Jakie Lou Miller Manalo

JAKIE MILLER MANALO O P E R A T I O N S M A N A G E R PROFILE Operations manager with 8 years of combined leadership experience in US telecommunications and Fintech customer service. Team player with an eye for detail. CONTACT --Cavite, Philippines EXPERIENCE COMMUNITY AND CUSTOMER EXPERIENCE - DISPUTES MANAGER Paxful (2021 -2023) Work with the moderators to achieve development objectives and performance targets SKILLS Customer Service Provide bi-weekly specific performance feedback Support Senior Manager in providing Problem Solving leadership, guidance, and support to the Coaching & Mentoring moderators Data Analysis Develop processes that will ensure accuracy Project Management in dispute resolution and scam prevention Team Management Key Performance Indicators Strong Communication TEAM LEAD IQOR/T-MOBILE (2014 - 2021) Served as a mentor and coached to the agents on the floor EDUCATION BACHELOR OF SCIENCE IN HOTEL AND RETAURANT MANAGEMENT De La Salle University Dasmariñas 2010 - 2013 Acted as first point of escalation for client specific issues Conducted Root Cause Analysis, provided feedback and coaching to formulate SMART action plans to address areas of opportunity Supported the Team Manager in providing leadership, guidance, and support to the agents to ensure the creation of a positive (productive) work atmosphere and team spirit