Operations Data Analyst – Client Onboarding at Kraken Digital Asset Exchange (2022-03 – Present)
Transitioned into an individual contributing role, serving as the central Data Analyst for the entire Client Onboarding team.
- Developed real-time data dashboards and operational reports for the Client Onboarding division, directly driving data visibility for retail and institutional client workflows.
- Standardized, built, and launched the foundational performance scorecard system used department-wide to monitor daily operational metrics.
Head Supervisor at Kraken Digital Asset Exchange (2020-03 – 2022-02)
- Managed, mentored, and aligned 3 regional supervisors across PH and Vietnam hubs, driving cross-cultural collaboration and ensuring consistent Service Level Agreement (SLA) and Key Performance Indicator (KPI) achievements.
Operations Supervisor at Kraken Digital Asset Exchange (2017-07 – 2020-03)
- Directly supervised and coached a team of 8–10 analysts.
- Conducted regular audits of team outputs through targeted feedback and the implementation of standardized review procedures.
- Monitored real-time queue volumes and dynamically shifted team focus areas, ensuring the team consistently met or exceeded weekly processing targets.
KYC Analyst at Kraken Digital Asset Exchange (2017-04 – 2017-07)
- Executed end-to-end identity verification, risk assessment, and compliance workflows in a fast-paced, high-volume environment.
- Conducted meticulous due diligence checks on international retail accounts, identifying fraudulent documentation and mitigating potential compliance risks.
Risk and Efficiency Manager at Great Sierra Development Corporation (2015-11 – 2017-03)
- Directed risk mitigation strategies and operational efficiency frameworks for a large-scale cement logistics and distribution network.
- Optimized fleet utilization, reduced supply chain bottlenecks, minimized material losses, and implemented data-driven workflows to cut overhead costs.
Assistant Manager for Operations at CHUNGDAM Philippines (2015-02 – 2015-10)
- Supported the Operations Manager in directing day-to-day business operations, cross-account policy implementation, and high-stakes international client relations.
- Oversaw a multi-tier structure of Supervisors managing large pools of ESL educators to ensure peak service delivery and client retention.
- Collaborated closely with HR and recruitment pipelines to streamline onboarding and resolve complex employee relations issues.
Supervisor at CHUNGDAM Philippines (2013-05 – 2015-02)
- Directly managed, evaluated, and scaled a dedicated team of 10-15 ESL educators.
- Implemented daily coaching and tracking systems that consistently met or exceeded monthly account performance benchmarks.
Tutor/QA Coach at CHUNGDAM Philippines (2010-03 – 2013-05)
- Delivered premium English language instruction to international student bases (Korean and Chinese) while meticulously reviewing, editing, and providing analytical feedback on students' academic essays and written summaries.
- Evaluated audio calls and performance metrics for active tutors, delivering constructive coaching feedback that directly improved departmental lesson quality scores.
