Summary

Work experience

• Operations Support Specialist

  RareJob Philippines Inc.

  2022.01-Current

  (4 years)

  1. Operations & Stakeholder Management: Manages online tutors and internal projects by developing operational processes, creating training materials, and ensuring compliance with quality standards 2. Zendesk Administration: Configures and optimizes the Zendesk platform by managing user roles, creating automations, and developing custom reports to track key performance indicators (KPIs) 3. Team & Performance Management: Organizes and delegates tasks, monitors team performance targets, and conducts quality assurance checks on live chat transactions with clients 4. Documentation & Training: Creates and updates manuals and guidelines, and develops training materials to facilitate knowledge building for both current staff and new hires.
• Operations Support Associate

  RareJob Philippines Inc.

  2018.07-2022.04

  (4 years)

  1. Customer Service & Zendesk Management: Handled and resolved all client inquiries via Zendesk email and live chat, ensuring all responses were within the service level agreement 2. Operations & Issue Resolution: Resolved disruptive issues to ensure smooth operations and escalated complex transactions to higher-level management when necessary 3. Stakeholder Communication: Coordinated with other teams, departments, and Japanese counterparts regarding new projects, client feedback, and operational issues 4. Reporting & Data Analysis: Created comprehensive reports on daily operations, system issues, and client complaints to inform and improve processes

Educational experience

• University of the Philippines Los Banos

  Development Communication major in Community Broadcasting

  2011.05-2018.01

  (7 years)

  N/A

Languages