I am an experienced Operations, HR, and Quality Assurance leader with a strong background in BPO operations, team leadership, and process optimization. I started as a high-performing customer service representative and advanced into leadership roles through consistent performance, strong analytical skills, and a commitment to operational excellence.
I currently work as an HR & Operations Manager handling end-to-end HR functions including recruitment, onboarding, employee relations, payroll support, performance management, workforce coordination, KPI monitoring, reporting, and process improvement to ensure operational efficiency and business alignment.
I also worked as a pioneer Shopify Merchant Support Advisor in the Philippines, providing direct support to e-commerce merchants in billing, store setup, order fulfillment, and app troubleshooting, strengthening my skills in e-commerce operations, customer experience, and technical problem-solving.
Throughout my career, I have developed strong competencies in team leadership, HR operations, performance management, quality assurance, process improvement, stakeholder coordination, and client support operations.
Key strengths and experience include:
• Leading and managing teams of up to 37 agents, ensuring productivity, KPI achievement, and service quality
• Managing HR operations including recruitment, onboarding, employee relations, payroll coordination, and workforce administration
• Overseeing performance management systems, coaching programs, and employee development initiatives
• Designing and implementing QA frameworks, audit tools, and process improvements to enhance accuracy and efficiency
• Providing Shopify merchant support, assisting with store operations, billing issues, and e-commerce troubleshooting
• Collaborating with internal teams and clients to align operational goals, reporting standards, and service expectations
• Handling escalations and operational risks while maintaining service integrity and customer trust
• Supporting training, onboarding, and knowledge-sharing programs to improve team capability and consistency
I am highly skilled in fast-paced, remote, and performance-driven environments, with strong experience in HR systems, e-commerce support, workforce coordination, reporting, communication, and digital workflow tools.
I am known for combining data-driven decision-making with people-centered leadership, ensuring operational efficiency while maintaining strong team engagement and service quality.
