Rica Bustos Magtagnob
Pasig City
Summary
A seasoned Operations Professional with over 15 years of experience in high-growth industries, including tech, logistics, and travel. Proven expertise in Menu Onboarding, Geospatial Operations, and Customer Retention. Adept at navigating complex CRM tools and maintaining a composed, efficient demeanor in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Google Maps Operator
COGNIZANT
05.2022 - 03.2026
- Utilizes proprietary mapping tools (Atlas) to verify and update geospatial data, ensuring the highest level of accuracy for global map users.
- Conducts quality checks on business listings and points of interest to optimize local search results.
- Trained new operators, imparting essential skills and knowledge for successful operation.
Menu Onboarding Specialist
SATELLITE
09.2021 - 03.2022
- Managed the end-to-end digital transformation of restaurant menus for delivery platforms, ensuring brand consistency and item accuracy.
- Collaborated with merchant partners to resolve data discrepancies and technical issues during the setup phase.
Onboarding Menu Specialist
CONCENTRIX
10.2020 - 09.2021
- Streamlined the merchant onboarding process by accurately encoding and optimizing digital menus for high-volume accounts.
- Used Salesforce and Zendesk to track progress and communicate with stakeholders regarding account readiness.
Ride Sharing Cross Support
LIZARDBEAR TASKING (TaskUs)
08.2016 - 09.2020
- Provided specialized support for ride-sharing platforms, addressing complex driver and rider issues to ensure platform safety and satisfaction.
- Handled cross-functional tasks including dispute resolution, account security, and billing inquiries.
Senior Travel Consultant
INTERGLOBE TECHNOLOGIES
07.2014 - 01.2016
- Managed complex international travel arrangements, including flight bookings, hotel reservations, and visa requirements for corporate clients.
- Resolved ticketing issues and itinerary changes under tight deadlines in a high-pressure environment.
Senior Operation Associate
WNS
05.2013 - 06.2014
- Oversee day-to-day operational tasks for global clients, ensuring all Service Level Agreements (SLAs) and Quality standards were met.
- Provided mentorship to junior associates on process workflows and technical tool usage.
Retention Specialist
AFFILIATED COMPUTER SERVICES
04.2010 - 12.2012
- Focused on customer loyalty and retention by proactively addressing client concerns and negotiating service agreements.
- Analyzed customer feedback to provide insights on how to improve service offerings and reduce churn.
Education
Bachelor of Science - Secondary Education
PHILIPPINE NORMAL COLLEGE
01-1990
Skills
- Salesforce
- Zendesk
- Bliss
- Atlas
- Google Maps Platform
- Data Mapping
- Ride-Sharing Support
- Travel Consultancy
- Account Onboarding
- Process Optimization
- Conflict Resolution
- Senior-level Operational Support
Custom Section
Salesforce, Zendesk, Bliss, Atlas, Google Maps Platform, Data Mapping, Ride-Sharing Support, Travel Consultancy, Account Onboarding, Process Optimization, Conflict Resolution, Senior-level Operational Support
Personal Information
- Age: 56
- Citizenship: Filipino
References
- Roanne Mae Calumbrites, Team Lead - TaskUs, 0928-475-4710
- Abigail Damian, Team Lead - WNS, 0917-822-3143
Timeline
Google Maps Operator
COGNIZANT
05.2022 - 03.2026
Menu Onboarding Specialist
SATELLITE
09.2021 - 03.2022
Onboarding Menu Specialist
CONCENTRIX
10.2020 - 09.2021
Ride Sharing Cross Support
LIZARDBEAR TASKING (TaskUs)
08.2016 - 09.2020
Senior Travel Consultant
INTERGLOBE TECHNOLOGIES
07.2014 - 01.2016
Senior Operation Associate
WNS
05.2013 - 06.2014
Retention Specialist
AFFILIATED COMPUTER SERVICES
04.2010 - 12.2012
Bachelor of Science - Secondary Education
PHILIPPINE NORMAL COLLEGE