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Maureen A. — Mid-Level E-commerce Operations Manager from Philippines

Maureen A.

Mid-Level E-commerce Operations Manager

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Maureen A. is an accomplished Operation Manager with extensive expertise in the e-commerce sector, specializing in global marketplaces and remote team management. Based in Batangas City, Philippines, she leverages her skills in optimizing customer journeys and driving KPI performance to deliver superior multi-channel support. At Teleperformance Shaw, Maureen ensured high-quality customer service through adept stakeholder management and process improvement. In her role at TaskUs Inc Batangas from 2024 to 2026, she significantly reduced escalation rates by 60% and enhanced operational efficiency utilizing tools like Power BI, Google Sheets, and Zendesk. Her hands-on approach combines strategic planning with execution, making her a driving force behind improved team capability and business impact. Her educational background includes a BS in Psychology from Batangas State University.

Experience

  • null

    Taskus Inc Batangas · 2024 — 2026
    Managed daily operations to ensure compliance with service level agreements (SLAs) and KPIs, while maintaining consistent team performance. Provided coaching and development for team members through training, constructive feedback, and performance management processes. Led significant projects and addressed escalations, notably achieving a reduction in escalations through improved operational workflows. Enhanced communication and reporting by aligning teams, addressing HR issues, and delivering client updates.

  • Team Leader

    Taskus Inc Batangas · 2020 — 2024
    Facilitated team operations ensuring adherence to performance benchmarks while supporting team members' development and process optimization.

  • Teammate / Junior Technical Support

    Taskus Inc Batangas · 2018 — 2020
    Delivered efficient multi-channel support through phone, email, and chat, resolving customer issues and documenting interactions while achieving KPIs using support tools. Maintained professionalism through clear communication, problem-solving, and adaptability while adhering to company standards.

  • Teammate / Subject Matter Expert

    Taskus Inc Batangas · 2018 — 2020
    Provided expertise in technical support, contributing to the resolution of inquiries across multiple channels while supporting team objectives and company protocols.

  • Operation Manager

    null
    Oversaw remote e-commerce operations, ensuring key performance indicator (KPI) targets were met and delivering a high-quality customer experience. Enhanced marketplace performance through user journey optimization, issue resolution, and the effective use of tools such as Zendesk, Tymeshift, and DIXA. Utilized Power BI and Google Sheets for analyzing financial and operational metrics to inform data-driven decisions and client presentations. Fostered team and business performance via workforce planning, stakeholder management, and continuous process improvement.