Multi-Site Operations Manager
Resume:
CELINA ROSE
PADILLA
OPERATIONS MANAGER
C O N T A C T M E
B8 L7 CP. Garcia St. Pacita
Complex 1 Phase 5 San
Pedro City, Laguna,
Philippines 4023
******.*********@*****.***
linkedin.com/in/celina
- rose-padilla -1442a4210
C O R E S K I L L S
• Multi-Site Operations
• Operations Management
• Vendor Management
• Process Improvement
• Team Leadership
• Customer Operations
• Project Coordination
• Customer Service
• Communications
• Training & Development
• Technical Support
S O F T W A R E
• Microsoft Suite
• Outlook for Email
• CRM Salesforce
• Google Suite
• Nice
• TalkDesk
PROFESSIONAL PROFILE
Operations professional with 11+ years of experience across multi-location operations, customer service, team leadership, quality, technical support, and financial-services environments. Currently overseeing self-storage operations, vendor coordination, facility maintenance, customer operations, security, collections support, and process improvement. Tech-savvy problem solver with strong communication, organizational, and leadership skills. WORK EXPERIENCE
Operations Manager
Silverback Storage / Sally's Storage 2024 – Present
• Oversee day-to-day operations across a multi-location self-storage portfolio, coordinating facility performance, customer operations, maintenance, vendors, security, and administrative activities.
• Serve as a key liaison between ownership, facility managers, internal teams, customers, and external vendors to ensure priorities are communicated and completed.
• Manage vendor relationships by sourcing contractors, requesting and evaluating quotes, coordinating schedules, and tracking completion of maintenance and repair work.
• Lead operational planning for facility takeovers and existing locations, including workflows, responsibilities, communication procedures, and ongoing operational requirements.
• Drive process improvements through standardized procedures, communication templates, escalation workflows, call-routing structures, and operational tracking systems.
• Support revenue-generating operations through lead management, rental inquiries, property tours, listings, promotions, pricing information, and customer follow-up.
• Oversee operational aspects of delinquency, collections support, tenant move-outs, abandoned units, lien-related processes, and auction preparation.
• Coordinate facility security and access issues involving gates, cameras, locks, unit doors, and access-control systems while arranging appropriate vendors.
• Research service providers and prepare quote comparisons and cost options to support management decisions and improve operational efficiency.
• Provide leadership and operational guidance to team members by establishing responsibilities, workflows, coverage, and escalation procedures. Account Manager Subject Matter Expert Quality Analyst Movate Philippines 2023 – 2024
• Managed team pipelines for pending or closed sales and drove daily productivity while maintaining customer-centric service.
• Handled escalation issues and calls to prevent customer churn and improve customer experience.
• Managed daily tasks and deliverables to meet client expectations and contributed to strategic planning.
• Audited calls for compliance and facilitated calibration sessions with clients and teams to identify strengths and improvement opportunities.
• Facilitated coaching, QA talks, refreshers, and initiatives covering product knowledge, soft skills, customer experience, and call handling.
Fraud Specialist
Visa Philippines 2021 – 2022
• Handled fraud-prevention cases while supporting client-based customer satisfaction. CELINA ROSE
PADILLA
OPERATIONS MANAGER
C O N T A C T M E
B8 L7 CP. Garcia St. Pacita
Complex 1 Phase 5 San
Pedro City, Laguna,
Philippines 4023
******.*********@*****.***
linkedin.com/in/celina
- rose-padilla -1442a4210
C O R E S K I L L S
• Multi-Site Operations
• Operations Management
• Vendor Management
• Process Improvement
• Team Leadership
• Customer Operations
• Project Coordination
• Customer Service
• Communications
• Training & Development
• Technical Support
S O F T W A R E
• Microsoft Suite
• Outlook for Email
• CRM Salesforce
• Google Suite
• Nice
• TalkDesk
WORK EXPERIENCE
Fraud Specialist Customer Service Representative FIS Global 2021
• Handled customer support and fraud-specific problems. Fraud Specialist
Capital One Philippines 2019 – 2021
• Worked as a Fraud Specialist handling identity authentication, identity-theft cases, fraud charges, and replacement requests.
Subject Matter Expert
Concentrix Philippines 2016 – 2019
• Conducted product-specific training on AT&T, Apple, and Android software and hardware for newly hired agents.
• Handled technical and customer support over the phone and took escalation calls from frontline agents.
• Provided floor walks and real-time assistance to agents needing support.
• Collaborated with team leaders and management on agent coaching and development.
• Conducted agent development tactics focused on performance acceleration.
• Functioned as Team Leader in the absence of a Team Lead.
• Monitored calls to ensure business relations and customer-service requirements were met. Customer Service Representative
Genpact Philippines 2015 – 2016
• Provided customer support while ensuring an exceptional customer experience and satisfaction for financial accounts.
EDUCATION & ACHIEVEMENTS
Pacita Complex National High School
2014
• President of Year Four Organization
• President of School Organization
• 1 st Placer – Division Quiz Bee
• 1 st Placer – Division Spelling Bee
PROFESSIONAL STRENGTHS
Customer-focused communicator • Team leadership • Strategic planning • Escalation management • Training and coaching • Quality assurance • Vendor coordination • Process improvement • Operational problem solving • Independent and team-based work
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