting training sessions for all staff members.

Operations Team Manager

TaskUs
10.2018 - 12.2022
  • Established Ideas and Actions towards completing goals. (CRES, CSAT, FCR, RCR and AHT)
  • Help discipline individuals in achieving their people metrics (Attendance, ADH/SHR)
    ○ Highlighting agents with habitual attendance issues that went green or resolved under my supervision by focusing on EQ approach, recognizing stress & mental health triggers.
  • Adaptable to changes, due to rotational schedule and quarterly shift bidding. Adjusting with a new team, leaders and management techniques have been swift. Going extra mile to achieve exemplary goals while strengthening camaraderie.
  • Mentoring agents to achieve personal and career growth and imparting a huge impact in their top notch performance, including promotions.
  • Consistently passing scorecard and ranking weather Individual and/or as a Team. Contributing positive scorecard to the Cluster, to the Campaign and its overall revenue.
  • Coached outliers, non-performing/complacent tenured agents and able to show massive progress in their scorecard, which are being incentivized.
  • Improved on Newbie folks by maximizing their current strength (fresh graduates) and gradually upskill with what is lacking.
  • Achieved highest CRES and CSAT. Consistent performance every quarter by establishing fresh action plans within the
    team which have been recognized to became part of a process and implemented to the whole program/campaign.
  • Embody the positive work ethic, discipline and core values. Allowing to resonate positive behavior in order to become an
    effective leader and role model to the next potential leaders.
  • Hands on with the daily operations of the team, ensuring efficient workflow and adherence to SOPs and Security.
  • Developed and implemented training programs for enhancing operational knowledge and team performance.
  • Collaborated with cross-functional teams and other Dept. to streamline processes, reducing operational bottlenecks and improving service delivery operations.
  • Conducted regular audits of operational procedures, identifying areas for improvement and implementing corrective actions, immediately.

Quality Assurance Professional

Sutherland Global Services
03.2014 - 10.2018
  • Facilitated actions that led to the recovery of key metrics for a multiple line of business that sells software, hardware
    devices that are mostly from Microsoft. (Sales, Customer Service, Technical Assistance and Post Sales related
    concerns)
  • Increased CSAT scores by 20% on handled LOB within 30 days and managed to maintain set a standard goal to beat with a stabilize QA scores month on month.
  • Enabled effective transition to a new client audit-monitoring form tool. Designed modules, communication packets
    and supported change management that resulted in performance that is above the soft and actual targets.
  • Supervises up 20 – 30 consultants with an average of three-year tenure.
  • Facilitated supplemental training sessions
    focusing on the key metrics. (CSAT, CPE, Quality, HR and FCR)
  • Conducts Information Security and governance audits to ensure that the account remains compliant with ISO 27001.
  • Participates in client visits, business reviews and prospecting presentations
  • Developed and executed comprehensive test plans and test cases to ensure software quality and functionality met established requirements.
  • Collaborated with development teams to identify, document, and track defects using issue tracking systems, resulting in improved product and process quality.
  • Conducted thorough regression testing following software updates, ensuring that existing functionalities remained intact.
  • Trained and mentored junior QA staff on best practices for testing methodologies and tools, enhancing team capability and efficiency.

Service Delivery Chat Consultant

Sutherland Global Services
01.2014 - 03.2014
  • Designed to support inbound chat with consumer concerns (order processing, product inquiry and post-sales related
    issues)
  • Knowledge in Technical support for Microsoft software. (download, installation and activation) remote access to fix software issues.
  • Team player. Setting goals for team improvement and individual score metrics.
    ● POC for Chat. Handled Sup Chats and Escalations.
    ● Coordinated with Team Manager and provided feedback and actionable items to meet and exceed metrics.
    (CPE, Sales Conversion)
  • Collaborated with cross-functional teams to develop strategic recommendations, enhancing operational efficiency and effectiveness.
  • Engaged in continuous learning about industry best practices and emerging trends to provide informed insights during client consultations.

Service Delivery Voice Consultant

Sutherland Global Services
09.2013 - 01.2014
  • Supported inbound calls with consumer concerns (order processing, product inquiry and post-sales
    related issues
  • Enhanced communication and comprehension skills. Handled customers from North America and Canada.
  • Participated in Team huddles that focuses on improving performance of the Team and Program.
  • Set up and spearheaded implementation of techniques to reach sales targets, provide positive customer experience and protect customer rights.
  • Collaborated with team members to develop project timelines, ensuring all deliverables met client expectations.
  • Participated in client meetings, documenting key discussions and action items for follow-up.

Education

Under Graduate - Pharmaceutical Sciences

Centro Escolar University
Manila, Metro Manila, Philippines
05.2001 -

High School Diploma -

Pampanga High School
San Fernando, Province Of Pampanga, Philippines
05.2001 -

Skills

    Shipping and receiving

    Warehouse operations

    Customer relations

    Inventory monitoring

    Lean principles

    ERP systems

    Root-cause analysis

    Quality assurance

    Forecasting

    Teamwork and collaboration

    Daily operations management

    Data entry

Timeline

Fulfillment Manager

Wherezhemp
12.2022 - 07.2025

Operations Team Manager

TaskUs
10.2018 - 12.2022

Quality Assurance Professional

Sutherland Global Services
03.2014 - 10.2018

Service Delivery Chat Consultant

Sutherland Global Services
01.2014 - 03.2014

Service Delivery Voice Consultant

Sutherland Global Services
09.2013 - 01.2014

Under Graduate - Pharmaceutical Sciences

Centro Escolar University
05.2001 -

High School Diploma -

Pampanga High School
05.2001 -

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Raymart GaviolaOperation Lead