Jerome D.

Operations Manager - E-commerce & Customer Support

Philippines16+ years experienceAvailable in 1 week$4,500/mo

Compare at US rates $13,500/mo?

AI Experience

🧠 Claude - He uses Claude to refine and improve prompts that support his task automation workflows. He described it as part of a broader AI process he uses alongside Gemini to strengthen workflow quality and drive a high level of automation in his day-to-day operations.

✨ Gemini - He uses Gemini as a core part of his automation workflow, drafting prompts and task logic there and then feeding refined versions back into the system after review in Claude. He described Gemini as a key tool in helping automate a large share of his day-to-day task management and operational workflows

Notable Highlight

At a CEVA global logistics company, Jerome improved internal support satisfaction from 60-70% to 97-98% month-on-month, with some periods reaching 99-100%. He attributed this to changing ticket prioritization, using data to adjust urgency, and simplifying self-help processes with partner teams. At a previous company, he reduced client onboarding time from approximately one month to 7-8 days by removing obsolete steps and introducing technology-driven workflows. This process improvement accelerated onboarding without compromising implementation quality. For one tech client at a previous company, customer satisfaction improved from 20-30% to over 95% month-on-month. He achieved this by working closely with quality and knowledge support teams to improve performance and service delivery. Works hands-on with Claude and Gemini - the AI Experience section above has the examples.

Experience Summary

Jerome J. is an operations leader with 16+ years of experience and is currently working in a remote Operations Manager role. He shared that his background covers the full employee lifecycle, including interviewing, budgeting, offers, onboarding, team management, performance reviews, and offboarding. He currently oversees 7 supervisors supporting teams of roughly 15-20 agents each and works across 21 client accounts. He described strong client-facing operations experience, including managing delivery for e-commerce staffing clients, improving workflows, reviewing tools and subscriptions, and introducing automation, AI workflows, and knowledge base improvements to support both internal teams and client outcomes. He also noted responsibility for recurring client reporting, satisfaction tracking, and identifying expansion opportunities. On process improvement, Jerome shared an example of identifying inefficiency in the client launch timeline and redesigning the process to accelerate onboarding while maintaining quality. He also emphasized reviewing processes regularly and treating them as continuously improvable. In terms of tools, he said he uses Asana and Airtable heavily and has built internal tracking systems, quality scorecards, dashboards, and automations within those platforms. He also shared that he actively uses AI tools such as Gemini and Claude to automate task workflows. He noted that he does not yet have direct Notion experience and has only limited exposure to ClickUp.

Key Achievements

At a CEVA global logistics company, improved internal support satisfaction from approximately 60-70% to 97-98% month-on-month, with some periods reaching 99-100%. This was achieved through revised ticket prioritization based on data-driven urgency assessment and simplified self-help processes developed with partner teams. At a previous company, reduced client onboarding time from approximately one month to 7-8 days by eliminating obsolete steps and implementing more effective technology-driven workflows, maintaining implementation quality throughout the acceleration. For a tech client at a previous company, improved customer satisfaction from approximately 20-30% to over 95% month-on-month through collaboration with quality and knowledge support teams to enhance performance and service delivery.

Skills

Experienced in leading large customer support operations, including coaching team leaders and overseeing 70-75 agents across multiple client accounts Strong in operational management, including KPIs, SLAs, escalations, onboarding, budgeting, and client reporting Hands-on with customer support and e-commerce tools such as Gorgias, Zendesk, Freshdesk, HubSpot, and Shopify Brings a process improvement mindset with experience using technology and workflow changes to improve onboarding speed and customer satisfaction

Work Experience

Operations Manager & Client Success Manager

a previous company · Remote · Jul 2021 - Present

Lead the operations function for a global BPO/staffing company, managing 5-6 Team Leaders overseeing support teams for multiple international e-commerce brands.
Serve as Client Success Manager for $1M+ in client account value - owning onboarding, day-to-day relationship management, and escalations as primary point of contact.
Boosted CSAT from ~80% to ~97% and doubled internal eNPS to 80% by building a strong, collaborative remote-first team culture.
Introduced AI-driven triage and automation (Claude, Gorgias, Zapier), cutting first response time from 3 days to under 24 hours with zero added headcount.
Partner on strategic workforce design, hiring, onboarding, and escalation flow design; run weekly coaching sessions aligned to client SLAs and internal OKRs.

Service Delivery Manager

CL · On-site · Sep 2018 - Feb 2021

Built the service desk function from the ground up for CEVA's internal workforce - establishing structure, staffing, tools, and processes for a newly formed support organization.
Hired and led a team of approximately 90 across Team Leads, Knowledge Specialists, Workforce Management, and Quality Assurance.
Served as primary point of contact for both internal (employee) and external stakeholders as the company's directly-employed, in-house service desk.
Maintained CSAT at 97% month over month by driving root cause analysis on recurring issues and converting findings into permanent process fixes.
Championed process improvement and workflow optimization across helpdesk operations, improving ticket routing, escalation response, and reporting visibility.

Senior Team Lead - Service Desk Operations

SA · On-site · Feb 2012 - Aug 2018

Led 30+ engineers across Tier 1-2 support, remote troubleshooting, and field dispatch coordination for a client-facing IT service desk.
Supervised 2-3 team leaders; achieved consistent CSAT of 95% and improved phone SLA from 85% to 95% through coaching and live QA feedback.
Drove internal QA processes and partnered with clients on onboarding, systems training, and project transitions.
Conducted final interviews for team hires and represented operations as subject matter expert in client escalation calls and project planning.

Customer Care Supervisor

a previous company · On-site · Feb 2010 - Feb 2012

Managed 20+ support agents in a high-volume contact center; owned performance, QA, and team culture.
Owned end-to-end people operations: hiring, initial interviews, onboarding, quality assurance, coaching, and documentation.
Acted as subject matter expert and escalation lead, guiding agents through technical queries and live customer support.
Collaborated on SOP development, reporting protocols, and agent training tools to ensure consistency and performance.