Ven Edward C. Aban
Pasig City
Summary
Experienced operations professional with a strong background in managing team performance, process optimization, and support.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Social Impact Coordinator - Atlassian Foundation
Atlassian Philippines
02.2024 - Current
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally through Jira tickets.
- Gathered and organized materials to support operations.
- Contract processing and vendor management for non profit organization.
- Supported Finance Manager for Finance Related tasks such as processing of invoice and reviewing of discretionary funds.
- Jira Service Desk Admin for Atlassian Foundation.
- Working on process automation.
- Stakeholder management to achieve better operational success, understand and work on gaps to improve processes.
Field Operations Team Lead
Atlassian Philippines
11.2021 - 11.2023
- Managed day-to-day team operations, focusing on exceeding internal KPIs for the Shared Services Partner Program
- Defined, measured, and reported on metrics for internal efficiency, SLAs, and support volumes
- Stakeholder management - Continuous Engagement and Building Relationships to align stakeholders with the project's goals, reduce risks, and enhance project success by fostering a collaborative environment
- Collaborated cross-functionally with Partner Program, Channel, and other teams to streamline operations and enhance support
- Led process documentation efforts and maintained a comprehensive process library, supporting process improvements
- Trained and onboarded new specialists, fostering a collaborative and customer-centric team environment
- Acted as an escalation point for complex issues, facilitating prompt resolution and customer satisfaction
- Improved operational reporting and documentation for executive updates, contributing to better-informed decision-making
- Developed a growth plan for team members, enhancing skills in troubleshooting and customer support
Business Process Associate
Atlassian Philippines Inc.
02.2019 - 11.2021
- Acted as a liaison between IT and business units, facilitating new systems development and enhancement
- Testing and Implementation: Participate in user acceptance testing, smoke testing, and implementation activities.
- Process Improvement: Identify and propose improvements to reduce critical issues and enhance efficiency.
- Created workflow diagrams and automated data entry processes, reducing redundancies and enhancing process speed
- Troubleshooting: Address system issues before escalating them to IT.
Field Operations Specialist
Atlassian Philippines Inc.
12.2017 - 02.2019
- Managed customer engagement and support, ensuring adherence to quality standards in handling requests
- Reviewed and managed vendor and contractor contracts, supporting alignment with operational goals
- Delivered high-quality customer service, proactively addressing complaints and implementing improvements
- Contributed to improved service standards by refining internal processes and enhancing customer satisfaction
Customer Advocate
Atlassian Philippines Inc.
11.2014 - 12.2017
- Answer customer queries tickets and phone calls within 24 hours
- Create quotes/orders for B2B and individual customers
- Participate in meetings such as stand up to work for the betterment of the team
- Look for trends that will affect the Team's productivity
- Conduct brownbag for training and information
- Coordinate with other Department to help out customers
- Analyze internal processes and recommend and implement procedural or policy changes to improve operations
Education
Diploma of Higher Education - Mass Communication Major in Broadcasting
Centro Escolar University
01.2007
Skills
- Process Improvement
- Customer Support
- Workato automation
- Stake holder Management
- Client account management
- Customer relationship building
- Leadership & influence
- Solutions-focused
- Training and development
- Goal development planning
- Priority management
- Operational planning
- Issue resolution
- Task delegation
- KPI management
- Scheduling and calendar management
- General office administration
Additionalaccomplishments
- Developed policies to exceed quality and production targets, fostering a culture of continuous improvement.
- Streamlined workflow by consolidating processes, resulting in more efficient and timely task completion.
Certification
- Six Sigma Certification
Timeline
Social Impact Coordinator - Atlassian Foundation
Atlassian Philippines
02.2024 - Current
Field Operations Team Lead
Atlassian Philippines
11.2021 - 11.2023
Business Process Associate
Atlassian Philippines Inc.
02.2019 - 11.2021
Field Operations Specialist
Atlassian Philippines Inc.
12.2017 - 02.2019
Customer Advocate
Atlassian Philippines Inc.
11.2014 - 12.2017
Diploma of Higher Education - Mass Communication Major in Broadcasting
Centro Escolar University
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