Summary
Overview
Work History
Education
Skills
Languages
Extra-Curricular Activities
Leadership & Community Involvement
Timeline
Generic

Zarah Kathryn Olindan

Bacoor

Summary

Resourceful and people-focused professional with 13+ years of experience in customer service leadership and church coordination. Proven track record of leading high-performing teams in regulated industries and supporting ministry operations through effective systems and relationship-building.


Following a decade in the financial sector, pursued freelance work, and ministry involvement, strengthening adaptability, leadership, and sense of purpose. Thrives in environments where people matter, systems work, and values lead.

Overview

14
14
years of professional experience

Work History

Follow-up Coordinator

Alabang New Life Christian Center
02.2025 - Current
  • Welcome first-time guests during Sunday services, ensuring a warm and engaging experience.
  • Send personalized follow-up messages to acknowledge attendance and encourage further involvement.
  • Invite guests to church gatherings, Life Groups, and LIFE Classes to foster deeper community engagement.
  • Support the church’s mission by building meaningful connections and guiding individuals in their spiritual journey.
  • Manage and update the church management system, maintaining an accurate database of over 2,000 members.
  • Track each member’s discipleship progress and spiritual growth journey, ensuring timely follow-ups and accurate records.

Freelance Contractor

Self-Employed
10.2021 - Current
  • Provides freelance writing services, specializing in creative and technical content across various platforms.
  • Offers customer service support to businesses, focusing on enhancing client satisfaction and improving operational efficiency.
  • Teach Japanese language to students of all ages, tailoring lessons to individual goals—whether for travel, conversation, school, or relocation—while incorporating grammar, vocabulary, and cultural context.

Process Manager

Tradesquare thru Hopla Inc
10.2022 - 11.2022
  • Spearheaded the documentation and optimization of customer-facing and back-office processes, ensuring alignment with client expectations.
  • Partnered with senior leadership to drive continuous improvement initiatives, resulting in more streamlined operations and better client outcomes.
  • Anticipated potential operational risks and developed mitigation strategies to maintain uninterrupted service delivery.

AVP, Customer Service

E*TRADE Financial by Morgan Stanley
04.2021 - 10.2021
  • Led 24/7 customer service operations, expertly managing a diverse team to deliver exceptional support across inbound/outbound calls, email, and chat channels.
  • Ensured rigorous regulatory compliance in AML, CTF, and PEP through robust risk management practices.
  • Elevated customer satisfaction by leveraging data-driven strategies, significantly enhancing service delivery and minimizing response times.
  • Collaborated with cross-functional teams to refine processes, achieving a 15% boost in efficiency and a notable reduction in operational costs.

Manager, CS

E*TRADE Financial Services
07.2011 - 04.2021
  • Led and managed a diverse team of Financial Services Representatives, excelling in inbound/outbound calls, email support, chat support, fraud prevention, Employee Stock Plans, and Mainstreet operations.
  • Maintained efficient 24x7 Customer Service operations, providing seamless overnight support.
  • Conducted comprehensive risk management operations, ensuring compliance with US Financial Industry Regulatory Authority standards.
  • Enhanced risk management procedures for increased effectiveness and efficiency.
  • Implemented strategic initiatives to boost employee morale and drive performance, elevating the overall customer experience.
  • Optimized chat, email, and overnight operations in collaboration with domestic counterparts, streamlining processes.
  • Revamped training and onboarding processes while managing a high-performing Customer Service team.
  • Conducted thorough quality evaluations of client interactions across calls, emails, and chats to ensure excellence.
  • Acted as Hiring Manager, overseeing recruitment processes through interviews and selection for Customer Service roles.
  • Fostered team member development through coaching, training, and delegation, unlocking their full potential.
  • Received the Customer Service Achievement Award for outstanding leadership contributions.
  • Consistently recognized as exceeding expectations in annual performance appraisals.

Education

Bachelor's of Divinity -

CLI (Christian Leaders Institute)
07.2025

Bachelor of Science - Computer Science

A Beka Academy

Skills

  • Service Delivery & Operations Management
  • Client Satisfaction & Account Management
  • Risk Management & Compliance (AML, CTF, KYC)
  • Team Leadership & Succession Planning
  • Call Center Management
  • Coaching
  • Creative & Technical Writing

Languages

English
Filipino
Japanese

Extra-Curricular Activities

Volunteer Social Media Manager, New Life Community Care Foundation, 2022-11-01 Beyond Success Certified Facilitator, John Maxwell's Equip Program, 2024-08-01

Leadership & Community Involvement

Volunteer Social Media Manager – New Life Community Care Foundation (Since Nov 2022)

Beyond Success Certified Facilitator – John Maxwell's Equip Program (Since Aug 2024)

Young Adults Connect Core Leader - New Life Christian Center (Since Dec 2023)

Timeline

Follow-up Coordinator

Alabang New Life Christian Center
02.2025 - Current

Process Manager

Tradesquare thru Hopla Inc
10.2022 - 11.2022

Freelance Contractor

Self-Employed
10.2021 - Current

AVP, Customer Service

E*TRADE Financial by Morgan Stanley
04.2021 - 10.2021

Manager, CS

E*TRADE Financial Services
07.2011 - 04.2021

Bachelor of Science - Computer Science

A Beka Academy

Bachelor's of Divinity -

CLI (Christian Leaders Institute)

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Zarah Kathryn Olindan