2015
Bachelor of Science in Psychology
Adamson University
More Info About Me
Experienced and results-driven Operations Manager with a customer-centric approach, adept at streamlining operations, reducing costs, and boosting productivity. Skilled in exceptional customer service, e-commerce management, and email marketing campaigns. Proficient in automating customer support processes and fostering interdepartmental collaboration for outstanding results. Over 10 years of experience driving operational excellence in dynamic environments
My Skills and Competencies
Social Media Management
Fb Ads Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2023
Pete and Lucy, LLC
(Operations Manager (B2B and B2C))
• Proven track record in overseeing and optimizing day-to-day operations to enhance efficiency, reduce
costs, and increase productivity. Successfully implemented process improvements resulting in streamlined
workflows and enhanced customer satisfaction.
• Adept at delivering top-notch customer service to ensure high levels of customer satisfaction and loyalty.
Skilled in handling inquiries, resolving issues, and maintaining positive relationships with clients, resulting
in repeat business and positive word-of-mouth referrals.
• Proficient in managing Shopify e-commerce platforms, including product catalog management, inventory
tracking, order processing, and payment gateway integration. Demonstrated ability to create engaging
online shopping experiences that boost sales and conversion rates.
• Experienced in executing email marketing campaigns using industry-standard tools to drive customer
engagement and sales. Proficient in crafting compelling email content, segmenting target audiences, and
analyzing campaign performance metrics.
• Demonstrated proficiency in managing and responding to various social media channels to engage with
customers, address inquiries, and manage online reputation. Knowledgeable about leveraging social
media as a powerful customer service and marketing tool.
• Expertise in automating customer support processes using Gorgias CRM, including ticket management,
automated responses, and intelligent routing. Implemented time-saving automation strategies to boost
team productivity and deliver prompt customer resolutions.
• Proven ability to handle escalated customer issues with tact and professionalism, resolving disputes and
ensuring customer satisfaction with a customer-first approach.
2022
-
2022
I-Gaming Group
(Project Based Contractor for AML Team / iGaming Consultant)
• Conducting detailed investigations of customers to detect potential money laundering risks.
• Reviewing customers and incidents where risk triggers are identified, or internal thresholds are met.
• Review alerts as part of the company’s PEPs, Sanctions and Watch Lists screening process.
• Collect documentary proof to build and maintain case files/profiles for transactions deemed suspicious
and source of funds/wealth.
• Daily assessment of AML reports relating to potential suspicious activity.
• Conduct investigations of money laundering alerts or transactions considered suspicious.
• Ensure timely and efficient reporting of transactions considered suspicious.
2020
-
2022
Netsurf Media Inc.
(Team Manager)
• Directed and mentored high-performing employees in the fast-paced environment of an online casino,
fostering a collaborative and results-driven culture.
• Orchestrated seamless daily operations, ensuring the optimal functionality of gaming platforms, customer
support systems, and transaction processing, leading to improved player satisfaction and retention rates.
• Successfully maintained compliance with industry regulations and internal policies, minimizing risk
exposure and upholding the casino's reputation for fair play and ethical conduct.
• Demonstrated exceptional problem-solving skills in handling escalated customer concerns, effectively de escalating conflicts, and turning challenging situations into opportunities for customer loyalty and
satisfaction.
• Utilized upselling strategies to promote premium services and personalized experiences, contributing to a
100% rise in the average transaction value and overall profitability of the online casino.
• Fostered strong interdepartmental communication and collaboration, working closely with marketing,
finance, and compliance teams to align strategies and achieve common goals.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Fb Ads Expert
Advertise your business across Facebook various ad formats and maximize your budget.