Open to opportunities

Cris Dalman

@crisdalman

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Operations Manager and Team Leader improving logistics and guest service outcomes.

Philippines

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What I'm looking for

I’m looking for a role where I can lead operations and customer service end-to-end—improving logistics, enforcing SOPs and compliance, and supporting high-performing teams through KPI tracking, coaching, and continuous process improvement.

I’m an operations-focused Team Leader with 5+ years of National Capital Region experience in operational integrity, guest relations, and specialized operations oversight transcription. I lead high-performance teams while managing end-to-end logistics and dropshipping with strong attention to global brand standards.

I handle logistics and order fulfillment end-to-end—monitoring processing, packing, and shipping timelines; coordinating with suppliers, vendors, and courier partners; and keeping inventory accurate to prevent stockouts, overstocking, and order delays. I track KPIs like delivery time, order accuracy, and fulfillment rates, then turn insights into practical process improvement.

I also bring customer-first escalation leadership, resolving complex guest and shipping-related concerns to maintain service quality and satisfaction. From identity verification, webcam/screen share/audio monitoring, and real-time technical support to compliance and quality control (including HIPAA/data privacy where applicable), I’m known for confidentiality, integrity, and consistent execution under pressure.

Experience

Work history, roles, and key accomplishments

Operations Team Leader

BEXCS Logistic Professional

Nov 2024 - Dec 2025 (1 year 1 month)

Managed end-to-end logistics and dropshipping operations, coordinating orders through suppliers, vendors, and courier partners to support timely delivery. Ensured operational integrity through inventory management, SOP implementation, KPI tracking, and escalated customer issue resolution.

Logistics Management Dropshipping Logistics Coordination Inventory Management SOP Development Escalations KPI Tracking Team Leadership

Proctor Supervisor

Meazure Learning

May 2024 - Oct 2024 (5 months)

Led a team of proctors to ensure live exam integrity via webcam, screen share, and audio monitoring. Managed technical escalations for exam access/connectivity issues while enforcing identity verification, testing protocols, and confidential handling of student data.

Identity Verification Exam Integrity Monitoring Webcam & Screen Share Proctoring Technical Support Confidentiality Quality Assurance

Customer Service Supervisor

OfficePartners360

Apr 2023 - May 2024 (1 year 1 month)

Supervised Customer Service Representatives for HelloFresh and Factor, monitoring daily operations, schedules, and KPIs including AHT, CSAT, FCR, and QA. Resolved escalations, conducted call/chat/email quality reviews, trained new hires, and collaborated with operations/logistics/fulfillment teams to address order and delivery concerns.

Customer Service Leadership KPIs AHT CSAT FCR & QA Escalations Training

Customer Service Representative

Teleperformance Inc.

Feb 2020 - Jan 2023 (2 years 11 months)

Delivered guest services for the Hilton account, managing reservations and check-ins/check-outs while resolving complex complaints to maintain satisfaction and brand loyalty. Provided guidance on hotel services, amenities, and local attractions for international guests.

Guest Relations Reservation Management Complaint Resolution Customer Satisfaction Communication Skills Service quality

Medical & Legal Transcriptionist

Speechpad

Aug 2016 - Dec 2019 (3 years 4 months)

Transcribed medical and legal dictations, converting audio files into accurate, structured text while applying correct medical/legal terminology. Maintained high accuracy and confidentiality, followed formatting/client guidelines, and ensured compliance with HIPAA and data privacy requirements.

Medical Transcription Legal Transcription HIPAA compliance Data Privacy Audio Research Confidentiality