Ecommerce Operations Manager

Global Brand Expansion: Led the integration of brands into international platforms like Catch.com.au, Kogan, and Amazon. Identity Standardization: Authored comprehensive operational and branding handbooks to ensure unified company identity and culture. Strategic Marketing: Developed end-to-end marketing and distribution plans specifically tailored for localized growth in the Philippine market. Performance Monitoring: Collaborated with platform representatives to optimize marketplace processes and identify new brand opportunities.

Seasoned operational leader with experience as a Managing Director and Department Head. Proven track record of building organizations from the ground up, optimizing financial performance, and designing the structural frameworks that allow businesses to scale. Key Management Highlights: Strategic Growth & Structure: Spearheaded the launch of new departments and expanded brands into global markets (Lazada, Catch.com.au), defining the organizational structure and long-term vision. Operational Infrastructure: Architected end-to-end workflows and SOPs to bridge Marketing and Operations, ensuring seamless execution and eliminating departmental silos. Financial & Legal Governance: Managed multi-departmental budgets, negotiated high-value vendor contracts to reduce overhead, and implemented risk mitigation policies to ensure compliance. Human Capital Development: Directed the full talent lifecycle from recruitment to leadership training, creating "Leadership Excellence" courses and KPI frameworks to drive high performance.

Results-driven Team Leadership Expert with over 12 years of experience building and managing high-performance teams in the e-commerce sector. I specialize in Organizational Development, having successfully architected 'Leadership Excellence' courses for department heads and directed the full talent acquisition lifecycle from recruitment to onboarding. My background includes leading cross-functional teams of up to 8 personnel , implementing strategic KPI frameworks to align individual performance with company goals , and fostering a culture of accountability through 1-on-1 coaching and mentorship.

I have extensive experience managing and launching a diverse portfolio of brands across Fashion, Lifestyle, and Logistics sectors. My work includes building the market footprint for brands such as Eye Know Right Shadies, Legazy Street, and ZGT Logistics. I excel at Market Expansion, having successfully integrated these brands into global platforms (Lazada, Catch.com.au) and developed the end-to-end dropshipping infrastructure to support their growth. I understand how to adapt a brand's voice and operations to fit different niches, from streetwear to professional services.

Strategic Customer Service Leader with over 12 years of experience in e-commerce. I specialize in building 24/7 support infrastructures and standardizing service protocols. * Marketplace Performance: Maintained a 100% Seller Rating on Catch.com.au and a consistent 97% performance rating across service teams by streamlining fulfillment workflows. * AI & Automation: Conceptualized and implemented ManyChat AI frameworks to provide 24/7 automated support, significantly reducing response times and increasing engagement. * Omnichannel Management: Managed complex customer inquiries across digital, telephonic, and in-person channels to maintain high retention rates. * Quality Assurance (QA): Conducted rigorous content and service assessments to ensure all client deliverables met high-tier quality standards.

With 12 years of experience in high-volume data entry for the e-commerce sector, I specialize in maintaining data integrity across global marketplaces. My expertise includes product listing optimization, SKU management, and synchronizing inventory databases across platforms like Shopify, Amazon, and Lazada. I have a proven track record of catalog management, ensuring 100�curacy in pricing, descriptions, and stock levels to prevent costly errors and improve the customer experience.

Silo Elimination: Designed workflows to connect Marketing and Operations, ensuring seamless inter-departmental handoffs and reducing project gaps. Mentorship & Coaching: Established a high-performance culture through 1-on-1 coaching, identifying skill gaps, and implementing corrective learning paths for junior members. Employee Engagement: Cultivated team spirit by building strong internal relationships and implementing motivational strategies to drive team morale. Conflict Resolution: Acted as a strategic consultant to leadership, delivering communication training and HR assessments to improve internal team dynamics

Strategic Brand Analyst with over a decade of experience in global e-commerce. I specialize in conducting deep-dive competitive analysis and market feasibility studies to guide expansion into new territories. My background includes authoring comprehensive marketing and distribution plans specifically for the Philippine market and collaborating with platform representatives to identify untapped brand opportunities. I have a proven track record of unifying fragmented brand identities into cohesive market presences.

While my core strengths are in operations and leadership, I have a working knowledge of demand forecasting. I understand the fundamentals of analyzing historical trends to prevent stockouts, though I typically rely on software tools or data specialists for complex statistical modeling.

Talent Acquisition: Led the full lifecycle of department startups, including defining roles, sourcing candidates, and executing hiring strategies. Interviewing & Selection: Conducted rigorous interviews for roles ranging from entry-level staff to management positions. Onboarding & Retention: Managed the transition from "candidate" to "employee," handling probationary reviews and onboarding to ensure long-term retention. Cultural Fit Assessment: Focused on hiring foundational teams that aligned with the company's strategic goals and culture.

My approach to customer service is proactive rather than reactive. For example, at QBA.Inc, I didn't just manage the team; I partnered with IT to architect custom operational systems that smoothed out the customer journey. I also believe in empowering the team. I have trained staff on high-touch engagement techniques and conflict resolution, ensuring they are equipped to handle any issue. This focus on training and process helped me lead my team at Cbay Express to maintain a 100% Seller Rating while providing seamless 24/7 coverage.

Curriculum Development: Designed and facilitated the "Leadership Excellence" course to upskill internal management teams. Performance Coaching: Established high-performance cultures through 1-on-1 coaching, proactively identifying skill gaps, and implementing corrective learning paths for junior members. Service Standards Training: Trained staff on high-touch engagement techniques and conflict resolution to standardise customer service protocols. Onboarding & Lifecycle: Directed the full talent lifecycle, managing recruitment, onboarding, and probationary reviews to align new hires with business priorities.