Jen Andres

P R OFE SSIONA L SU MMA RY Seasoned Operations and Project Leader with over 15 years turning customer insights into smarter training and smoother workflows. I build systems that boost performance, empower teams, and drive real results. Now looking to partner on strategic projects across Training, B2B Ops, and Customer Success. E X PE R IEN CES ( 20 10 - PR E S EN T) JE NN IFER AND R ES OPERATIONS & PROJECT MANAGER CUSTOMER EXPERIENCE LEADER INSTRUCTIONAL DESIGNER E DU CAT ION A .B. P hi lo so ph y, 20 03 Un i ve rs i ty o f S ant o To mas , Es pañ a , M an i la Senior Customer Care Exec - Full-Time (Remote) Bear Down Brands | CA, USA | Jul 2016 - Oct 2025 Managed customer experience and brand protection across Amazon Seller Central (US, CA, MEX, GER, IT), ensuring compliance and exceptional seller ratings. Resolved platform-critical issues and supported brands (Pure Enrichment, Bentgo, EazyLunchboxes, Verilux) via Seller Central, Zendesk, and Onsite Support. Optimized workflows using VoC insights to improve CSAT, FCR, and KPI alignment. Instructional Designer - Project Based (Remote) The Sydney Biz & Travel Academy | AU | Oct 2018 - Mar 2019 Created printed facilitator guides, course decks, and assessment tools. Designed hard-copy training aids like quizzes, case studies, and role plays. Built print-based modules from feedback and data to boost competency and workflow consistency Operations & Project Manager - Full Time (Remote) One Vision Projects AU | NSW,AU | Jul 2016 - Nov 2019 Ran B2B ops for a high-rise firm, coordinating teams and deliverables. Managed quotes, MYOB entries, and quarterly email campaigns via MailChimp and Vision6. Led remote projects, turning feedback into streamlined instructional design. CO RE COM PE TE NCIE S Analytical & Problemsolving skills Business Administration Content Creation and Management CSAT, VOC, NPR Concepts Customer Support E-commerce Inventory, Fulfillment, & Logistics E-commerce Marketing Email Marketing Learning & Design - Course Development Learning & Design - Course Deployment LMS Implementation Marketing Research Operations Management Project Management Process Mapping Process Improvement Sales Management Support Management (CS and Technical) both for onsite and remote teams Training & Development Technical Support BUSINESS TOOLS: GSuite, Office 365 Asana, BaseCamp, Clickup, Podio, Trello, Central Desktop, Infusionsoft Mailchimp, SendinBlue Discord, MS Teams, Slack Canva Pro, Loom Amazon Seller Central, Carousell, eBay, Shopify Skype, Zoom Webinar PayPal, Xero, MYOB Kayako, Keeping.com, Zendesk Squarespace, WordPress E X PE R IEN CES ( 20 10 - PR E S EN T) Freelancer Support Exec - Full Time (Remote) Upwork | CA | Jun 2014 - Oct 2015 Remote High-Value Expert for email/chat support, troubleshooting, and risk management. Resolved complex Freelancer issues, meeting quality and speed benchmarks. Used Zendesk and Velaro for issue tracking and workflow optimization. Ops, Strategy & Learning Lead - Full Time (Remote) Vyral Factory | CA | Dec 2011 - Jul 2014 Built remote ops from scratch, set processes, tools, and hired top-fit talent. Elevated performance via KPI tracking, exec briefings, and focused feedback. Closed gaps with targeted training and scripting; hit 92% DISC PM match. Communication Skills Trainer - Full Time (On-Site) Teleperformance | PH | Feb 2010 - Dec 2011 Delivered onboarding for thousands of BPO hires: language, service, and tech skills Led simulations and mock interviews that raised acceptance rates across programs E AR L IER EX P ER IE NCE S EVA & Assistant Project Manager (Remote) Cartoon Doll Emporium, Supreme Enterprises| US, Nov 2008 to Dec 2009 Core Skills & Language Trainer (Multi-Site) Sutherland Global | PH, April 2007 to Dec 2008 Senior HelpDesk Specialist (On-Site) ePerformax | PH, Oct 2005 to Apr 2007 Technical Support Representative (On-Site) West Contact Services Global | PH, Feb 2004 to Sep 2005