Cristine Villa

CUSTOMER SERVICE & OPERATIONS PROFESSIONAL

CUSTOMER SERVICE REPRESENTATIVE - Alorica; DoorDash

(2026-05 - 2026-09)

• Processed and reviewed invoices accurately, ensuring timely resolution of billing-related concerns and minimizing errors in account transactions.
• Provided responsive Dasher Support by resolving delivery, account, and platform-related concerns while maintaining a high standard of customer service.
• Investigated customer and Dasher issues, identified appropriate solutions, and communicated clear next steps to improve resolution efficiency and overall service experience.

AREA SUPERVISOR / COORDINATOR - Max1 Activation; Unilab Account

(2023-01 - 2026-04)

• Monitored the implementation and performance of Unilab products across Mercury Drug stores, ensuring promotional activities and product initiatives were executed according to account requirements.
• Trained and guided Promo Representatives on Unilab products, strengthening product knowledge and enabling the team to communicate product benefits effectively to customers.
• Coordinated and represented Unilab activities in stores, including free clinics, promotional campaigns, product discussions, and other activation programs, ensuring smooth execution and proper brand representation.
• Conducted field monitoring and coordinated with store personnel and representatives to identify operational concerns, address issues promptly, and maintain consistent execution of account initiatives.

ASSISTANT MANAGER (PQM) - Jollibee Foods Corporation

(2022-03 - 2022-12)

• Monitored the implementation and performance of Unilab products across Mercury Drug stores, ensuring promotional activities and product initiatives were executed according to account requirements.
• Trained and guided Promo Representatives on Unilab products, strengthening product knowledge and enabling the team to communicate product benefits effectively to customers.
• Coordinated and represented Unilab activities in stores, including free clinics, promotional campaigns, product discussions, and other activation programs, ensuring smooth execution and proper brand representation.
• Conducted field monitoring and coordinated with store personnel and representatives to identify operational concerns, address issues promptly, and maintain consistent execution of account initiatives.

OPERATIONS MANAGER - Digilife Gadgets and Devices

(2021-05 - 2022-05)

• Developed and implemented online and onsite marketing strategies to increase brand visibility, support customer acquisition, and drive sales opportunities.
• Managed financial and operational reports covering inventory, sales, daily cash count, and profit and loss, providing accurate information for business decision-making.
• Evaluated employee performance to identify skill gaps and implemented targeted onboarding and training programs, improving employee readiness and operational consistency.
• Developed and implemented operational policies and procedures that streamlined workflows, clarified responsibilities, and supported more consistent day-to-day operations.
• Coordinated across sales, operations, and administrative functions to resolve issues efficiently and keep business activities aligned with organizational goals.

TEAM LEADER - Sparta Credit and Collection Management

(2017-04 - 2020-12)

• Managed daily and monthly collection operations and performance reports, ensuring accurate monitoring of team output and progress toward collection targets.
• Developed and implemented customer communication strategies through phone-based collection activities, supporting timely account resolution and improved collection performance.
• Delegated tasks based on individual team members' strengths and capabilities, improving workflow efficiency and helping the team work more effectively toward shared goals.
• Trained and coached team members on collection processes, communication techniques, and task execution, strengthening team capability and overall performance.
• Monitored team performance and addressed operational challenges to keep collection activities on track and aligned with business objectives.

OPERATIONS MANAGER - TelanBank Collection Firm

(2014-05 - 2017-02)

• Managed and analyzed operational data to track productivity metrics, identify performance gaps, and implement actions that supported the achievement of team targets.
• Led and motivated teams in a fast-paced, target-driven environment, providing coaching, problem-solving support, and career development guidance to improve employee performance.
• Established and improved workflows and operating processes for both large and small enterprise accounts, creating more consistent and efficient collection operations.
• Oversaw personnel monitoring, training, and quality assurance, ensuring employees consistently followed operational standards and client requirements.
• Coordinated with direct reports and stakeholders to resolve operational concerns and maintain productivity despite time-sensitive and demanding workloads.

HEAD SUPERVISOR - Enzi Corporation; Bank Collection

(2012-03 - 2014-01)

• Supervised bank collection operations, ensuring accounts were properly monitored and collection activities were carried out according to established procedures.
• Managed EastWest Bank past-due accounts, coordinating collection efforts to support timely account resolution and portfolio performance.
• Handled customer inquiries and complaints professionally, identifying appropriate solutions while maintaining positive customer relationships.
• Trained and coached employees on collection procedures, customer communication, and task execution, strengthening team knowledge and service quality.
• Monitored employee performance and provided guidance to help team members improve their skills and meet operational expectations.

Bachelor of Commerce - Financial Management - Technological Institute of the Philippines (2004)