Malcom Casantosan
@malcomcasantosan
I build resilient operations, dashboards, and remote teams that achieve measurable SLA performance.
PhilippinesWhat I'm looking for
At Keywords Studios, I lead a 17-member remote player support team, maintaining 100% SLA and KPI compliance across high-volume gaming projects. I build Looker Studio and Google Sheets dashboards that improved Transactions Per Hour and quality metrics by 20%.
I bring 15+ years spanning operations leadership, technical coordination, training, and architecture. I use predictive lead metrics, NotebookLM knowledge synthesis, root-cause analysis, and cross-functional war room leadership to reduce performance gaps, resolve technical anomalies, and keep complex projects running.
Before Keywords Studios, I led teams at TELUS International, where I was named 2019 Team Leader of the Year and coached direct reports into leadership roles. My construction background in the UAE strengthened my approach to documentation, vendor liaison, technical submittals, and accountable execution.
Experience
Work history, roles, and key accomplishments
Orchestrated cross-functional war room interventions for critical technical anomalies, reducing resolution time and ensuring 100% operational uptime. Engineered real-time performance dashboards using Looker Studio and Google Sheets, leading to a 20% increase in Transactions Per Hour and quality metrics.
Business Owner / Operations Director
Arma Wellness Spa
May 2023 - Present (3 years 3 months)
Directed end-to-end business operations including financial modeling and inventory management, maintaining 100% budget adherence. Leveraged data-driven marketing strategies via Google Forms and social media analytics to optimize service delivery.
Virtual Project Coordinator
Freelance Contractor
May 2022 - May 2023 (1 year)
Facilitated stakeholder communication across Slack and Zoom by developing project plans and timelines, ensuring 100% milestone achievement. Optimized task management workflows using ClickUp and Google Sheets to synchronize cross-functional efforts.
Head Designer / Owner
MC Design Studio
Jan 2021 - May 2022 (1 year 4 months)
Spearheaded interior layout development and technical visual presentations using SketchUp and AutoCAD, delivering design solutions meeting 100% of owner specifications. Engineered cost-saving material procurement strategies through research and vendor negotiation.
Streamlined departmental operations by identifying process bottlenecks and implementing standardized scripting, achieving consistent 100% KPI results. Mentored high-potential employees and new managers, preparing 3+ direct reports for promotion into leadership roles.
Facilitated technical training modules and SME deep-dives for frontline staff using LearnUpon, improving team competency scores and product knowledge accuracy by 22%. Resolved complex technical escalations by providing high-tier troubleshooting support.
Chief Architect / Project Architect
Creative Concrete Concepts / Advanced Industries Group
Jan 2009 - Jan 2015 (6 years)
Spearheaded architectural production and vendor liaison for multi-million dollar UAE projects by coordinating RFI logs and shop drawings, ensuring 100% on-time contractor delivery. Directed project closeout procedures and warranty management as primary enterprise liaison.
Junior Site Architect
Cloisall LLC
Jan 2007 - Jan 2009 (2 years)
Collaborated on technical feasibility studies for major airport terminal projects, ensuring all shop drawings met strict international vendor compliance and safety standards.
Education
Degrees, certifications, and relevant coursework
Central Colleges of the Philippines
Bachelor of Science, Architecture
Graduated with a Bachelor of Science in Architecture in 2006.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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