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Kevin Lee

@kevinrlee

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Operations Lead with expertise in team management and process optimization.

Philippines

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What I'm looking for

I am looking for a role that allows me to leverage my operational expertise in a dynamic environment, focusing on team development and process improvement.

As an Operations Lead at Kickoff, I have built and pioneered operations from the ground up, creating an Operations Playbook, process flows, and SOPs that have significantly enhanced productivity. By leveraging data and analytics tools, I successfully boosted team efficiency by over 50% and maintained a customer retention rate averaging above 73%. My experience in managing payroll and processing invoices for a team of 20 VAs has honed my leadership skills and operational acumen.

Previously, as Head of Operations & Business Development at Matt5Marketing, I established business operation offices in both the Philippines and Malaysia within just three months. I built and managed a diverse team of 50 VAs across Southeast Asia, South Asia, and LATAM, supporting critical projects and campaigns that led to winning bids for UAE’s tourism campaigns. My ability to maintain net profit and income for the company demonstrates my commitment to operational excellence and business growth.

With a strong background in customer service, I have also served as a Senior Team Leader at Open Access Marketing, where I led a team of 50 local and international CSRs. My leadership resulted in significant revenue increases and commendations from customers, showcasing my dedication to delivering exceptional service and achieving key performance indicators.

Experience

Work history, roles, and key accomplishments

Current

Operations Lead

Current

Kickoff

Jul 2019 - Present (5 years 10 months)

In my role at Kickoff, I oversee operations for an AI-enabled wellness app, ensuring clients receive personalized health recommendations and coaching to promote healthier lifestyles.

Budgeting Executive Management Customer Service Management Streamlining Process Business Management Strategy Execution Performance Improvement Operations Management Virtual Management Team Performance Customer service management

Current

Chief Strategy Officer (CSO)

Current

Ganaby Delivery

Jan 2025 - Present (4 months)

As Chief Strategy Officer, I develop, communicate, and execute Ganaby's long-term strategic initiatives aimed at supporting farmers through improved marketing and logistics, especially during the pandemic.

Executive Management Strategic Partnerships Business Relationship Management Strategy Execution Business Strategy Team Alignment Team Building Business Operations Virtual Management Strategic Growth

Head of Operations

MATT FIVE Marketing Management

Jun 2016 - Jul 2019 (3 years 1 month)

As Head of Operations, I managed the operational aspects of a marketing startup specializing in PR and social media, focusing on improving processes and client onboarding.

Client Onboarding Budgeting Executive Management Streamlining Process Business Management Strategy Execution Operational Excellence Digital Marketing Business Operations Customer Success

Head of Operations & Business Development

Matt5Marketing

May 2016 - Jul 2019 (3 years 2 months)

Established business operations in the Philippines and Malaysia within 3 months, managing a team of 50 VAs. Successfully supported critical projects, including winning a bid for UAE’s tourism campaigns while maintaining net profit.

Business Development Operations Management Team Management Project Management Strategic Planning Financial Management Process Optimization

Founder

Merry-Go-Round Creative Productions Inc.

Feb 2013 - Mar 2019 (6 years 1 month)

Founded and managed a creative production company, overseeing all aspects of business management and operations.

Business Management Business Operations

Business Development Consultant

Golden Customer Service

Apr 2016 - Jun 2016 (2 months)

Worked as a Business Development Consultant, focusing on merchant services and account management to drive new business development.

Merchant Services Business Relationship Management New Business Development Merchant Acquiring Account Management

Senior Team Leader - Customer Service

Open Access BPO

Mar 2014 - Mar 2016 (2 years)

Managed a diverse team of customer service representatives, focusing on performance improvement and client retention for a major account.

Team Management Workforce Management Business Process Outsourcing Performance Reviews Team Alignment Customer Focused Service Call Center Management Customer service management

Senior Team Leader (Customer Service)

Open Access Marketing

Mar 2013 - Mar 2016 (3 years)

Pioneered the Customer Support account for WorldVentures, managing a diverse team of 50 CSRs. Led the transition of EMEA Support, significantly increasing revenue and maintaining high performance metrics.

Customer Service Team Leadership Revenue Performance Metrics Cross Functional Collaboration Conflict Resolution

Account Manager

Harte Hanks

Apr 2013 - Jan 2014 (9 months)

Successfully managed accounts and met sales quotas consistently, focusing on customer retention and account activation.

Sales Customer Retention Account Management Business Process Outsourcing Foreign Exchange Trading

Merchant Services (Bilingual Malaysian Language)

Global Payments Inc.

Feb 2011 - Feb 2013 (2 years)

Handled inbound and outbound calls for HSBC Malaysian merchants, providing support for chargebacks and online payment issues. Led the team in commendations from merchants for exceptional service.

Customer Support Problem Solving Relationship Management Payment Processing Customer Satisfaction

Merchant Services Bilingual Specialist – Bahasa Malaysia

Global Payments

Feb 2011 - Feb 2013 (2 years)

Provided exceptional customer service to merchants, assisting with payment inquiries and chargebacks, and received multiple commendations for performance.

Merchant Services Chargebacks Customer Service Customer Focused Service Business Process Outsourcing