Raymond I.
Senior Operations and Service Delivery Manager
Open to offersNew to PlatformAbout
Raymond I. is a seasoned Operations and Service Delivery Professional with over a decade of experience, exemplifying expertise in industries such as shared services, renewable energy, e-commerce, and customer service. He has demonstrated an admirable capacity to optimize processes, manage stakeholder relationships, and deliver superior customer experiences. Raymond's role as a CRM Services Team Leader at Ivoclar involved utilizing problem-solving methodologies to enhance SLA metrics and implementing Lean Six Sigma projects to automate traditional processes. He is proficient in leading teams, evident from his track record mentoring team members into new roles and projects. At Solar Power Store Canada, Raymond ensured that solar project approvals progressed seamlessly, preventing delays. His proficiency spans CRM systems, project coordination, service delivery management, and data analysis, utilizing tools like Salesforce and Asana to drive operational efficiency. With a Bachelor's degree in Information Technology from Laguna State Polytechnic University, Raymond has laid a strong foundation for his diverse operational roles.
Experience
CRM Services Team Leader
Ivoclar (Ivoclar Vivadent Services & Support Inc.) · 2021 — 2026Implemented new approaches to improve SLA target rates from an average of 76% to 87% by utilizing problem-solving methodologies and quality tools. Engaged in daily operation cadence including Customer Value Management (CVM) meetings and quality process audits. Mentored team members to foster career advancement, managing initiatives for internal promotions and project deployments.Approvals Specialist
Solar Power Store Canada · 2023 — 2025Ensured timely approvals for solar projects, maintaining 100% movement from the initial project step to avoid delays. Completed documentation for approval processes across all AHJs and electrical distribution companies in Canada while addressing homeowner concerns about interconnection and installation.Gorgias Admin & Virtual Assistant (Upwork)
SDE Agency · 2021 — 2022Directed customer support operations, handling ticket resolutions, refund processes, and disputes to maintain service quality. Managed e-commerce activities via Shopify, coordinating client scheduling and lead generation through various calling campaigns. Produced reports and data-driven insights to assist in decision-making and provided comprehensive virtual support across multiple business functions.Virtual Office Manager (Internship)
Create & Reach · 2020 — 2021Handled client bookings and scheduling for effective calendar management. Provided customer support via multiple channels and executed lead generation through both cold and warm calling strategies. Assisted in marketing initiatives and maintained accurate reporting and documentation to support daily operations.Document Management Senior Specialist
Sunpower Corporation · 2012 — 2020Oversaw the document review and approval process, ensuring compliance with established quality standards. Generated operational reports, performed quality audits, and ensured data accuracy through cleansing and validation. Supported projects and user acceptance testing aimed at enhancing business processes and maintaining operational efficiency.Account Supervisor
Service Resources, Inc. · 2012 — 2020Facilitated employee record management and performed data entry for HR documentation. Coordinated daily administrative support and participated in new employee orientations and onboarding programs. Managed timekeeping records for payroll preparation and addressed employee inquiries to ensure efficient resolution.
Skills & Expertise
Education
- Bachelor of Information TechnologyLaguna State Polytechnic University · 2006 — 2010
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