Open to opportunities

Patricia Baraquel

@patriciabaraquel

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Lifecycle email marketing and customer operations specialist improving SaaS and ecommerce growth through automation.

Philippines

Message

What I'm looking for

I’m looking to own lifecycle email marketing and customer operations end-to-end—optimizing automation, leading remote teams, and partnering cross-functionally to improve onboarding, escalations, and measurable campaign performance.

I’m a Lifecycle Email Marketing and Customer Operations specialist with 10+ years supporting SaaS and ecommerce brands across global remote environments. I bring hands-on experience in Klaviyo, HubSpot, Iterable, and lifecycle automation, with a strong focus on campaign operations and customer workflows.

At Ematic Solutions, I manage 60+ client accounts, improving email campaign delivery efficiency by 25% through workflow optimization, QA improvements, and operational process enhancements. I also led SOP development and operational documentation that reduced onboarding and campaign setup time by 30%.

I’m trusted as the main escalation point—handling high-priority escalations and ticket queues across multiple platforms for 190+ internal employees and client-facing teams. I partner with engineering, support, and customer success teams to troubleshoot complex technical issues and minimize service disruptions.

Beyond execution, I lead remote teams and support international operations across marketing, customer support, and project management. Through lifecycle automation and segmentation initiatives, I helped increase email open rates by 18% and click-through rates by 12%—always aiming for consistent processes, clear communication, and measurable results.

Experience

Work history, roles, and key accomplishments

Current

Senior Partner Operations Manager

Current

Ematic Solutions

Jan 2021 - Present (5 years 5 months)

Managed 60+ SaaS and ecommerce client accounts across lifecycle email marketing, onboarding, and campaign operations, improving email campaign delivery efficiency by 25%. Led SOP development and documentation to reduce onboarding and campaign setup time by 30%, and served as main escalation point for 190+ internal employees.

Lifecycle Marketing Campaign Operations Workflow Automation SOP Development Escalation Management Client Onboarding CRM Management Customer Support Operations Remote Team Leadership

Email Marketing Operations Manager

Ematic Solutions

Jan 2019 - Jan 2021 (2 years)

Executed email marketing campaigns and lifecycle automation for global ecommerce and SaaS clients, coordinating onboarding and campaign implementation projects across ESP platforms. Migrated 25+ client accounts from Mailchimp to Klaviyo and Iterable and reduced manual campaign setup time by 40%.

Klaviyo Iterable Mailchimp Client Onboarding Segmentation A B Testing Client Success Operations

Operations Manager, Customer Success

Ematic Solutions

Jan 2018 - Jan 2019 (1 year)

Led customer success operations and support workflows for global client accounts in a remote environment. Streamlined escalation management and onboarding communication across teams, improving response efficiency and reducing workflow bottlenecks.

Customer Success Operations Escalation Management Process Improvement Onboarding Client Communication Remote Collaboration SOPs

Customer Success Manager

Ematic Solutions

Jan 2017 - Jan 2018 (1 year)

Managed client onboarding, customer communication, and platform support for SaaS and ecommerce accounts. Resolved technical and operational concerns through proactive account management and cross-functional collaboration while supporting campaign troubleshooting and operational best practices.

Customer Success Management Client Onboarding Technical Support Account Management Cross Functional Collaboration Customer Communications CRM Ticketing Workflows

Software QA & Business Analyst

Primesoft Philippines Inc.

Jan 2016 - Jan 2017 (1 year)

Performed software QA testing and documentation, identifying 85% of critical issues before production release. Streamlined reporting workflows and dashboard preparation to reduce manual reporting time by 10+ hours monthly.

Software QA Testing Issue Tracking Reports And Dashboards Business Analysis

Customer Engagement Specialist

Salmat Services Inc.

Jan 2014 - Jan 2016 (2 years)

Maintained 88% CSAT by resolving customer concerns across support and engagement channels. Delivered customer education and upselling support aligned with campaign goals and managed service inquiries within KPI-driven environments.

Customer Engagement Customer Education Upselling Support CSAT Customer Relationship Management Campaign Alignment

Customer Solutions Officer

Citibank Business Process Solutions

Jan 2011 - Jan 2014 (3 years)

Resolved customer account concerns while maintaining 90%+ CSAT performance. Exceeded weekly activation and upselling targets in SLA-driven support environments by delivering consultative customer engagement.

Customer Account Support CSAT Activation Upselling Customer Retention

Customer Support Representative

iQOR

Jan 2016 - Present (10 years 5 months)

Handled 50+ daily customer support interactions while consistently meeting AHT and first-call resolution KPIs. Documented customer concerns accurately across CRM and ticketing systems to maintain customer satisfaction performance.

Customer Support AHT First Call Resolution Ticketing Systems Customer Satisfaction Documentation KPI Tracking

Junior Recruiter

GL Advisor Solutions Inc.

Jan 2014 - Present (12 years 5 months)

Supported recruitment operations including candidate sourcing, interview scheduling, and applicant coordination. Used LinkedIn and job boards to identify qualified candidates and maintained recruitment tracking and communication workflows.

Recruitment Operations Candidate Sourcing Interview Scheduling Candidate Communications