Feb 2024 – Present · 2 yrs 3 mos · National Capital Region, Philippines · Remote

• All in 1 solutions to igaming operators.

Aug 2020 – Jun 2024 · 3 yrs 10 mos · Philippines · Hybrid

• Policy and Procedure Management: Developed, implemented, and reviewed operational policies and procedures to enhance organizational effectiveness.
• Recruitment and HR Operations: Streamlined recruitment operations and collaborated closely with HR to enhance candidate experiences, manage administrative duties, conduct performance evaluations, and manage salary reviews.
• Financial Oversight: Oversaw invoice management to ensure accuracy and compliance, and collaborated with the finance team on receivables management.
• Performance Reporting: Generated call center performance reports by collecting, analyzing, and summarizing data and trends.
• Client and BPO Management: Managed relationships with over 30 outsourced clients across diverse industries such as Healthcare, Real Estate, and Fintech. Directed BPO operations, including IT and recruitment teams, to ensure efficient service delivery.

Jun 2019 – May 2020 · 11 mos · Bonifacio Global City, Taguig, Philippines · Hybrid

• Identifying new business opportunities by researching and assessing market trends, competitor activity, and customer demands in order to identify possibilities for business development. Participating in fintech events and networking with key stakeholders are among my responsibilities.
• Establishing and maintaining strong business relationships through engagement with existing and potential clients, partners, and other stakeholders. As part of my responsibilities, I attended meetings, participated in conferences, and hosted events to promote business development activities.
• Developing sales strategies in collaboration with the sales team to create successful methods for attracting and maintaining customers. Conducting sales presentations, negotiating contracts, and managing client accounts are all part of the job.
• Creation and execution of successful marketing strategies to promote our services by collaborating with the marketing team. This could entail producing content, managing social media accounts, enhancing user experience on our platforms, and tracking campaign results.
• Supporting with the preparation and submission of proposals for new business opportunities to support proposal development. This may entail writing, editing, and proofreading proposals, as well as coordinating with relevant stakeholders to collect the necessary data.
• Monitoring and reporting by tracking and monitoring the development of business development activities, and preparing regular reports on key metrics and results. This data will be used to assess the efficacy of strategies and make informed decisions.
• Providing administrative support to the business development team by managing calendars, scheduling meetings, and coordinating travel arrangements, among other administrative tasks. I also assist with the preparation of presentations, the organization of events, and the maintenance of databases.

May 2015 – Apr 2020 · 4 yrs 11 mos · Bonifacio Global City, Taguig, Philippines

• Oversee the daily operations of the online casino and sportsbook platform, ensuring smooth and efficient functionality.
• Manage risk and maintain a balanced betting book across casino games and sports wagers by analyzing betting patterns and applying risk management strategies.
• Ensure compliance with all gambling regulations and licensing requirements for both casino and sports betting.
• Lead and direct a diverse team, including vendors, customer service representatives, and operational staff.
• Focus on enhancing user satisfaction by improving the platform’s functionality, responsiveness, and user interface.
• Analyze performance data, generate detailed reports, and refine operational processes for better efficiency.
• Work closely with the marketing team to develop and implement effective promotional campaigns for both casino games and sports betting.
• Stay updated with industry trends and integrate new technologies to boost productivity and user engagement.
• Monitor financial metrics, manage budgets, and maximize revenue opportunities.
• Build and maintain partnerships with third-party providers to ensure seamless integration and smooth transaction processes.

May 2014 – May 2015 · 1 yr · Bonifacio Global City, Taguig, Philippines

• As the Quality and Training Supervisor for the customer service team, it is my responsibility to ensure the highest levels of customer satisfaction and satisfaction. Monitoring the performance and quality of interactions between customers and customer service representatives, providing guidance and feedback, and developing and delivering training programs to improve the team's knowledge and abilities was my primary responsibility. I have played a crucial role in preserving and enhancing the overall customer service standards.

May 2013 – May 2014 · 1 yr · Bonifacio Global City, Taguig, Philippines

• As the sales team leader, my major role is to oversee and manage a team of sales people who engage in inbound and outbound sales efforts. I was in charge of boosting revenue income, reaching targets, and guaranteeing the overall success of the team. My responsibilities includes coaching, motivating, and mentoring the team to reach individual and collective goals. In addition, I conduct monitoring performance indicators, providing feedback, and implementing methods to improve the sales effectiveness of the team.

Jul 2012 – May 2013 · 10 mos · Bonifacio Global City, Taguig, Philippines

• My main duty as a Customer support Team Leader is to manage and lead a team of customer support representatives. My responsibilities include overseeing daily operations, providing outstanding customer experiences, and motivating the team to meet performance targets. I was in charge of team member mentoring and coaching, addressing complex customer concerns, and developing ways to improve overall customer satisfaction.

Aug 2012 – Jul 2022 · 9 yrs 11 mos · Bonifacio Global City, Taguig, Philippines · Hybrid

• Conducting seminars/talk to business or group to discuss financial planning.
• Conducting in-depth reviews of clients’ financial circumstances, current provision and future aims.
• Analyzing information and preparing plans best suited to individual clients' requirements.
• Providing clients with information on new and existing products and services.
• Designing financial strategies.
• Assisting clients to make informed decisions.
• Researching information from various sources, including providers of financial products.
• Promoting and selling financial products to meet given or negotiated sales targets.

Aug 2011 – Jul 2012 · 11 mos · Bonifacio Global City, Taguig, Philippines · On-site

Feb 2011 – Jul 2011 · 5 mos · Ayala Avenue, Makati City, Philippines

Oct 2010 – Mar 2013 · 2 yrs 5 mos · Japan · Remote

Jul 2010 – Dec 2010 · 5 mos · San Francisco Bay Area · Remote

Jun 2009 – Jun 2010 · 1 yr · Ortigas Center, Pasig City, Philippines · On-site

Jan 2009 – Jun 2009 · 5 mos · Ortigas Center, Pasig City, Philippines · On-site

Jul 2007 – Jan 2009 · 1 yr 6 mos · Ayala Avenue, Makati City, Philippines