Jen Andres

JENNIFER ANDRES SENIOR OPERATIONS AND TRAINING LEADER SUMMARY Dynamic Operations and Training Leader with over 15 years of remote and on-site experience optimizing organizational performance for startups and global brands. Expert in synthesizing complex data into high-impact training curricula and streamlined B2B workflows. A proven tactical bridge between customer insights and operational strategy, driving revenue retention and staff capability. I do not just manage teams; I engineer the ecosystems where they thrive. PROFESSIONAL EXPERIENCE (2004 - PRESENT) Senior Customer Care & Operations Lead, Bear Down Brands USA Jul 2016 - Present Spearheaded global CX strategy for Pure Enrichment, Bentgo, and Verilux, managing high-level Amazon Seller Central escalations across US, JPN, and EU markets. Re-engineered knowledge base and training assets to resolve support gaps, directly accelerating agent onboarding and maximizing First Contact Resolution (FCR). Transformed Voice of Customer (VoC) data into actionable workflow improvements and coaching strategies, aligning support operations with profitability KPIs. Ops & Proj. Consultant, One Vision Projects Services AU (Retained Contract) Jul 2014 - Mar 2019 Strategic Project Delivery: Engaged on an ad-hoc basis to command B2B operations for a highrise maintenance firm, serving as the central coordinator for remote teams and contractors. Process Optimization: Streamlined the "Quote-to-Invoice" lifecycle using Workflow Max and Xero, significantly reducing administrative lag during peak operational windows. Operations Manager & Strategy Lead, Vyral Factory CAN Dec 2011 - Nov 2014 Architected the firm’s operational ecosystem from the ground up, personally recruiting, onboarding, and directing a cross-functional team of writers, editors, client care & SEO managers. Validated as a high-performance leader with a 92% DISC assessment match for Project Management, confirming an innate psychological and tactical aptitude for organizing complex workflows and driving team cohesion. Learning and Performance Specialist, Teleperformance Ortigas PH Nov 2010 - Dec 2011 Scaled Enablement: Onboarded and upskilled thousands of agents in language and technical proficiency for high-volume accounts. Performance Optimization: Implemented Root Cause Analysis (RCA) training that reduced error rates and maximized classroom-to-production throughput. KEY CONSULTANCY & PROJECTS Instructional System Designer, The Sydney Business & Travel Academy AU Oct 2018 - Mar 2019 Architected comprehensive facilitator guides and assessment tools, ensuring compliance with Australian educational standards. Transformed dry regulatory content into engaging, scenario-based learning modules that boosted learner competency and retention. Operations & Systems Specialist, Key Property Associates UK Dec 2018 - Oct 2022 Digitized Operations: Transformed manual processes into a centralized Podio CRM workflow, significantly improving data tracking speed and accuracy. Strict Compliance: Executed comprehensive UK tenant referencing protocols with 100% adherence to legal standards and property regulations. Stakeholder Management: Maintained property database integrity while serving as the primary liaison between tenants and owners. Trust & Safety and Community Specialist, Upwork US (formerly oDesk) Feb 2012 - Oct 2015 Specialized in Trust & Safety operations, fraud detection, and high-tier freelancer support during the pivotal oDesk-to-Upwork rebrand. Resolved complex cross-functional disputes and maintained platform integrity. EARLY CAREER HIGHLIGHTS English & Technical Skills Trainer, CELI Cebu Jan 2010 - Nov 2010 Facilitated English Proficiency Training (EPT) for PGMA TESDA scholars, conducting immersive call simulations and mock interviews to maximize program pass rates. Tier 2 Technical Support Specialist, Convergys Cebu Oct 2009 - Feb 2010 Provided advanced network diagnostics and remote access resolution for a major US ISP, coordinating field dispatch logistics across 43 states. Project Manager Cartoon Doll Emporium, NYC, USA Nov 2008 - Dec 2009 Led a remote cross-functional team of 11, managing resource scheduling and optimizing operational workflows to ensure 100% deadline adherence. Training Lead & TESDA Facilitator, Sutherland Global Services Multi-Site May 2007 - Nov 2008 Pioneered multi-site training benchmarks for provincial expansions and designed governmentcertified TESDA scholarship curriculums that optimized quality metrics. Senior HelpDesk Specialist (SME), ePerformax Makati City, PH Oct 2005 - Nov 2007 Served as Floor Support and Quality SME, conducting real-time coaching and side-by-sides to close agent knowledge gaps. Technical Support Representative, People Support, Makati City, PH Feb 2004 - Sep 2005 Executed Tier 1 ISP support with strict adherence to call flow compliance, documentation protocols, and QA standards. CORE COMPETENCIES Training, Quality & Development Instructional Design (ADDIE/SAM) | Course Curriculum Development & Deployment | LMS Implementation | Training Facilitation | Quality Assurance & Calibration | Content Creation | User Experience (UX) Foundations Strategic Operations & Leadership Remote & On-Site Team Leadership | Strategic Planning | Crisis Management | Process Mapping & Improvement | Business Administration | Cross-Functional Communication | Support Management (CS & Technical) Analytics & Performance KPI Analysis & Reporting | CSAT, VoC, & NPR Concepts | Operational Efficiency | Risk Management | Sales Management | Marketing Research E-Commerce & Technical Support Amazon Seller Central (Inventory, Logistics, Fulfillment) | E-commerce Marketing | Email Marketing | Technical Support Troubleshooting | Brand Protection TECHNICAL PROFICIENCY Project Management & Collaboration: Asana, Trello, ClickUp, Podio, BaseCamp, Central Desktop, Slack, MS Teams, Discord, Zoom, Skype CRM & Support Software: Zendesk, Kayako, Keeping.com, Infusionsoft, Velaro Content, Design & Web: Canva Pro, Loom, WordPress, Squarespace, Mailchimp, SendinBlue, Articulate Storyline, Camtasia, Rise, Vyond Administrative & Financial: GSuite, Office 365, Xero, MYOB, PayPal E-Commerce Platforms: Amazon Seller Central, Shopify, eBay, Carousell EDUCATION A.B. Philosophy 1999 - 2003 University of Santo Tomas, Espana Manila