Milagros Panganiban
London,ON
Summary
Seasoned Operations Manager and talented leader with more than 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
34
34
years of professional experience
Work History
VIRTUAL OPERATIONS MANAGER
Love Furniture
01.2021 - 11.2023
- Managed and led 16 people from different departments to work towards achieving the company's goals.
- Decreased bad reviews to 50% by making sure angry customer issues are resolved on a timely manner
- Negotiated with vendors and suppliers to obtain best pricing and quick resolution of after sales issues.
- Analyzed and reported on key performance metrics to senior management.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Handled mentoring program to improve areas of weakness and staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Managed purchasing, sales, merchandising and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
OPERATIONS MANAGER
Acabar Marketing Int'l., Inc
10.2009 - 12.2019
- Oversee operations of multiple teams servicing multiple clients, with over 1500 team member
- Oversee Client relationships; facilitate open communication, understand clients perspectives/expectations, and monitor client satisfaction.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization member.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Analyzed and reported on key performance metrics to clients and senior management.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
ACCOUNT MANAGER
Acabar Marketing Int'l., Inc.
10.2007 - 09.2009
- Achieved or exceeded company-defined sales quotas.
- Conducted regular account review and provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Developed customized account plans for clients to help them achieve their business goals.
- Educated clients on new products or services to increase customer engagement with brand.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Streamlined internal processes for better efficiency in account management tasks.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Contributed to event marketing, sales and brand promotion.
- Manage day-to-day operations, working efficiently and productively with all team members.
- Implement disciplinary actions and resolve employee relations issues in a professional and timely manner.
- Improved overall team productivity by implementing best practices in organization and time management.
REPORTS/DATA ANALYST SUPERVISOR
Acabar Marketing Int'l., Inc.
06.2005 - 09.2007
- Analyzed large datasets to identify trends and patterns in customer behaviors.
- Supported strategic decision-making by translating raw data into actionable insights and recommendations.
- Created and automated data visualizations to present insights and tell compelling stories.
- Created user-friendly dashboards for stakeholders, enabling easier access to critical business information and insights.
- Developed and implemented data collection systems and other strategies to optimize statistical efficiency and data quality.
- Boosted overall customer satisfaction levels through detailed analysis of customer feedback data, leading to targeted improvements in product offerings and service delivery.
ACCOUNTING ASSISTANT
WTC Technologies
02.1999 - 12.2003
- Headed the implementation of the new accounting system in main office and at branches nationwide
- Increased efficiency of collections efforts through development of targeted strategies for contacting delinquent accounts.
- Developed and maintained positive relationships with clients to maximize collections.
- Used accounting software to generate invoices, process payments, reconcile accounts, and track income.
- Maintained account accuracy by reviewing and reconciling checks monthly.
BOOKSTORE ASSISTANT
Salesiana Publishers, Inc.
04.1998 - 01.1999
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed cash register transactions efficiently using company POS, ensuring accuracy in financial reporting and minimizing discrepancies.
- Used in-store system to locate inventory and place special orders for customers.
- Applied interpersonal and communication skills to establish selling relationship with customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Handled customer inquiries via phone or email, resolving issues promptly while maintaining professionalism at all times.
- Streamlined inventory management by conducting regular audits and maintaining accurate records.
- Ensured high levels of cleanliness throughout both front-of-house and back areas maintaining an inviting environment that encouraged repeat visits from satisfied clientele.
PHARMACY STORE SUPERVISOR
Emmaflor Drug
01.1992 - 01.1997
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
- Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Conducted inventory analysis to determine optimal stock levels.
CLINIC ASSISTANT
Castro Medical Clinic
01.1990 - 01.1992
- Enhanced clinic efficiency through accurate medical record keeping and timely communication with healthcare providers.
- Increased patient satisfaction levels through active listening skills, empathy, and prompt resolution of concerns or issues that arose during visits.
- Maintained adequate stock of medical supplies, equipment and forms in clinical areas.
- Set appointments for patients and reached out to reschedule appointments due to provider availability.
- Collected and documented patient medical information such as blood pressure and weight.
- Ensured a clean and welcoming clinic environment by performing routine housekeeping tasks such as sanitizing surfaces and disposing of biohazardous waste properly.
- Accepted cash payments, adjusted balances and submitted records to accounting.
Education
Bachelor of Science - Business Management
De La Salle - College of Saint Benilde
Philippines04.2005
Skills
- Business Administration
- Business Planning & Implementation
- P&L Management
- Strategic Planning
- Operations Monitoring
- Management
- Customer Relationship Management (CRM)
- Policies and procedures development & implementation
- Team Leadership
- KPI Development & Tracking
- Performance Evaluation and Monitoring
- Training Management
- Performance Improvement
- Decision-Making
- Problem-Solving
- Customer Service
- Data Analysis
Languages
English
Full Professional
Training
- Virtual Assistant Online Training, Filipino Virtual Assistance, 2020
- Leadership Trainings: Customer Centered Service - 2019, Presentation Skills Training - 2018, Building Client Value - 2017, Win-win Negotiating - 2017, Leadership 101 - 2015, Leading Change - 2014, Leaders as Intrapreneur - 2013, Breakthrough Strategic Planning Workshop - 2012, The Spirit of Enterprise - 2010, Leadership Development Workshop - 2006, Management Development Program - 2009 to 2019,
- Social Media Marketing, Digital Marketing thru Website and Email, Social Selling using Social Media, Customer Service in Digital World, Digital Challenges and Risks, Embracing Digital Mindset - SkillsSoft, Ireland 2021
- Teaching English to Speakers of Other Language Training- Teach International - 2020
- IELTS Academic Band 7 Certificate
Software
Google Suite
Freshdesk and Freshchat
Canva
Trello
Magento
Microsoft Office
Enterprise Resoure Planning (ERP)
Slack
Timeline
VIRTUAL OPERATIONS MANAGER
Love Furniture
01.2021 - 11.2023
OPERATIONS MANAGER
Acabar Marketing Int'l., Inc
10.2009 - 12.2019
ACCOUNT MANAGER
Acabar Marketing Int'l., Inc.
10.2007 - 09.2009
REPORTS/DATA ANALYST SUPERVISOR
Acabar Marketing Int'l., Inc.
06.2005 - 09.2007
ACCOUNTING ASSISTANT
WTC Technologies
02.1999 - 12.2003
BOOKSTORE ASSISTANT
Salesiana Publishers, Inc.
04.1998 - 01.1999
PHARMACY STORE SUPERVISOR
Emmaflor Drug
01.1992 - 01.1997
CLINIC ASSISTANT
Castro Medical Clinic
01.1990 - 01.1992
Bachelor of Science - Business Management
De La Salle - College of Saint Benilde