Ruth Pangilinan Calicdan
Senior Training And Operations Supervisor
Antipolo
Summary
Results-oriented professional with over 18 years of diverse experience across online platforms, including HR, recruiting, e-commerce, real estate, and logistics. Expertise includes training and development, team management, account acquisition and retention, sales support, and administrative functions. Proven track record in designing impactful training programs that enhance team performance and drive success through effective operational leadership and continuous improvement. Passionate about fostering skill development and empowering teams to achieve exceptional outcomes in dynamic environments.
Overview
21
21
years of professional experience
Work History
Sr. Training and Operations Supervisor
Richland United Solutions Inc
05.2025 - Current
- Company Overview: Accredited Agency of Uno Digital Bank
- Operations & Administrative Support
- Provide administrative assistance to the field sales team, ensuring they have the necessary resources and support.
- Assist Team Leaders in managing daily activities to optimize sales performance.
- Liaise with internal teams such to address operational requirements, including asset requests, budget needs, and other sales-related concerns.
- Reporting & Performance Monitoring
- Create and maintain accurate records of attendance, performance metrics, and other key data points needed for project monitoring and decision-making.
- Prepare and analyze reports using Microsoft Word, Excel, and PowerPoint to track agent productivity, sales performance, and operational efficiency.
- Training & Development
- Conduct product and loan orientation sessions for newly hired field sales agents.
- Provide refresher training for existing agents to enhance their knowledge and sales techniques.
- Identify skill gaps and coordinate necessary interventions to improve overall sales performance.
- Create and improve training decks
- Accredited Agency of Uno Digital Bank
Field Sales Supervisor
Richland United Solutions Inc
12.2024 - 03.2025
- Company Overview: Accredited Agency of Uno Digital Bank
- Lead, motivate, and monitor a team of Field Sales Agents, ensuring each agent achieves their assigned targets.
- Collaborate with agents to identify and implement lead generation strategies, including on-site visits, social media engagement, and event-driven marketing.
- Oversee the training of agents on compliance, product knowledge, and sales best practices.
- Track team performance through weekly reports to ensure alignment with targets and transparent goal tracking.
- Promote professionalism and adherence to standards for client interactions and ethical sales practices.
- Accredited Agency of Uno Digital Bank
Sr Customer Success Operations Supervisor
Doorbell Technologies
11.2022 - 05.2023
- Leads the establishment & institutionalization of the business processes, policies, etc. of CS Team
- Leads the implementation, audit & calibration of the CS's operational processes, policies, guidelines, etc. so the same can sustainably support the Company's business objectives
- Provide operational & strategic support to the BU's Operations Head/ CEO
- Leads the periodic and strategic review of the Dept/sub-Dept's current business operations & identify areas of improvement relative to the performance of the Dept/sub-Dept and its relevance & alignment to the assigned KRA/KPIs and the BU's objectives/goals
- Determine business process/es synergy & collaboration points with the other operational teams (i.e. BD, ROD, FIN, ADMIN, MKT)
- Conduct strategic consultation sessions with management & be able to comprehensively curate and communicate the actual &/or proposed facts, data, insights, etc. that have been provided, researched, etc.
- Leads the creation & maintenance of the documented operational processes, policies, guidelines, etc. of CS Team
- Oversees the implementation & execution of the established/institutionalized processes, policies, guidelines, etc. of the Dept/sub-Dept
- Oversees the inter/intra-Dept communication of the agreed/approved departmental processes, policies, guidelines, etc. of CS
- Conduct inter/intra-Dept (periodic and unscheduled) audits on the implementation & execution of the agreed/approved processes, policies, guidelines, SLAs, etc.
- Leads & manages the DoD operations of the Department.
- Leads the performance management & monitoring of the staff assigned to CS Team
- Leads the preparation & maintenance of quantitative performance related reports of/for the Dept/BU/Company
- Directly involved in the sourcing & screening of candidates for new or vacant positions in CS
- Leads the on-boarding and training of new hires
- Oversees the timely & proper on-boarding/activation of New customers
- Oversees the timely & proper implementation of product/service deliverables, corrective actions, etc.
OIC - BD Telesales
Doorbell Technologies
11.2022 - 05.2023
- Oversees the monitoring of the development & progress of existing/active Customers
- Oversees the telesales operations of BD
- Identify opportunities for up-selling / cross-selling
- Increase & sustain the growth of Active Customers; Churn management
- Leads the monitoring of all relevant product/service performance data per customer/project, identify &/or anticipate performance gaps and implement the necessary preventive &/or corrective action point/s to retain the customer
- Identify opportunities to up-sell &/or cross-sell the relevant product/service to a customer & coordinate/collaborate with BD for the relevant next action steps
- Leads the review of all relevant product/service performance data per customer/project & provide timely feedback & recommendations to all relevant stakeholders on how the performance of operational team/s &/or the customer/project can be improved
- Leads the review and validation of the prepared & maintained quantitative performance related reports of/for the customers
- Oversees and participates in the periodic internal/external customer business/executive reviews
Customer Success Supervisor
Doorbell Technologies
08.2022 - 10.2022
- Establish mastery of and be highly involved in the review and/or creation of the BU and/or sub-Teams’ operational processes, policies and/or guidelines.
- Assist and/or take the lead in developing, managing and monitoring the sub-Team’s KRAs (key result areas) and KPIs (key performance indicators) that are relevant to and aligned with the achievement of the BU’s KRAs/KPIs.
- Assist and/or take the lead in the management of the inbound/outbound communication channels and tools being used to receive and process the technical and/or transactional queries, service and support requests of the customers.
- Assist and/or take the lead in collaborating & establishing operational synergies with the other sub-Teams and BUs to ensure that the agreed scope of service, SLAs and concessions with customers are properly implemented and executed.
- Assist and/or take the lead in the management, resolution and documentation of escalated technical and/or transactional concerns and/or issues communicated by the customer(s).
- Assist in the gathering and in the timely communication of market and business industry intel in aid of allowing the BU to improve or implement innovations to its products and services.
- Assist in and/or take the lead in the communication and/or cascade of new and/or updates on the operational processes, policies and/or guidelines to the key members of the BU and/or relevant sub-Team(s)
- Assist and support the Operations Manager (OM) in conducting periodic and/or random audit on the implementation of the agreed and prescribed operational processes, policies and/or guidelines of the sub-Team.
- Gather, curate, maintain, analyze and interpret relevant business data in assessing and in providing timely and relevant reports and strategic and/or tactical recommendations and that will help ensure the achievement of the BU’s business goals and KPIs and the sustained development and improvement of the business and the members of the BU.
Sr. Customer Service Officer
Doorbell Technologies
09.2020 - 07.2022
- Build expert and dynamic knowledge of company products, services and processes to proactively understand and support customer’s (merchant/client, rider, consumer and partners) desired outcomes and needs
- Achieve and maintain customer success performance metrics
- Recommend customer success strategies and tactics to the immediate superior with the goal of improving the Company’s policies and services
- Monitor, extract, and interpret data to identify what’s working and what needs improvement
- Help in mentoring or training junior team members to ensure consistent implementation of Company’s Values and operational policies and guidelines
- Contribute in the development of customer support content or frequently ask questions (FAQs) in close coordination with the immediate superior and various Departments
- Communicate effectively with both internal and external key personnel to understand customer needs, maximize retention and growth, and communicate learnings
- Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
- Respond quickly, professionally, and accurately to all customer inquiries regarding orders, deliveries, complaints, and merchant and rider requirements, among others via chat, call and customer relationship management tool, by closely coordinating and resolving concerns with involved Department/s
- Handle escalated Tickets, issues, and complaints from customers (merchant/client, rider, consumer and partners) from calls, chats and the customer relationship management tool
- Ensure that daily recordings, and issues and resolutions are logged and documented in an electronic database for review by the leadership and the management teams
- Manage orders and bookings received, and ensure timely updating of monitoring sheets for proper delivery assignment and smooth and successful workflow
- Ensure that daily recordings, and issues and resolutions are logged and documented in an electronic database for review by the leadership and the management teams
- Manage orders and bookings received, and ensure timely updating of monitoring sheets for proper delivery assignment and smooth and successful workflow
- Monitor orders received from the Dingdong Marketplace, and manage transactions through timely coordination with all Departments and effective resolution of issues, if any
- Follow company communications guidelines and procedures under minimal supervision
- Perform other duties as assigned
Broker Coordinator
HOPPLER INC
06.2018 - 02.2020
- Acquire and manage listings and partner brokers through telemarketing and client visits.
- Coordinate with Sales Directors regarding new and existing partner brokers.
- Accredit Hoppler to different Real Estate Developers. Process renewal of Accreditation.
- Market and Promote properties of partners(brokers and/or owners) to potential clients.
- Updates client listings in the company’s inhouse CRM platform.
- Invite clients to different Hoppler Events.
- Build professional and excellent working relationship with partner brokers and agents.
- Lead projects or tasks assigned by the management.
Leads Gen/Customer Relation Manager
OLX / Property24
04.2017 - 03.2018
- Effectively handled after sales service of clients of Property24/OLX for Real Estate Category by systematically coordinating with the clients and giving off boarding that resulted to increase general sales revenues thru renewal and lower retention.
- Effectively conducted training to clients on how to use and maximize the usage of the platform which resulted in an increase in the volume of usage of the platform.
- Conducted training regarding processes, CRM and other platforms for new hires, which resulted in an increase on the number of usage on the CRM platform by 100% and better, efficient tracking of sales.
- Service deployment / activation of subscription for clients and ensuring that clients are able to post their listings in the portal.
- Shares best practices as a means of supporting the growth of other members of the team.
- Managed the use of BASE CRM, Manager Tool and Admin Panel platforms.
- 100% TAT in creation of Manager tool platform for clients that resulted in delivery of service.
- Assists clients that are due for renewal by providing off boarding to clients.
- Process and audit all incoming new sales and renewal sales to ensure all documents are met and that all payments and sales are valid.
- Provides and distributes new leads to the sales force.
- Adds and creates new contacts and deals in Base for Real Estate and Ad Sales Team.
- Received recognition of having the highest survey rating for Best Sales Support for the month of September and December 2017.
Admin/HR Supervisor
ZOOM CELERO COURIER INC
10.2016 - 03.2017
- Responsible for overall administrative task of the company
- Ensures all office supplies/company assets are sufficient and well maintained.
- Manages all Corporate Mobile Accounts and ensures that all accounts are active.
- Monitors account usage and overages are deducted and paid on time.
- Responsible for all company purchases.
- Ensures that all purchases are beyond the given budget.
- Coordinates and maintains good relationships with suppliers.
- Ensures that all maintenance and security are in place.
- Ensures that tasks of maintenance are being done in a timely manner.
- Monitoring of cost analysis for office supplies and inventories.
- Assign in the preparation of the company's events.
- Responsible for all HR matters.
Business Development Manager
QUICKDELS TRANSPORT SERVICES CORP.
04.2015 - 09.2016
- Ensures that all company existing accounts are taken care of by maintaining regular visits and good relationships between companies.
- Provides accurate and competitive rates and quotations for client’s requirements.
- Provides timely updates to clients regarding shipment progress.
- Monitors and ensures that all shipments are delivered on the committed date.
Administrative Officer
XEND BUSINESS SOLUTIONS INC.
04.2013 - 04.2015
- In-charge in all Corporate Mobile Accounts.
- Incharge in coordinating with Shell regarding company fleet cards.
- Monitoring of company supplies and purchasing.
- Coordinates with suppliers. Ensuring that all supplies purchased, monitored and delivered on time.
- Acts as Executive Secretary to the CEO at Managing Director.
- Ensures that all maintenance and security are in place.
- Ensures that tasks of maintenance are being done in a timely manner.
- Coordinates with the supplier of pouches and ensures that the company has enough stocks on hand.
- Ensures that waybills also have stocks on hand and coordinates with the supplier as well at the Official Receipts.
- Monitoring of cost analysis for office supplies.
- Assign in the preparation of the company's events.
- Ensures all company vehicles are well maintained.
- Ensures all office renovation activities are done on time.
Customer Service Specialist
XEND BUSINESS SOLUTIONS INC.
10.2012 - 03.2013
- Ensures that all client inquiries and follow-up are answered satisfactorily.
- Coordinates with the couriers to ensure that pick-ups and delivery of the parcels are successfully done.
Operations/Sales
TAIPAN FOOD EXPRESS (FAMILY BUSINESS)
02.2009 - 08.2012
- Assigned in store operations and sales.
CSR/Sales Coordinator
ACEWORLD EXPRESS INTERNATIONAL INC.
03.2007 - 04.2008
- Assign in setting appointments for Account Executives.
- Getting new prospective clients through calling and closing accounts/shipments through phone calls.
- Helping also in some operation works.
- Assisting in doing clerical jobs.
- Inquiring and giving quotations to client inquiries.
- Booked pick-ups.
Human Resource Officer
CISCOR MANAGE OUTSOURCE SOLUTIONS
11.2005 - 02.2007
- Responsible in hiring, de-hiring, posting advertisement/man pooling, and training of new employees for various projects of the company.
- In-charge in issuance of Memorandum, filing of 201 file and submitting weekly, monthly, yearly evaluation of all employees.
Project Coordinator/Supervisor
CISCOR MANAGE OUTSOURCE SOLUTIONS
06.2004 - 11.2005
- Responsible for handling the 3 patient programs for Eli Lilly Phils.
- Ensures that reports are submitted on a timely manner in a weekly and monthly basis on the client Head.
- Manages the information verification of the 3 patient programs.
- Ensures that all Medical Representatives inquiries are attended.
- Effectively assists and explains to patient’s inquiries regarding their enrolled patient program status and perks.
Education
Bachelor of Science in Commerce - Management
Centro Escolar University
01.2004
Skills
Process optimization leadership
Relationship management
Performance evaluation
Team leadership
Personal Information
- Date of Birth: 1983-03-31
- Marital Status: Single
Timeline
Sr. Training and Operations Supervisor
Richland United Solutions Inc
05.2025 - Current
Field Sales Supervisor
Richland United Solutions Inc
12.2024 - 03.2025
Sr Customer Success Operations Supervisor
Doorbell Technologies
11.2022 - 05.2023
OIC - BD Telesales
Doorbell Technologies
11.2022 - 05.2023
Customer Success Supervisor
Doorbell Technologies
08.2022 - 10.2022
Sr. Customer Service Officer
Doorbell Technologies
09.2020 - 07.2022
Broker Coordinator
HOPPLER INC
06.2018 - 02.2020
Leads Gen/Customer Relation Manager
OLX / Property24
04.2017 - 03.2018
Admin/HR Supervisor
ZOOM CELERO COURIER INC
10.2016 - 03.2017
Business Development Manager
QUICKDELS TRANSPORT SERVICES CORP.
04.2015 - 09.2016
Administrative Officer
XEND BUSINESS SOLUTIONS INC.
04.2013 - 04.2015
Customer Service Specialist
XEND BUSINESS SOLUTIONS INC.
10.2012 - 03.2013
Operations/Sales
TAIPAN FOOD EXPRESS (FAMILY BUSINESS)
02.2009 - 08.2012
CSR/Sales Coordinator
ACEWORLD EXPRESS INTERNATIONAL INC.
03.2007 - 04.2008
Human Resource Officer
CISCOR MANAGE OUTSOURCE SOLUTIONS
11.2005 - 02.2007
Project Coordinator/Supervisor
CISCOR MANAGE OUTSOURCE SOLUTIONS
06.2004 - 11.2005
Bachelor of Science in Commerce - Management
Centro Escolar University