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Thea M. — Junior Operations Manager from Philippines

Thea M.

Junior Operations Manager

Philippines 6+ years
Open to offersNew to Platform
Languages
TagalogEnglish
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About

Thea G. is a seasoned professional based in Isabela, Philippines, bringing a wealth of experience across key sectors such as operations management, customer service, quality assurance, administrative support, and human resources. Currently managing operations at Hungry Billy Snack House, she skillfully directs kitchen processes, manages financial health through inventory oversight, and maintains rigorous food safety standards. Her previous role as a Customer Support Representative for Cricket Wireless aided in honing her abilities to deliver high-touch support and resolve complex customer issues efficiently. Additionally, Thea G. excelled as a Quality Specialist at Alorica, where she implemented call monitoring practices and facilitated customer listening programs to align service with customer expectations. Her comprehensive skillset is further enhanced by expertise in HR recruitment, including talent sourcing and onboarding, and adeptness with CRM and decision-support tools, making her a versatile asset in any professional setting.

Experience

  • Manager

    Hungry Billy Snack House · 2023 — Present
    Directed daily kitchen operations, encompassing menu planning, ingredient sourcing, and monitoring daily sales, while adhering to food safety and sanitation standards. Managed inventory, operational budgets, and pricing of menu items to ensure financial health and waste minimization. Interacted with guests to gather feedback, promptly addressed customer concerns, and oversaw online order fulfillment.

  • Customer Support Representative (WAH)

    Concentric Clark (Cricket Wireless, USA) · 2021 — 2023
    Provided high-touch support to US wireless customers through active listening, rapport-building, and efficient issue resolution utilizing decision-support tools. Handled new account setups, recommended products/services, and maintained comprehensive interaction logs for customer insights.

  • Part-Time Legal Assistant (WAH)

    Atty. Hana Marita Villamayor Law Office · 2020 — 2021
    Delivered executive administrative support, which included filtering emails, optimizing calendars, and setting client appointments while organizing travel logistics. Oversaw electronic and paper filing systems to guarantee compliance and ensure prompt retrieval. Transcribed and edited legal documents under tight deadlines.

  • Senior Process Associate – General Care, Sales & Collections

    Tata Consultancy Services (AGL, Australian Account) · 2013 — 2020
    Managed correspondence for Australian utility clients on billing, payments, inquiries, and credit adjustments. Oversaw accounts receivable, investigated transactions, negotiated payment terms, and managed the processing of payments and refunds. Compiled activity reports outlining debt collection and portfolio status.

  • Quality Specialist

    Alorica Clark (T-Mobile, USA) · 2011 — 2013
    Conducted call monitoring and provided targeted coaching to Customer Service Representatives aimed at enhancing service quality and compliance. Engaged in customer listening programs to identify needs and advocate for customer expectations. Collaborated with management to align quality standards and refine monitoring processes.

  • Senior Customer Support Representative

    Alorica Clark (T-Mobile, USA) · 2010 — 2011
    Supported team supervisors by organizing daily operations and coaching representatives on sales techniques and adherence to procedures. Addressed complex escalated customer complaints to achieve efficient resolutions.

  • Customer Support Representative

    Alorica Clark (T-Mobile, USA) · 2008 — 2010
    Provided first-call resolutions for technical support, billing inquiries, and plan adjustments while identifying upselling opportunities in a high-volume call center.

  • HR / Recruitment Assistant Officer

    International Healthcare Trends Nursing Training Center · 2006 — 2008
    Handled full-cycle recruitment including posting job listings, screening candidates, scheduling interviews, and evaluating assessments. Conducted orientations for new hires and maintained personnel files while overseeing branch administrative operations.

  • Outbound Sales Representative

    Real Solutions Inc. (Citibank Service Provider) · 2005 — 2005
    Executed outbound sales campaigns focusing on credit card products, balance transfers, and cash advances.

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