M
Mary Ann Castillo
About
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Metro Manila, Philippines
Résumé
Jobs
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Manager, Technical SupportTurnitinAug 2022 - Current (4 years 3 months)• Scaled support operations from 4 to 60+ members in the Philippines while overseeing recruitment, performance management, and SOP alignment. • Implemented process improvements leading to 90% boost in team efficiency. • Managed team logistics, including daily operations, support workflow, and quality control. • Assisted in budgeting and reporting to align team performance with company KPIs.- FBranding Team LeadFlizzAug 2021 - Sep 2022 (1 year 2 months)• Supervised a remote team responsible for eCommerce strategy and timely project execution. • Collaborated with cross-functional departments to improve customer engagement and ensure brand consistency. • Oversaw vendor relationships and logistics for product sourcing and marketing rollouts.
- Configuration Success Team LeaderSiteMinderJun 2017 - Jun 2022 (5 years 1 month)• Supported SiteMinder's growth from 4 to 100+ local employees by setting up scalable KPIs and team processes, ensuring alignment with business objectives. • Led training, coaching, and onboarding programs tailored to meet both business needs and team goals, fostering a culture of continuous improvement. • Coordinated with multiple teams on supply, tool integrations, and process standardization, enhancing operational efficiency across the organization. • Managed internal documentation and operational change implementations across the region, while also handling inbound calls to address escalations and provide timely resolutions, further strengthening team performance and customer satisfaction.
Education
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- Business Development: Strategic PlanningLinkedIn Learning
- DDiploma in Computer System Technology –Datamex Institute of Computer Technology
- Bachelor of Arts inArellano University
- Fundamentals of Digital MarketingGoogle Digital Garage
- Introduction to Personal BrandingCoursera