Benjie Campos

BENJIE CAMPOS OPER A T I ONS MANA GER | PROJECT MANA G E R : E C O M M E R C E & S A A S - - Cainta, Rizal, Philippines PROFESSIONAL SUMMARY Experienced Operations and Project Manager with over a decade of expertise in Ecommerce and SaaS industries. Proven track record of leading cross-functional teams, optimizing processes, and driving project success. Skilled in data analysis, strategic planning, and problem-solving to deliver exceptional results. WORK EXPERIENCE OPERATIONS MANAGER | PROJECT MANAGER June 2023 - Present Modiv Automation Modiv Automation is a comprehensive e-commerce automation company that assists clients in managing every aspect of their ecommerce stores, from start to finish. Operations Manager Address all client questions and concerns through chat, email, and SMS. Guide clients through the onboarding process until their accounts are fully set up and ready for the team to manage. Oversee all e-commerce operations to ensure clients' stores are performing optimally and meeting expectations. Develop processes, create SOPs, and implement solutions to operational challenges to ensure the smooth and continuous operation of the business. Project Manager Initiate, plan, execute, monitor, and deliver projects. Monitor projects to ensure successful completion by coordinating with team members and resolving any issues that may arise. Develop processes and implement automation using a project management tool to streamline project management workflows. OPERATIONS MANAGER | PROJECT MANAGER April 2018 - June 2023 Scepter Marketing | Ecom Circles Scepter Marketing operates an e-commerce automation business, providing end-to-end management of clients' stores. Ecom Circles, a subsidiary of Scepter Marketing, is a SaaS business designed for entrepreneurs selling on e-commerce platforms such as Amazon, Walmart, eBay, and Shopify. Operations Manager Oversee all operations to ensure we meet and exceed client expectations by delivering the promised profitability. Oversee various divisions and departments, including Product Research, Order Fulfillment, Customer Service, Warehouse, Technical Support, and Onboarding Specialist operations. Ensure they function smoothly by providing support and resolving any issues that arise. Develop processes, document SOPs, and create workflows to enable smooth operations with minimal supervision. Conduct coaching sessions based on quality assurance to ensure the team receives the necessary support and to foster both professional and individual growth. Provide training and calibration for both new and existing employees to ensure they are fully equipped with the knowledge needed to perform effectively. Establish KPIs to ensure the team understands their responsibilities and is motivated to perform at their best every day. Project Manager Initiate, plan, execute, monitor, and deliver web development projects for the business. Lead the development team by clearly defining sprint goals, assigning projects to individuals, and guiding them to complete their tasks. Coordinate with stakeholders by addressing their requests, questions, concerns, and issues, ensuring they have the best possible experience with the software. Develop processes and automation to simplify project and task management for developers, enhancing their productivity. TECH SUPPORT TEAM LEADER December 2017 - December 2018 HCL Technologies A business process outsourcing (BPO) company managing a Google Workspace account. Lead, mentor, and develop a team of technical support by providing guidance and support in troubleshooting and resolving customer issues. Conduct regular one-on-one meetings and team meetings to discuss performance, challenges, and updates. Set performance goals for the team and individual team members. Then Monitor and evaluate team performance against established metrics and KPIs. After that, provide regular feedback, conduct performance reviews, and implement development plans for team members. Manage team schedules to ensure adequate coverage for customer support channels and allocate resources effectively to handle peak times, special projects, and complex issues. Identify areas for process improvement and implement changes to enhance efficiency and service quality. Then develop and refine support processes, workflows, and best practices. Act as the point of contact for escalated technical issues that require higher-level expertise. Then collaborate with other departments, such as product engineering and development teams, to resolve complex issues. Oversee the creation and maintenance of knowledge base articles and documentation to ensure the team is up-to-date with the latest product features, updates, and industry trends. Monitor customer feedback and satisfaction scores to identify areas for improvement. Then implement strategies to enhance the customer experience and increase satisfaction. SENIOR CUSTOMER SUPPORT March 2016 - December 2017 Stellar Philippines A business process outsourcing (BPO) company managing Qantas Marketplace, and e-commerce subsidiary of Qantas Airlines. Overseeing the customer service team to ensure high standards of customer support and satisfaction. Handling escalated customer issues and complaints, providing timely and effective solutions. Training new customer support representatives and providing ongoing development for existing staff. Monitoring and evaluating customer interactions to ensure quality service and adherence to company policies. Setting and tracking performance metrics for the customer support team to ensure efficiency and effectiveness. Collecting and analyzing customer feedback to identify areas for improvement and implementing changes accordingly. Developing and refining customer support processes and systems to enhance service delivery. Working closely with other departments (such as sales, marketing, and product development) to ensure customer needs are met and to provide insights from customer interactions. Creating and presenting reports on customer support activities, performance metrics, and customer satisfaction to senior management. Contributing to the development of customer service policies and procedures to ensure consistency and high standards of service. SENIOR CUSTOMER SUPPORT April 2015 - March 2016 VCustomer - TechMahindra Offering a range of mortgage products to suit different customer needs, including fixed-rate, variable-rate, and adjustable-rate mortgages. Handling the entire mortgage application process, from initial inquiry to loan approval and disbursement. Assisting clients with inquiries, providing guidance on mortgage options, and helping them understand the terms and conditions of their mortgage agreements. Offering advice on mortgage planning, helping clients understand their financial situation, and providing strategies to manage mortgage payments effectively. Assessing the creditworthiness of applicants by evaluating their income, credit history, employment status, and other financial factors to determine loan eligibility. Ensuring all mortgage transactions comply with federal and provincial regulations, maintaining accurate records, and adhering to financial reporting standards. Identifying, analyzing, and mitigating risks associated with mortgage lending, including the assessment of market conditions and borrower risk profiles. Managing ongoing mortgage accounts, including processing payments, managing escrow accounts, and handling delinquent loans or foreclosures if necessary. Conducting market research to stay updated on housing market trends, interest rates, and competitor offerings to provide competitive mortgage products. CUSTOMER SUPPORT SPECIALIST December 2014 - April 2015 Teleperformance A Business Process Outsourcing (BPO) firm is responsible for handling the account of MrGrow Hill Higher Education. Providing support to students, educators, and institutions with inquiries related to products and services. Resolving technical issues with digital platforms, e-books, and other educational tools provided by MrGrow Hill Higher Education. Helping customers with account creation, management, and troubleshooting login issues. Maintaining a deep understanding of the educational products and services offered to provide accurate information and guidance to customers. Addressing and resolving customer complaints and issues efficiently and professionally. Offering training sessions and tutorials for educators and students on how to use MrGrow Hill Higher Education products effectively. Gathering feedback from customers to improve products and services, and communicating this feedback to the relevant departments. Maintaining accurate records of customer interactions, issues, and resolutions using CRM systems. Working closely with other departments such as sales, technical support, and product development to ensure customer satisfaction and resolve complex issues. Engaging with customers through various channels, including phone, email, live chat, and social media. EDUCATION Institute of Creative Computer Technology Bachelor of Science in Information Technology 2011 - 2014 SKILLS Operations Management Project Management Warehouse Management Executive Assistance Technical Support Graphic Design Team Management Customer Support Web Design TOOLS PROFICIENT IN Amazon/Walmart/eBay Seller Center Shopify, WooCommerce, BigCommerce Google Workspace, Microsoft Office ClickUp, Monday.com, Notion, Teamwork ActiveCampaign, HubSpot, GoHighLevel, Zendesk, Freshdesk, Gorgias, Intercom ManyChat, Help Scout, Salesforce, Zoho, Teamwork Desk Projects, Asana, Jira, Basecamp, Trello Slack, Discord, Skype, Whatsapp, Telegram Zapier, Jotform, Shipstation, Ecom Circles, OAGenius, SellerAmp, Keepa, and more... REFERENCE Charlyn Caintic - Vanessa Garinga - Willo Uy - ---