Aaron Daniel Galvez
@aarondanielgalvez
I lead workflow automation, transforming high-volume operations into auditable systems.
PhilippinesWhat I'm looking for
I’m an Operations and workflow transformation specialist and lead with 5+ years of experience redesigning high-volume, risk-sensitive operational workflows for global remote teams. I turn fragmented processes into scalable, auditable systems by combining process mapping, automation strategy & governance, and AI-assisted workflow enablement. I’m known for improving speed, consistency, data quality, and stakeholder trust through clear decision logic, escalation frameworks, and disciplined SOP/playbook creation.
In my current role, I own and improve end-to-end operational workflows across intake, routing, escalation, documentation, reporting, and automation—then translate lessons learned from high-impact escalations into system changes and long-term governance. Across previous roles, I built queue/SLA reporting dashboards, reduced manual handling with chatbot-assisted pathways and integrations, and delivered practical rollout and training that improves adoption and operational consistency at scale.
Experience
Work history, roles, and key accomplishments
Owned and improved high-volume operational workflows across intake, routing, escalation, documentation, reporting, and automation for a global remote organization. Analyzed SLAs and escalation patterns to design AI-assisted workflows and dashboards that reduced manual handling and improved operational consistency.
CRM Systems Administrator
Embed Card Singapore
Apr 2023 - Mar 2024 (11 months)
Led workflow improvement initiatives across transaction-driven, escalation-heavy operations by converting manual, ad hoc processes into structured, auditable workflows. Implemented automated intake flows, chatbot-assisted pathways, decision logic, and SOPs to improve accuracy and adoption across support and operations teams.
Improved high-volume operational workflows during rapid growth by auditing SLAs, queues, routing logic, and automation to identify escalation risks and coverage gaps. Redesigned escalation paths, simplified workflow logic to reduce automation debt, and built dashboards tracking SLA performance and operational health.
Owned operational workflows across compliance-sensitive domains, designing structured intake flows, escalation frameworks, and decision logic for ambiguous, high-risk cases. Created Confluence SOPs and playbooks, improved self-service and Help Center flows to reduce escalations, and consolidated fragmented workflows into standardized operating models.
Data and Support Operations Analyst
ECE Consulting Group
Apr 2020 - Mar 2021 (11 months)
Analyzed ticket volume, SLA performance, escalation trends, and workload distribution to surface risks affecting service quality and team capacity. Built reporting frameworks for operational health and backlog drivers, and provided data-backed recommendations to support planning and process improvements.
Tier 3 Team Lead (Systems)
Ece Consulting Group
May 2018 - Apr 2020 (1 year 11 months)
Led systems, knowledge, and quality assurance for a rapidly scaling global support organization, managing 20+ specialists and scaling operations from 50 to 900 agents. Built durable workforces workflows and a centralized Learning Management System, oversaw escalation recovery efforts, and supported the transition from email-only to chat with updated workflows and readiness materials.
Education
Degrees, certifications, and relevant coursework
Silliman University
Bachelor of Arts
Earned a Bachelor of Arts from Silliman University in Dumaguete City, Philippines.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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