Strategic Operations & Marketing Leader | Driving Growth & Efficiency for Remote

Data-Driven Performance Manager with extensive expertise in monitoring, analyzing, and optimizing operational performance to exceed business objectives. Proficient in transforming raw data into actionable insights through advanced dashboards and KPI tracking to drive accountability, inform strategic decisions, and maximize team efficiency. KPI Development & Monitoring: Designed, implemented, and tracked key performance indicators (KPIs) across operations, including fulfillment time, conversion rates, client satisfaction scores, and productivity metrics. Dashboard Creation & Management: Developed intuitive and real-time performance dashboards using Power BI and Tableau, providing leadership and teams with clear visibility into performance trends, bottlenecks, and opportunities. Data Analysis & Reporting: Conducted deep-dive analysis on operational metrics to identify root causes of performance gaps, forecast trends, and prepare comprehensive reports for senior management to guide strategic planning. Performance Governance: Established a robust performance governance framework by leading regular performance review meetings, ensuring team accountability, and aligning daily operations with overarching business goals. Process Improvement Initiation: Used data-driven insights to pinpoint inefficiencies and process bottlenecks, leading initiatives that reduced workflow delays by 30% and significantly improved operational throughput. CRM Analytics: Leveraged Salesforce and HubSpot analytics to track lead lifecycle, measure marketing campaign effectiveness, and optimize sales development funnels, achieving a 12% lead conversion rate.

Operations Manager | Assistant Manager (Healthcare) Optum Global | April 2021 - February 2025 | Quezon City Provided end-to-end operations management for a large-scale BPO account serving the U.S. healthcare sector, ensuring strict compliance with HIPAA regulations and service level agreements (SLAs). Led and developed a remote operations team of 200+ members, fostering a high-performance culture that consistently achieved 95%+ on-time performance and exceeded client satisfaction metrics. Drove continuous process improvement initiatives by leveraging Six Sigma methodologies, implementing automation, and redesigning SOPs, which resulted in a 30% reduction in process bottlenecks and enhanced operational efficiency. Utilized data-driven decision-making by analyzing key operational metrics (fulfillment time, quality, attrition) and developing performance dashboards in Power BI/Tableau to enhance visibility, accountability, and strategic planning. Collaborated closely with Recruitment and HR functions to strategically align talent acquisition pipelines with fluctuating client demand, improving staffing efficiency by 25% and reducing time-to-productivity for new hires.

Performance Optimization: Spearheaded targeted performance action plans and coaching strategies that resulted in a 25% increase in team productivity and consistently surpassed quality and efficiency targets. Operational Excellence: Managed all aspects of team operations, including scheduling, capacity planning, and workflow allocation to ensure seamless 24/7 service delivery and achieve 95%+ on-time performance for clients. Data-Driven Leadership: Monitored, analyzed, and reported on team performance metrics using advanced dashboards (Power BI, Tableau). Used these insights to make informed decisions, implement corrective actions, and drive strategic improvements. Employee Engagement & Retention: Championed employee morale and reduced attrition by organizing team-building activities, recognition programs, and offsite events for over 100 participants, creating a positive and collaborative work environment. Administrative Oversight: Handled critical administrative functions, including maintaining performance documentation, managing travel arrangements, and ensuring compliance with company policies and industry regulations (e.g., HIPAA).

Data-Driven Performance Marketing Specialist with expertise in designing and executing full-funnel, multi-channel strategies that directly drive revenue growth. Proven ability to manage and optimize campaigns from top-of-funnel awareness through to bottom-of-funnel conversion, consistently delivering on key metrics such as lead generation, cost-per-acquisition, and ROI. Full-Funnel Strategy: Developed and executed integrated marketing strategies encompassing social media, content, lead generation, and appointment setting to create a seamless customer journey and accelerate revenue growth. Lead Generation & Conversion Optimization: Managed a high-velocity outbound pipeline, making 100+ strategic calls daily to qualify leads, achieving a 12% conversion rate and booking appointments for 40% of the qualified lead pool weekly. Campaign Management & Paid Advertising: Built and grew brand presence using Meta Business Suite; created and curated engaging content that generated inbound inquiries and effectively supported paid advertising campaigns to lower cost-per-lead. CRM & Marketing Automation: Architected and implemented efficient lead management processes using Salesforce and HubSpot to track, score, and nurture leads from all channels (social, cold call, email, ads), ensuring seamless follow-up and maximizing conversion opportunities. Performance Analysis & Reporting: Monitored, analyzed, and reported on campaign performance and marketing KPIs (e.g., CPL, conversion rates, lead quality) to identify trends, optimize spend, and demonstrate clear ROI on marketing activities. A/B Testing & Optimization: Continuously tested and optimized various elements of the marketing funnel, including ad copy, landing pages, and email sequences, to improve performance and conversion rates. Platforms: Meta Business Suite, Facebook Ads Manager, Salesforce, HubSpot Analytics: KPI Tracking, Conversion Rate Optimization (CRO), Funnel Analysis Core Skills: Lead Generation, Appointment Setting, Cold Calling, Social Media Marketing, Email Nurturing, ROI Analysis

Process Improvement Specialist certified in Six Sigma Yellow Belt methodologies, with a proven track record of analyzing, designing, and implementing optimized workflows in complex BPO and operational environments. Expertise in identifying inefficiencies, reducing waste, and enhancing productivity through data-driven solutions, automation, and standardized procedures. Process Analysis & Mapping: Conducted comprehensive analyses of existing operational workflows to identify bottlenecks, redundancies, and root causes of inefficiencies, leading to targeted improvement initiatives. Workflow Optimization: Engineered and deployed streamlined processes that reuced operational bottlenecks by 30%, significantly improving throughput and team capacity. SOP Development & Implementation: Authored and implemented clear, detailed Standard Operating Procedures (SOPs) to standardize best practices, ensure quality consistency, and reduce errors across teams. Automation Initiatives: Championed the adoption of automation tools and technologies to eliminate manual, repetitive tasks, freeing up team resources for higher-value work and enhancing overall operational efficiency. Continuous Improvement Culture: Fostered a culture of continuous improvement by training teams on new processes and methodologies, ensuring sustained adherence and ongoing optimization. Cross-Functional Project Leadership: Collaborated with IT, HR, and Sales departments to design and roll out process improvements that enhanced inter-departmental coordination and end-to-end service delivery. Performance Measurement: Established metrics and monitoring systems to quantify the impact of process changes, demonstrating clear ROI through improved efficiency, reduced costs, and enhanced service quality.