Michael Laman

MICHAEL LAMAN PROJECT AND OPERATIONS MANAGER / CUSTOMER SERVICE REPRESENTATIVE / VIRTUAL ASSISTANT PROFILE CONTACT--Marikina Heights, Marikina City Skype: live:michael.laman3487 EDUCATION As a highly skilled professional, I bring an extensive background in customer service, project management, and operations management to the table. My expertise lies in delivering exceptional service and leading cross-functional teams to new heights of operational efficiency. I have a proven track record of adeptly managing complex projects, solving problems with ease, and significantly improving customer satisfaction. My strong communication skills complement my strategic planning abilities, ensuring optimal resource allocation and the maintenance of high-quality standards. I am deeply committed to propelling organizational success by combining effective leadership with a steadfast, customer-focused approach. WORK EXPERIENCE (VIRTUAL ASSISTANT) 2004 - 2009 MAPUA INSTITUTE OF Academy Class Training LTD Operations Manager (Part-time) TECHNOLOGY As the Operations Manager at AcademyClass in London, I am responsible for ensuring that all courses are conducted smoothly on a daily basis. I oversee the coordination of schedules, resources, and staff to maintain the highest standards of educational delivery. My role also involves submitting detailed reports on operational concerns, including exam administration and tutor-related issues, to ensure continuous improvement. I collaborate closely with the management team to address any challenges and implement effective solutions. This position requires strong organizational and problem-solving skills to maintain the efficiency and quality of our training programs. Bachelor of Science in Engineering Management LANGUAGES English (Fluent) FunEmpire Sales Executive (Full-Time) JUN 2022- PRESENT Jul 2022 - Jul 2024 As a Sales Executive at our leading team-building event company in Singapore, We are responsible for identifying and cultivating new business opportunities, fostering strong relationships with clients, and achieving sales targets. We work closely with our creative and operations teams to tailor event solutions that meet the unique needs of each client. This role requires exceptional communication skills, a passion for delivering outstanding customer experiences, and the ability to thrive in a fast-paced environment. I also play a key role in expanding our market presence and contributing to the growth and success of the company. SKILLS Project Management Problem Solving Teamwork Time Management Leadership Effective Communication Critical Thinking Project Planning Customer Service E-commerce knowledge (Amazon, Shopify, Dropship or Private Label Attention to Detail Process Improvement REFERENCES Available Upon request Rahisi.co.uk Project Manager (Contractual) Jun 2021 - Jun 2024 As the Project Manager for a startup private label company in the UK, I am responsible for developing and implementing processes, Standard Operating Procedures (SOPs), and workflows to ensure the successful launch of the brand and its associated agency. My role involves managing project timelines, coordinating with various teams, and aligning operations with strategic goals. I work closely with stakeholders to ensure that all project elements are executed effectively, from concept to market launch. This position requires strong organizational and leadership skills, along with a focus on continuous process improvement to support the company’s growth. Excelfulfilment Pty LTD Operations Assistant (Part-time) Apr 2021 - Sep 2023 As an Operations Assistant in our Birmingham-based 3PL warehouse, I manage the daily dispatch operations, ensuring that goods are accurately picked, packed, and shipped in a timely manner. I work closely with the logistics team to streamline processes and maintain high standards of efficiency and accuracy. This role involves monitoring inventory levels, coordinating with carriers, and resolving any operational issues that arise. My attention to detail and ability to multitask will be critical in supporting the smooth running of the warehouse and meeting client expectations. Career Pathways Consulting May 2021 - Dec 2023 Human Resources Assistant (Part-time) In my role as a Human Resource Assistant, I am responsible for sorting and screening job applicants to ensure they align with the qualifications required for various positions. I actively follow up on necessary documents, ensuring that candidates complete their applications accurately and on time. Additionally, I guide applicants to apply for roles that best match their skills and experience, optimizing the recruitment process. My duties require strong attention to detail, organizational skills, and effective communication to support the HR team in maintaining a streamlined hiring process. iBlockCube Ltd May 2019 - May 2021 Operations and Project Manager (Full-Time) As the Operations and Project Manager for a private label FBA Amazon store company, I oversee the day-to-day operations across multiple teams, ensuring efficient coordination and productivity. My role includes developing and implementing workflows and Standard Operating Procedures (SOPs) to streamline processes and enhance performance. Additionally, I manage product launches, guiding each project from product design and sourcing to filing patents and trademarks, culminating in a successful hard launch. This position requires a strategic approach, strong leadership, and meticulous attention to detail to drive the company's growth in the competitive Amazon marketplace. WORK EXPERIENCE (OFFICE BASED) Redmen Fire Protection Project Manager (Contractual) May 2018 - Dec 2018 As an Operations Assistant for a fire protection company in Australia, I am responsible for managing the dispatch and scheduling of field personnel to ensure timely and efficient service delivery. My role includes assigning tasks and projects, as well as coordinating backjobs to address any urgent needs or follow-up work. I work closely with the operations team to monitor progress and resolve any operational issues that arise. My duties require strong organizational skills, attention to detail, and effective communication to support the smooth functioning of field operations. Shopify Customer service representative Jan 2018 - May 2018 As a Customer Service Representative at Shopify, I assist customers with a range of inquiries related to billing, account management, and other service-related issues. My responsibilities include providing clear and accurate information, resolving account-related concerns, and ensuring a high level of customer satisfaction. I handle complex questions and issues with professionalism, working to find effective solutions and facilitate a smooth user experience. My role demands strong communication skills, problem-solving abilities, and a thorough understanding of Shopify’s services and policies. Hipages Australia Feb 2016 - Dec 2017 Subject matter expert & Team Leader As a Subject Matter Expert and Team Leader for the customer support team at a tradesman app in Australia, I provide expert knowledge and guidance on the app’s features and industry-specific requirements. I lead and mentor a team of support representatives, ensuring they deliver highquality assistance and resolve complex customer issues effectively. My role includes developing and implementing training programs to enhance team capabilities and improve customer service standards. I collaborate with other departments to address and resolve escalated issues, contributing to the app’s overall user satisfaction. This position demands strong leadership, in-depth knowledge of the tradesman industry, and exceptional problem-solving skills. Paypal Australia May 2012 - Jan 2016 Disputes & Claims Officer As a Level 3 Disputes & Claims Officer at PayPal Australia, I manage and resolve complex and escalated disputes and claims, ensuring compliance with company policies and regulatory requirements. I conduct thorough investigations into transaction issues, fraud cases, and customer complaints, providing detailed analysis and solutions. My role involves coordinating with various internal teams to facilitate effective resolution and prevent future disputes. I also contribute to the development of best practices and process improvements to enhance the efficiency of the claims handling process. This position requires strong analytical skills, attention to detail, and a deep understanding of dispute resolution and payment systems. American Express travel International Travel Consultant Apr 2011 - May 2012 As an International Travel Consultant for American Express Centurion card holders, I provide personalized travel arrangements and exclusive services to meet the high expectations of premium clients. My role includes planning and booking complex itineraries, including flights, accommodations, and unique experiences, while ensuring the highest level of customer satisfaction. I offer expert advice on travel destinations, visa requirements, and itinerary adjustments, leveraging my extensive knowledge of luxury travel. My responsibilities involve managing travelrelated issues and providing timely solutions to ensure seamless experiences for card holders. This position demands exceptional customer service skills, attention to detail, and a deep understanding of global travel trends and luxury services. Target Retail Online Customer Care Executive Aug 2010 - Mar 2011 As a Customer Care Executive at Target, I manage and resolve concerns from store staff, including cashiers and other team members, ensuring smooth and efficient store operations. My role involves addressing and troubleshooting issues related to store procedures, registers, and customer interactions to maintain high service standards. I provide support and guidance to staff, helping them navigate challenges and improve their performance. Additionally, I collaborate with store management to implement solutions and enhancements based on staff feedback. This position requires strong problem-solving skills, effective communication, and a commitment to fostering a positive working environment. One Global Contact Center Apr 2009 - Dec 2009 Outbound Sales Associate As an Outbound Sales Representative for a US-based website builder, I actively engage with potential clients to promote and sell our website building solutions. My responsibilities include generating leads through cold calling, email outreach, and networking to build a robust sales pipeline. I conduct product demonstrations and consult with prospects to understand their needs, tailoring solutions to meet their specific requirements. I manage the entire sales process from initial contact to closing deals, ensuring a seamless experience for clients. This role demands strong sales skills, effective communication, and the ability to build lasting client relationships.