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Work Background
PadletCustomer Operations Manager
Nov. 2024
Padlet, Inc.Customer Support Manager
Mar. 2014 - Dec. 2024SingaporeSuccessfully managed inquiries and provided timely and effective support to over 50
million users as the sole support specialist of a six-person startup
Achieved notable results, including maintaining an average response time of under 24 hours
and a 95% customer satisfaction rate, by managing a high volume of support tickets across
multiple channels, including email, phone, and chat.
Maintained a high level of customer satisfaction by ensuring prompt and satisfactory resolution
of customer issues.
LIVING STONE INTERNATIONAL SCHOOL INC.K-12 Teacher
Mar. 2013 - Aug. 2013Angeles, Central Luzon, PhilippinesCollaborated with students to establish clear and age-appropriate expectations, fostering a safe and supportive classroom environment.
Nurtured positive relationships with children and parents, building trust and open communication to support each child's unique needs.
Orchestrated engaging learning experiences, designing and implementing a variety of lessons, play activities, breaks, and meals that catered to diverse learning styles and interests, fostering a love for learning in students.
FreelanceAdministrative Support Specialist
Jan. 2010 - Mar. 2014Enhanced website visibility through SEO implementation
Integrated relevant keywords and tags into website copy, optimizing search engine ranking and improving discoverability for customer websites and products.
Streamlined administrative tasks and provided customer support
Managed a variety of administrative functions, including preparing sales materials, setting up training programs, processing expense reports, and responding to customer inquiries via phone and email.
Content creation for e-commerce platforms
Developed engaging website content, including articles and product descriptions, to inform and persuade online shoppers.
iQorCredit Collections Manager
Oct. 2009 - Mar. 2011Central Luzon, PhilippinesSupervised and trained a team of Collections Specialists, ensuring they adhered to ethical collection practices and departmental procedures.
Utilized advanced collection tools, such as predictive dialers, preview dialers, and other technologies, to effectively manage a high volume of inbound and outbound calls (average 200 per day), consistently meeting or exceeding established performance goals.
Negotiated and secured optimal payment arrangements for delinquent loans and accounts, adhering to company policies and regulations while maintaining professionalism and positive customer interactions.
Documented all account interactions and loan negotiations accurately and comprehensively, following departmental procedures and ensuring data integrity for efficient case management.
Datakey Marketing ServicesMarket Surveyor
May. 2006 - Oct. 2008Pampanga, Central Luzon, PhilippinesIdentified a pool of qualified clients based in Australia for holiday and travel leisure packages.
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