Charisse Velagio

Charisse Velagio Dynamic and results-driven individual with a proven track record in e-commerce strategy, operational optimization, and data-driven decision-making. Adept at cross-functional collaboration, process improvement, and business compliance to drive business growth. A proactive leader and team- player with a strong focus on enhancing customer experiences and fostering high-performing teams. Contact Experience Phone - Email - Address Nueva Ecija, Philippines Education 2022 Google Ads Search |SEM and SEO UC Davis Continuing and Professional Education 2024 - 2025 Chalkola | Freelance Employment Amazon Brand Manager Listing Optimization: Enhanced product visibility through keyword research and SEO strategies. Shipment Management: Created and tracked shipments to ensure timely and accurate deliveries. Flat File Updates: Maintained accurate product listings using bulk upload flat file management. Invoice Management: Oversaw order invoicing to ensure compliance and record accuracy. 2012 Business Administration University of Caloocan City Expertise Operational Excellence & Process Improvement Data-Driven Performance Management Cross-Functional Collaboration & Stakeholder Engagement Team Leadership & Coaching Amazon Posts Management: Curated and published engaging posts to boost brand visibility and customer engagement. Store Feed Maintenance: Collaborated with the design team to maintain a visually appealing and engaging front store feed. Advertising Support: Partnered with the Ads team to ensure all listings remained buyable and optimized for sales. Product Compliance: Ensured all products and listings adhered to Amazon's product compliance requirements. Performance Reporting: Compiled and presented weekly reports to track and communicate brand progress. E-Commerce Strategy & Optimization Referrences Available upon Request 2021 - 2024 TFM Automation, LLC | New Jersey, USA Operations Manager for Amazon Wholesale Developed comprehensive Standard Operating Procedures (SOPs) for various processes, including product listing optimization, inventory management, and customer service, resulting in streamlined operations and improved efficiency. Led strategic planning initiatives to identify business goals, analyze market trends, and develop actionable strategies for growth and scalability in the ecommerce sector. Contact Phone - Email - Address Nueva Ecija, Philippines Education 2022 Google Ads Search |SEM and SEO UC Davis Continuing and Professional Education Utilized data-driven insights and market research to inform decision-making and guide the development of innovative solutions to address challenges and capitalize on opportunities. Collaborated cross-functionally with team members and stakeholders to align strategies with organizational objectives and ensure successful implementation and execution. Continuously monitored and evaluated performance metrics to measure the effectiveness of strategies and SOPs, making adjustments as necessary to optimize results and drive continuous improvement. Compliance and Policy Adherence: Ensuring sellers comply with Amazon's terms of service, policies, and guidelines to maintain account health and avoid penalties or suspension. Growth Strategies: Collaborating with sellers to identify opportunities for expansion, diversification, and scaling their businesses on Amazon through product launches, international expansion, and other growth initiatives. 2012 Business Administration University of Caloocan City Expertise Operational Excellence & Process Improvement Data-Driven Performance Management Cross-Functional Collaboration & Stakeholder Engagement Team Leadership & Coaching 2019 - 2021 Concentrix Team Leader Coaching and Development: Provided regular coaching to agents, ensuring performance goals were met and implementing personalized improvement plans to bridge skill gaps. Performance Monitoring: Tracked and analyzed daily agent performance metrics, including attendance, adherence, and key KPIs. Client Reporting: Prepared and presented detailed performance reports to clients, maintaining transparent communication on service delivery. E-Commerce Strategy & Business Metrics Management: Ensured critical business measures such as service levels, quality, and customer satisfaction were consistently met or Optimization exceeded. Referrences Available upon request. Productivity Oversight: Monitored team productivity, optimizing workflows to maintain high operational efficiency. Resource Planning: Conducted headcount forecasting and staffing projections based on workload analysis and business requirements. Attendance and Schedule Management: Managed agent schedules to optimize coverage and maintain adherence. Performance Analytics: Identified trends through data analysis to implement strategies for continuous process improvement. Employee Engagement: Fostered a positive work environment by motivating team members and recognizing top performers. Conflict Resolution: Addressed and resolved team issues to maintain a cohesive and productive work environment. Contact Phone - Email - Address 2011 - 2019 Teletech | Pioneer, Manadaluyong Customer Service Representative II Technical Troubleshooting: Provided exceptional customer service by resolving technical issues promptly and efficiently, ensuring customers experienced minimal device downtime. Nueva Ecija, Philippines Education Device Support & Handset Exchanges: Coordinated handset replacements with logistics teams, ensuring timely delivery, proper setup, and smooth data transfers for customers. 2022 Customer Education: Guided customers through device setup, navigation, and feature usage, empowering them with personalized tips to maximize their Google Ads Search |SEM and SEO device's potential. UC Davis Continuing and Professional Education 2012 Business Administration University of Caloocan City Expertise Operational Excellence & Process Service Diagnostics: Conducted thorough network diagnostics to ensure optimal service experiences. assessments and Billing Support: Reviewed and analyzed billing statements to ensure transparency and accuracy, explaining discrepancies and unfamiliar charges to build trust and loyalty. Upselling & Customer Retention: Identified opportunities to enhance customer experiences by offering tailored add-ons such as device protection plans, international packages, and premium subscriptions. Improvement Data-Driven Performance Customer Relationship Management: Maintained high levels of customer Management satisfaction by providing empathetic and solutions-oriented support, Cross-Functional Collaboration & Stakeholder Engagement Team Leadership & Coaching E-Commerce Strategy & Optimization Referrences Available upon request. fostering brand loyalty.