Patrick Hiro Medina

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Director of Operations & Co-Founder

M42, LLC

Jan 2025 - Jan 2026 (1 year 1 month)

• Led end-to-end operations for a multi-brand digital marketing and media agency, supporting campaign execution, funnel optimization, and product launches • Managed landing page builds, funnel structures, and conversion optimization workflows • Coordinated with marketing teams on Meta Ads and Google Ads execution, ensuring alignment between creatives, funnels, and tracking • Oversaw tracking implementation (Meta Pixel, Conversion API, Google Analytics) to ensure accurate attribution and reporting • Diagnosed and resolved tracking issues, platform errors, and funnel drop-offs, improving campaign performance • Built SOPs and workflows for campaign launches, tracking validation, and reporting processes • Acted as a right-hand operator to leade

Support Operations Manager for the Asia Pacific (ASPAC) Region

Onyx CenterSource

Apr 2024 - Current (2 years 3 months)

• Led regional operations for 85+ team members across customer support channels (email, calls, ticketing) • Owned SLA performance, workforce planning, and operational efficiency across ASPAC • Leveraged Salesforce, Jira, and reporting tools to identify trends, inefficiencies, and performance gaps • Partnered with product and technical teams to resolve system, workflow, and data-related issues • Built dashboards and reporting frameworks for data-driven decision-making • Improved customer experience through process optimization and structured performance management • Led site-level initiatives as part of the Manila leadership group

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Entrepreneur in Residence

Pulse 63 Healthcare Ventures

Feb 2024 - Apr 2024 (3 months)

• Led business setup, operational structuring, and early-stage growth strategy • Supported product launches, go-to-market strategies, and operational readiness • Conducted research on tools, compliance, and systems for new ventures • Assisted in funnel planning and customer acquisition strategies • Collaborated on sales and marketing execution planning across digital channels • Built operational roadmaps and aligned execution with business goals

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Head of Operations and Customer Care

Philippine Dynamic Deals, Inc.

Aug 2022 - Jan 2024 (1 year 6 months)

• Managed operations for a growing eCommerce business, aligning customer service, fulfillment, and marketing execution • Supported campaign rollouts and promotional launches, ensuring operational readiness • Optimized customer journey from acquisition to retention, improving conversion and repeat purchases • Led CRM integrations and automation across customer touchpoints • Reduced operational costs by ~50% while maintaining service quality • Delivered data-driven insights to leadership for strategic decision-making

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Operations and Customer Experience Manager

Pure Commerce, Inc.

Oct 2020 - Aug 2022 (1 year 11 months)

• Scaled operations from 1 to 22 stores, managing fulfillment, inventory, and customer experience • Supported digital marketing efforts, including coordination of Meta and Google-driven campaigns • Aligned marketing activities with operational capacity and service delivery • Implemented CRM systems (Salesforce, Freshdesk) and automation tools • Developed SOPs and policies to standardize operations • Launched a Customer Loyalty Program, improving retention and engagement

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Operations and Customer Service Manager

Luce Maintenance Group

Aug 2019 - Oct 2020 (1 year 3 months)

• Led company-wide HubSpot CRM implementation and automation • Scaled operations from 1 to 5 business entities • Managed customer journey, service quality, and operational workflows • Developed SOPs, policies, and training programs • Improved efficiency through process optimization and system integration

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Care Center Operations Team Lead

Medtronic Philippines, Inc.

Jul 2017 - Aug 2019 (2 years 2 months)

• Managed a team of 15–20 specialists providing healthcare support • Handled escalations and complex cases, ensuring high-quality service delivery • Analyzed data to identify issues and improve processes • Collaborated with stakeholders to enhance patient support systems

Team Lead, Contact Center Banking

Capital One

Nov 2016 - Jun 2017 (8 months)

• Led a team of 15-22 agents in a high-performance banking environment • Delivered coaching, QA calibration, and performance improvement plans • Managed workforce scheduling and operational efficiency

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Customer Service Team Lead

Sykes Asia Inc.

Jan 2015 - Oct 2016 (1 year 10 months)

• Supervised 15-25 agents handling financial and banking inquiries • Conducted QA, coaching, and performance management • Ensured compliance with policies and service standards

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Technical & Customer Support Roles

Outcomes Health | Startek | Teletech

Jan 2011 - Jan 2014 (3 years 1 month)

• Built a strong foundation in technical troubleshooting, customer service, and operations • Managed escalations, reporting, and process improvements in high-volume environments

Patrick Hiro Medina

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