Customer Service, Project Management, Training, QA, Operations

Madaline Tan

Metro Manila, Philippines

*************@*****.***

Professional Summary

Dynamic and results-driven professional with over 23 years of diverse experience across executive support, operations, customer service, marketing, and training. Skilled in managing large-scale projects, coordinating cross-functional teams, and delivering efficient operational and customer service outcomes. Adept at balancing multiple priorities, resolving complex problems, and driving measurable improvements in efficiency, client satisfaction, and compliance. Known for strong organizational skills, proactive problem-solving, and the ability to build trust with clients, executives, and stakeholders. Experienced in both corporate and retail sectors across Southeast Asia, with expertise in training, marketing, account management, and executive assistance.

Athena - Executive Partner

June 2025 - Present

● Served as a strategic partner to senior executives, providing proactive support across operations, planning, and leadership initiatives.

● Managed executive calendars, communications, and priorities, ensuring alignment between leadership objectives and organizational execution.

● Coordinated cross-functional projects and facilitated collaboration across global teams to meet deadlines and performance goals.

● Oversaw client and stakeholder relations, building trust and strengthening long-term partnerships.

● Developed standard operating procedures to improve efficiency, streamline workflows, and reduce administrative bottlenecks.

● Produced reports, presentations, and data insights to support executive decision-making and business strategy.

● Led event and travel management for executives, optimizing schedules and budget while ensuring seamless execution.

Capital One – Senior Operations Representative, Fraud & Disputes Feb 2025 – Jun 2025

● Resolved an average of 200+ fraud claims weekly, ensuring compliance with regulatory standards while restoring client trust.

● Reduced operational risk through precise documentation and policy-aligned decision-making.

● Increased cross-functional resolution turnaround by 20% by improving escalation and routing processes

● Ensured 100% compliance with ethical and regulatory handling standards. Foundever – QuickBooks – Customer Service Representative Jul 2024 – Feb 2025

● Supported 60+ QuickBooks users daily with billing, subscription, and account issues.

● Improved customer satisfaction scores by 18% through first-contact resolution and clear self-service guidance.

● Assisted users with invoice creation, payroll processing, and tax documentation, reducing escalations

● Provided actionable feedback to improve backend systems and reduce ticket volume. Masterpiece Group Philippines – Center Manager / Account Manager Nov 2020 – May 2023

● Improved operational efficiency by designing and implementing standard operating procedures that reduced delays by 15%.

● Produced and presented monthly performance reports that influenced strategic decisions by senior stakeholders.

● Enhanced client onboarding and cross-department coordination, reducing operational bottlenecks.

● Supported long-term planning across HR, training, operations, and finance, aligning teams with organizational goals.

Nu Models Pte Ltd – Singapore – Chief Trainer

Jan 2016 – Oct 2016

● Designed and delivered training programs for aspiring models and retail staff.

● Conducted professional image, grooming, and workshop sessions, increasing trainee performance ratings.

● Aligned content with industry trends to maximize engagement and relevance. Carrie Academy International Pte Ltd – Singapore – Resident/Corporate Trainer Nov 2010 – Jul 2015

● Delivered WSQ-certified training modules, including professional makeup, skincare consultation, retail sales and professional Image

● Oversaw “Train-the-Trainer” programs and evaluate corporate grooming workshops.

● Enhanced training effectiveness by tailoring content for diverse industries for executives and frontline employees

PlusOne Asia – Singapore – Senior Marketing Executive 2007 – 2010

● Developed and executed marketing strategies for product launches.

● Strengthened client engagement and supported business growth through targeted campaigns.

● Coordinated regional events and promotional activities that expanded client acquisition and retention.

● Conducted product training locally and regionally.

● Sourced new products across Asia (Japan, Taiwan, and Korea) and liaised with principal companies overseas for product development.

Modern Montessori International – Singapore – Marketing Executive 2005 – 2007

● Served as Student Course Consultant for international and local Montessori Teacher Training programs.

● Executed marketing campaigns and promotional activities to drive enrollment.

● Consistently achieved at least 90% of monthly targets, contributing to program growth. Clinique – Estee Lauder Cosmetics Pte Ltd – Singapore – Senior Beauty Consultant 2003 – 2005

● Delivered skincare consultations and workshops, driving sales and customer satisfaction.

● Awarded for outstanding customer service and retail performance. The Body Shop – Singapore – Shop In-Charge / Consultant 2000 – 2002

● Supervised staff, managed inventory, and ensured daily retail operations.

● Provided personalized beauty consultations and trained junior staff on product knowledge.

Weitnaur Singapore (Airport Duty-Free) – Beauty Sales Consultant 2000 (Contract)

● Promoted global beauty brands to international travelers through personalized consultations.

Education & Certifications

Oklahoma City University – MDIS Singapore

Diploma in Mass Communications, 2001–2002

Certifications:

- WSQ Full Advanced Certificate in Training & Assessment (ACTA) – IAL Singapore

- WSQ Certified Modules in Skincare & Makeup (Carrie Academy)

- Professional Certificate in Advanced Make-Up – School of Make Up, Singapore

- Effective Retail Selling Skills Program – Singapore Retailers Association

- Thai Massage & Reflexology – Wat Po Medical School, Thailand Skills

● Executive Assistance & Operations

● Customer Service & Client Relations

● Marketing & Business Development

● Project & Performance Management

● Training & Team Development

● Calendar, Inbox & Travel Management

● Process Improvement & Reporting

● Tools: Notion, Salesforce, CRM Tools, Asana, Canva, Gmail, Google Workspace, Microsoft Office Suite, Slack

Languages

● English – Fluent

● Tagalog – Good

● Mandarin – Moderate

● Malay – Basic

● Japanese – Basic

Interests

● Traveling and exploring cultures

● Music and reading

● Cooking

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