I kept running into the same problems. Eventually I started building around them.
Still in it. Documenting as I go.
Ops by training. Builder by necessity. Five apps live.
Four years running payment support operations. Coaching teams. Building the frameworks. Closing the gaps between what the process says and what’s actually happening on the floor.
At some point I stopped waiting for someone else to build the tools I kept needing. Five apps later, all live, all solving problems I’d already run into more than once.
I’m not a developer by training. I’m an ops person who learned to build because the alternative was explaining the same gap for the fifth time.
Work
Five apps. All live. All built from problems I kept running into.
Not side projects. Actual gaps that needed filling.
CoachBud
Coaching logs that write themselves.
A web app for BPO ops managers. Raw notes go in. A structured GROW log comes out. Download as PDF. Sign externally.
FlowMap
Troubleshooting maps your agents can actually follow.
An internal tool for support ops. Team leads build the flows. Agents navigate them live.
Ulam Oracle
Filipino meal planning that actually knows what's in your ref.
An AI meal plan generator for household families. Eliminates the mental load of deciding what to cook — personalized plans based on your household type, ingredients, and budget.
TrackBayad
Your bills, read and tracked before you forget them.
A personal bill tracking PWA for the Philippine market. Scan a bill with your camera or forward a Gmail notification — TrackBayad reads it and logs it.
Chat Gauntlet
How good is your chatbot, really?
A chat simulator to train agents to handle multiple chats. Run structured scenarios to build speed and accuracy before agents hit the floor.
How I Work
01
Diagnose first
I don't touch the process until I know what's actually broken. It's usually not what got reported.
02
Build to fit
No templates. If the system doesn't match how the work actually moves, it won't get used.
03
Document while building
Everything gets written down as it gets built. Not after. The paper trail is part of the build.
Experience
Nine years of ops. Four of them in management.
The builds came from inside this.
Kajabi Philippines
Associate Manager, Payment Support
Lead global payment support across six markets. Own CSAT, SLA, QA governance, and the team of seven running it.
Kajabi Philippines
Technical Support Team Lead
Top Team Lead 2023. Three Top Team of Quarter recognitions. Built the coaching and performance frameworks the team still runs on.
Kajabi Philippines
Technical Support Lead
SME for complex escalations. Wrote the troubleshooting playbooks. Led internal documentation so the knowledge survived personnel changes.
Kajabi Philippines
Technical Support Specialist
98% CSAT. Selected for SME track within six months.
HostGator · Uber · Virgin Mobile Canada
Earlier roles
B2B support at HostGator (Concentrix), executive-level support at Uber (TaskUs), telecom at Virgin Mobile Canada (Sykes).
Where I Work
Credentials
Lean Six Sigma Yellow Belt
Ask Lex PH · 2024
People Management & Leadership Dev
PH Training & Consultancy · 2025
360-Degree Leadership Program
Trainstation International · 2022
EF SET English Certificate C2 Proficient
EF Standard English Test · 2025
Currently
Associate Manager, Payment Support
Kajabi Philippines · Global Markets
US · UK · AU · CA · EU · UAE
@GoVinaWork