Willer Jasolin

WILL JASOLIN OPERATIONS & ADMINISTRATIVE SUPPORT PROFESSIONAL PROFESSIONAL SUMMARY Experienced Operations Manager with a strong background in BPO operations and digital marketing agencies. Proven ability to manage remote teams, streamline workflows, optimize processes, and drive KPIbased performance. Extensive experience handling financial and medical accounts, escalation management, and people leadership. Currently supporting digital marketing and SEO operations through team management, operational oversight, and performance optimization. CORE SKILLS Operations Management Remote Team Leadership & Staff Supervision KPI Tracking & Performance Management Process Optimization & Workflow Improvement Quality Assurance & Compliance Training, Coaching & Team Development Cross-Functional Coordination SOP Documentation & Process Standardization Digital Marketing Operations Support SEO Team & Campaign Operations Escalation & Issue Resolution Client & Stakeholder Communication PROFESSIONAL EXPERIENCE Operations Manager / Head of Operations Digital Marketing Agency | Remote - NO-BS MARKETPLACE December 2017 - Present Manage day-to-day operations of a digital marketing agency overseeing multiple remote teams Supervise team performance across SEO, marketing support, and internal operations Implement and improve workflows, SOPs, and systems to increase efficiency and accountability Track KPIs, productivity, and quality metrics to ensure consistent delivery and client satisfaction Coordinate with leadership to align operational execution with business goals Support SEO and digital marketing operations through task delegation and reporting oversight TELUS International Philippines Team Leader | May 2014 – January 2015 Team Coach | December 2013 – April 2014 Resolutions Specialist | April 2011 – November 2013 Customer Service Representative | November 2009 – March 2011 • Delivered customer support for financial and medical accounts with strict compliance standards • Handled complex customer escalations and issue resolution • Led and coached teams, managing attendance, KPIs, and performance improvement plans • Conducted performance reviews, coaching sessions, and corrective actions • Trained and mentored new hires and junior staff • Acted as liaison between frontline teams and management APAC Customer Services Inc. Humana Associate | May 2008 – October 2009 • Provided customer service support for healthcare accounts • Ensured compliance with client policies and data privacy standards • Maintained high accuracy and service quality in a regulated environment ICT Marketing Services Inc. Information Consultant | March 2007 – January 2008 • Delivered information and customer support services for marketing campaigns • Assisted clients through structured communication and issue resolution • Met performance metrics and service-level agreements WORK STYLE & STRENGTHS Highly organized and process-driven Strong leadership and communication skills Calm and effective in high-pressure environments Detail-oriented with a focus on results and accountability Experienced working with international clients and remote teams