JESSICA J. MANIPON

P +63-917-***-**** E ad3epq@r.postjobfree.com A Quezon City, PH W jessicamanipon.me

SUMMARY

I have a proven track record of getting things done. From launching and running companies based in Singapore and the Philippines, to improving existing processes and designing systems, I live by the saying that ideas are a dime a dozen, but execution is the real game changer.

SKILLS

● Industry Knowledge

o Operations Management

o Vendor and Partnership

management

o KPIs and Metrics Analysis

o Project Management

o Budget Monitoring

o Agile Methodologies

o Product Manager

● Interpersonal Skills

o Team Management

o Leadership

o Communication

● Tools & Technologies

o Google sheet

o Microsoft Excel

o No code automation tools

TRAININGS TAKEN

● Agile Framework and Scrum

Methodology (2019)

● Waterfall project

management (2017)

● Signature verification

(2011)

CERTIFICATION

Six Sigma Yellow Belt

- Wave 135, September 2023-

issued by 6sigma PH

EDUCATION

Bachelor of Science in

Economics, cum laude

University of the Philippines

(Quezon City), 2011

EXPERIENCE

Head of Operations (Philippines) • Qashier

January 2022 to present

Industry: B2B Fintech

Specialization: Leadership, Process development and improvement, Operations Management, KPI monitoring

● Part of the key management team that set up the Philippine expansion from zero to one, focused on promoting customer satisfaction and supporting

● Oversees all after-sales activities, from merchant onboarding, order fulfillment and customer support, while consistently achieving and exceeding our KPI targets consisting of CSAT, FRT, resolution time, fulfillment time, and merchant onboarding satisfaction.

● Sets and implements cost-efficient policies and process improvement projects for operations through automation, creating SOPs, data analytics and dashboards, resulting in higher team productivity.

● Oversees and guides the entire operations department, composed of 14 members, exhibiting a combination of democratic, situational and servant leadership styles.

● Serves as the highest level of escalation point for customer concerns.

● Coordinates with internal stakeholders, logistics partners and payment gateway partners to ensure smooth flow of transactions, orders and customer satisfaction. Regional Process Improvement Manager • Circles.Life Technology February 2021 to January 2022

Industry: Telecommunication

Specialization: Automations, Budgeting, Cost tracking, Process improvement. KPI monitoring

● Launched and developed process improvement initiatives such as Robotic Process Automations (RPA) using Kryon and utilizing Slack workflows and Google Apps Script, saving more than 10 hours of repetitive manual work per day.

● Monitored cost, budget, and all its parameters of the Customer Happiness (CH) department for all our B2C markets (Singapore, Australia, Indonesia, Taiwan). Also prepared the annual budget of the CH department for all our B2C markets.

● Streamlined and documented the processes for CH quality assessment, budget monitoring and RPA troubleshooting.

● Trained and mentored colleagues in developing RPAs, increasing the deployment of RPAs by 100%.

● Rolled out a productivity monitoring tool for the CH department B2C markets, coordinating with HR, Legal, Infosec and the BPO partners for a successful implementation, resulting in reduced cost of the billable hours by at least 9 percent. Page 1 of 3

● Promoted from Operations Manager to Regional Process Improvement Manager in 7 months, moving on to supervise the CH training, quality assessment and process improvement team for Singapore and Australia.

Consultant • DES Holdings Inc.

July 2020 to December 2020

Industry: Financial services

Specialization: Digital transformation, Product management, Project management

● Executed various projects for the company, focused on reengineering processes and systems in the company.

● Designed a system to manage investor funds that has led to minimized errors, saved costs, and bringing more satisfaction to the investors of the company. Other projects include digitizing loan application forms and documenting the collection process. Head of Operations • Vesl Pte. Ltd.

December 2016 to May 2020

Industry: B2B Fintech

Specialization: Startup founding, Operations, Account management, Product management, Project management

● Oversees day-to-day operations of the company and ensures efficient and exceptional delivery of the company's services to our users and partners.

● Leads the Vesl system and product design, improvement, and implementation.

● Leads product development, from roadmap, partnerships, requirements, testing and deployment, ultimately working as the Product Owner for the Vesl Application.

● Leads and executes decisions involving client management, operations, and technology.

● Managed various aspects of the company such as office administration and hiring, ensuring costs are minimized.

● As part of executive management, my responsibilities adapt to the needs of the company, such as strategy, business development, marketing, hiring, and fundraising. Program Officer • PhilDev Foundation

November 2015 to September 2017

Industry: Non-profit

Specialization: Program implementation, Project management

● Lead officer for the Innovative Development through Entrepreneurship Acceleration

(IDEA) Symposium 2016 – under the USAID and PhilDev program, with 700 attendees, composed of students, professors, startup entrepreneurs, investors, non-profit and government organizations

● Lead officer for the 2016 IDEA Faculty Bootcamp, attended by 60 engineering professors from all over the Philippines. The Bootcamp trains engineering and technology professors to teach entrepreneurship. The Bootcamp was designed and taught by professors from University of California Berkeley - Sutardja Center for Entrepreneurship and Technology.

● Lead officer for a nationwide Engineering Faculty Training Program under the Commission on Higher Education (CHEd). The program aims to train more than 2,000 engineering professors in “Technopreneurship” pedagogy.

● Monitored the program’s outcome on the community and its beneficiaries. Wrote case studies, interviewed beneficiaries, and coordinated FGDs for the evaluation.

● Crafted proposals, supplying technical data, to get grants from the government amounting to more than Php 60 million.

Research Associate • Asian Institute of Management Policy Center October 2014 to November 2015

Industry: Policy Research

Specialization: Economics, Public policy, Project management Page 2 of 3

● Provided technical assistance and data analysis on various articles and topics such as agriculture, transportation policy, competitiveness, health tourism, and public infrastructure policy.

● Implemented at least 10 academic events with the team, which focused on social development and public policy topics such as poverty, maritime security, corruption and good governance. This was attended by a total of 500-600 students, professors, and key policymakers.

● Policy Center is now renamed as Rizalino S. Navarro Policy Center for Competitiveness.

Business Development Officer • Metis Etrade, Inc.

March 2014 to October 2014

Industry: B2C Investing

Specialization: Business development, Marketing, Sales

● Planned and implemented various programs and partnerships to promote and to market retail trading of foreign exchange (FX) and commodities.

● Monitored, evaluated, and supervised performance of sales agents. Associate Account Manager • Integreon Managed Solutions August 2013 to January 2014

Industry: Financial data software

Specialization: Post-sales, Account retention

● Managed accounts of clients and their over-all experience with the product (from registration, training, support to renewal of subscriptions) under SNL Financial, a leading provider of financial data and analytic software in the U.S.

● Catered to our clients that were banks and credit unions located in the United States by call and email.

● Takes over account manager’s duties when they are on travel or on leave. Data Products and Services Manager • Philippine Dealing Systems Holdings Corp.

July 2011 to August 2013

Industry: Financial products trading

Specialization: Operations, Product management, Process improvement

● Developed and rolled out products deriving from data in the fixed income market (i.e. MarketPage and Xstream).

● Managed data integrity in all data platforms, specifically the fixed-income PDS Treasury reference rates, PDS interpolated rates and USD/PHP Spot FX rates,

● Tested new versions of various platforms such as USD/PHP trading and the PDS MarketPage,

● Maintained databases of local exchanges and capital markets activity;

● Created data reports and analytics to internal and external clients including newspapers and media, investors, traders and academe. Editor-in-Chief • SIDHI, Official Publication of UP School of Economics June 2010 to April 2011

Part time Tutor • AHEAD Tutorial and Review Center March 2010 to October 2010

● Taught students in pre-school to college in basic Math, English and Economics. Data Collector • Research Project on the Development Impact of Remittances of Filipino Workers in Qatar

May 2009 to June 2009

● Performed almost 100 survey interviews for an economic research project conducted by the University of the Philippines, University of Michigan, and Georgetown University.

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