Emmanuel M.
Mid-Level Client Experience and Operations Manager
Open to offersNew to PlatformAbout
Emmanuel M. is a seasoned Client Experience & Operations Manager with a robust background in managing and enhancing customer interactions. With a professional tenure at Bova Gallery in Melbourne and The Spectrum Group Online in California, he expertly handled inbound queries through multiple channels, including phone, email, and live chat, ensuring timely responses. His role extended to overseeing Google Business Profile reviews, where he proactively cultivated client feedback, fortifying brand reputation and client retention. Emmanuel adeptly coordinated between clients and production teams, executing seamless order processing via Shopify and maintaining stringent production-to-delivery timelines. His tenure as a Project Manager saw him overseeing a 32-account portfolio, strategic SOP development, and leading team training for operational improvements. At Virtual Staff Phil and Hyperion Insights, he founded ventures that streamlined virtual assistant services and managed operational growth initiatives, enhancing workflow efficiency and resource utilization.
Experience
Client Experience & Operations Manager
Bova Gallery · 2024 — 2026Managed inbound customer inquiries via phone, email, website forms, and live chat, ensuring responses were timely and professional. Oversaw Google Business Profile reviews, proactively soliciting feedback from new clients to strengthen relationships and enhance brand reputation. Coordinated communications between clients and production teams concerning new and ongoing furniture orders. Nurtured sales leads to convert prospects into long-term residential and commercial clients. Approved trade applications, verifying eligibility requirements to expand the company’s trade network. Processed new orders through Shopify and maintained accurate order tracking systems, while monitoring production-to-delivery timelines. Directed end-to-end delivery coordination by liaising with clients, logistics partners, and internal teams to ensure timely fulfillment.Project Manager
The Spectrum Group Online · 2021 — 2024Managed a portfolio of 32 client accounts, facilitating clear communication of updates, deliverables, and production adjustments among internal teams. Strengthened client relationships via proactive communication and consistent service delivery. Planned projects and allocated budgets while assigning tasks to enhance workflow efficiency and resource utilization. Contributed to the creation and implementation of Standard Operating Procedures (SOPs) to improve operational processes. Conducted team training sessions to update on new processes and operational changes. Collaborated with the CEO on strategic planning and business growth initiatives.Operations Manager
Hyperion Insights · 2020 — 2021Partnered with the Editor-in-Chief to monitor team productivity, track KPIs, and optimize project timelines. Communicated departmental policies and operational updates to foster team alignment and accountability. Supported executives with payroll coordination and administrative management across various functions. Managed updates and uploads of website content, ensuring accuracy and consistency.Founder
Virtual Staff Phil · 2019 — 2020Developed and executed marketing, branding, and operational strategies. Managed marketing and sales campaigns aimed at lead generation and business expansion. Recruited Virtual Assistants and matched them with client business requirements across various industries. Coordinated training programs and resource development to guarantee high service quality. Conducted performance evaluations and provided continuous coaching to ensure service excellence.Customer Service Representative
Finty · 2015 — 2020Handled inbound inquiries through live chat, email, and social media messaging platforms. Accurately documented all customer interactions within CRM systems while maintaining high response standards to ensure timely resolutions and customer satisfaction.Customer Service Representative
Teletech Philippines · 2010 — 2013Managed inbound billing inquiries from Australian Telstra customers, providing accurate and compliant solutions. Documented all interactions within internal systems according to company standards while maintaining above-average KPIs in call handling time, compliance scores, and Quality Assurance ratings.CS Team Manager
nullSupervised a team of 8 customer support representatives, ensuring consistent achievement of KPIs, CSAT scores, and attendance targets. Facilitated team meetings and one-on-one coaching sessions to enhance performance and professional development. Handled HR-related concerns, scheduling, and monitored performance.CS Team Leader
Teletech PhilippinesLed a team of 15 agents, driving performance to exceed both individual and team metric targets. Conducted onboarding and skills training, along with ongoing performance coaching. Managed escalations and supervisory calls to effectively resolve complex customer concerns and enhance retention. Analyzed customer feedback metrics to identify service improvement opportunities.
Skills & Expertise
Education
- Major in MarketingInternational Academy of Management & Economics · 1999 — 2002
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