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Kristina Balon

About

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Las Piñas, Metro Manila, Philippines

Timeline

work
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Education

Résumé

Jobs verified_user 0% verified
  • Lightspeed Commerce
    Customer Experience Operations Manager
    Lightspeed Commerce
    Jul 2023 - Current (3 years 4 months)
    • Manages intake and triage of CX tool requests, builds workflows, automations, and reports to enhance operational efficiency.
    • Leads digital enablement initiatives aimed at improving customer success and satisfaction through innovative solutions.
    • Provides end-user support while maintaining comprehensive documentation and governance standards to ensure consistency and quality.
    • Collaborated cross-functionally to deliver scalable improvements, leveraging my expertise in automation and data reporting.
    • Utilizes candidate relationship management (CRM) principles, particularly through Salesforce and Zendesk, to manage ticket requests effectively and ensure timely response times, thereby enhancing overall customer se
  • P
    Data Analyst
    Pareto Al
    Jul 2023 - Jun 2024 (1 year)
    • Supported data and AI enhancement initiatives by assisting with dataset organization, and operational coordination
    • Ensured smooth project execution through task management, data accuracy, and workflow support
  • Y
    Digital Operations Lead
    Yummyverse Corp
    Dec 2022 - Jul 2023 (8 months)
    • Led end-to-end digital operations across multiple food brands and platforms
    • Directed the launch of a proprietary delivery platform and loyalty program to improve engagement, retention, and revenue
    • Streamlined workflows and partnered cross-functionally to scale digital operations and operational efficiency.
  • L
    Senior Operations Associate
    Lalamove Philippines, Inc
    Oct 2018 - Dec 2022 (4 years 3 months)
    As a Senior Operations Associate, I was responsible for delivering comprehensive competitor reviews and updates to management, ensuring that our strategies remained competitive and informed. I also created effective company communications directed at drivers, fostering clear and consistent messaging. In addition to my core responsibilities, I utilized my skills in candidate relationship management (CRM) to monitor the performance of my subordinates, ensuring that our response times in Zoho were efficient and that we provided actionable resolutions to any issues that arose. This focus on operational excellence contributed to a more streamlined workflow and enhanced team productivity.
  • L
    Operations Associate
    Lalamove Philippines, Inc
    Oct 2018 - Dec 2022 (4 years 3 months)
    As an Operations Associate, I was responsible for gathering 4-wheel truck leads and validating driver applications to streamline our operational processes. In addition to lead generation and operations management, I effectively handled and resolved customer complaints directed to partner drivers using CRM tools like Zendesk and Zoho. This experience allowed me to collaborate with relevant teams, ensuring accurate responses and resolutions, which ultimately enhanced our service quality and strengthened our relationships with drivers.
  • L
    Operations Lead, Data, Strategy, and Comms
    Lalamove Philippines, Inc
    Oct 2018 - Dec 2022 (4 years 3 months)
    • Analyzed operations data using Tableau to drive decisions
    • Improved driver retention through targeted engagement and communication planning
    • Increased order fulfillment rate through process optimization and performance tracking
    • Led service launches and driver campaigns, driving execution across cross-functional teams
Education verified_user 0% verified
  • D
    Bachelor of Science in Business Administration Major in Export Management
    De La Salle - College of Saint Benilde
    May 2013 - Oct 2018 (5 years 6 months)
    Recognized as a Best Thesis Finalist for exceptional research and academic achievement