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Work Background
PickleSpotPHFounder & Product Operations Lead
Apr. 2026PhilippinesFounder and Product Operations Lead of PickleSpotPH, a sports-tech platform designed to help players discover courts, join games, and connect with the pickleball community while helping court owners improve visibility and grow their business.
Key responsibilities include:
• Product planning and operational strategy
• User workflow and customer journey design
• Subscription and monetization model development
• Booking, wallet, refund, and KYC process design
• Quality assurance and platform testing
• Customer support workflow planning
• Administrative and reporting system design
• Launch readiness and platform operations management
Through PickleSpotPH, I have applied leadership, business operations, customer experience, and technology planning principles to build a scalable platform from concept to launch readiness.
4M2EOperations Lead & Department Head
May. 2025PhilippinesLead operations and performance management for a department within a U.S.-based law firm. Responsible for team leadership, recruitment, coaching, compliance oversight, performance improvement, and day-to-day operational support. Key Responsibilities:
• Lead and mentor team members to achieve performance goals
• Conduct applicant screening, interviews, and hiring recommendations
• Manage escalations and customer concerns
• Monitor KPIs, productivity, and service quality
• Develop and improve operational workflows
• Ensure compliance with company and client requirements
• Collaborate with cross-functional teams to support business objectives
• Provide coaching, training, and performance feedback
ServerPlusTechnical Support Specialist
Apr. 2024 - Jan. 2025United StatesProvided technical support and consultation for customers across hosting, server, and web-related environments, resolving over 500 technical issues per month while maintaining high customer satisfaction. Key Responsibilities:
• Diagnosed and resolved technical support issues through remote troubleshooting
• Assisted customers with hosting, server, website, email, and platform-related concerns
• Investigated recurring issues and implemented process improvements
• Documented solutions and contributed to knowledge-sharing initiatives
• Collaborated with internal teams to improve service delivery and operational efficiency
• Maintained high service standards while managing multiple support requests Developed expertise in technical troubleshooting, customer success, process improvement, service delivery, and remote operations.
ShortPointCustomer Support Assistant
Jan. 2020 - Feb. 2024United StatesProvided customer support for a SaaS-based platform, assisting users with technical issues, product functionality, troubleshooting, and platform adoption. Key Responsibilities:
• Resolved customer inquiries through ticket-based support
• Investigated and troubleshot technical and product-related issues
• Collaborated with cross-functional teams to improve customer experience
• Assisted with feature requests, user education, and product guidance
• Contributed to workflow improvements and support process optimization
• Managed multiple priorities while maintaining service quality and response targets Developed expertise in SaaS support, customer success, technical troubleshooting, stakeholder communication, and service delivery.
Self employedSmall Business Owner
Aug. 2019 - May. 2026Dumaguete CityScaled revenue by 40% in three years through strategic pricing and marketing. • Reduced operational costs by 25% through process optimizations. • Negotiated vendor contracts to maintain high service quality.
Peak OutsourcingOperations Manager
Jun. 2018 - Jan. 2020Region VII - Central Visayas, PhilippinesManaged day-to-day operations for multiple teams, focusing on performance management, process improvement, workforce optimization, and service delivery. Key Responsibilities:
• Led and developed teams across multiple operational functions
• Monitored KPIs, productivity, and quality metrics
• Implemented process improvements to increase efficiency and reduce operational costs
• Collaborated with stakeholders to support business objectives
• Conducted coaching, mentoring, and performance management activities
• Supported workforce planning, reporting, and operational decision-making Successfully improved operational performance while maintaining service quality and team engagement.
Author Solutions, LLCPublishing Consultant
May. 2017 - Jun. 2018On-siteManaged author publishing projects, maintaining a 98% client satisfaction rate. • Conducted educational workshops to empower aspiring authors.
ConvergysTechnical Specialist
Sep. 2016 - May. 2017Cebu CityAchieved a 95% first-contact resolution rate for technical support. • Collaborated with teams to enhance application efficiency.
FIRM SolutionsChat/Email Homebased Specialist
Feb. 2015 - Sep. 2016Cebu CityWeb Influencer
WiproCustomer Service Team Lead
Jun. 2009 - Feb. 2015Cebu CityProvided leadership and operational support within customer service environments, overseeing queue performance, service quality, and team development. Key Responsibilities:
• Supported day-to-day team operations and performance monitoring
• Assisted with coaching, mentoring, and employee development
• Managed escalations and complex customer concerns
• Coordinated workflow distribution and queue management
• Monitored quality, productivity, and service level objectives
• Collaborated with management to improve operational efficiency Built strong foundations in leadership, customer experience, service delivery, and operational management.
People Support PhilippinesBanking Associate
Sep. 2006 - Mar. 2009Cebu City
People Support PhilippinesSales , Retention, and Customer Service Representative
Aug. 2005 - Sep. 2006Cebu City
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