Erika Joy Pacheco

• Manage end-to-end business operations including procurement, administration, and workflow governance,
ensuring consistent compliance and audit readiness across all departments.
• Lead vendor sourcing, negotiation, and contract lifecycle management, achieving measurable improvements in
cost efficiency and supplier performance.
• Designed and implemented SOPs, compliance frameworks, and document control systems to standardize
operations and maintain regulatory alignment.
• Built executive-level KPI dashboards and MIS reports using advanced Excel (pivot tables, VLOOKUP, automation)
for performance tracking and strategic planning.
• Provide data-driven operational insights and administrative support directly to senior leadership, enabling
informed and timely business decisions.

• Managed operations for a high-volume healthcare account ensuring SLA compliance and
service delivery standards
• Led workforce planning, scheduling, and resource allocation to optimize operational
efficiency
• Improved operational KPIs by 20% through process optimization and reduced resolution time
by 35% through workflow enhancements
• Developed MIS reports and executive dashboards for performance tracking, forecasting, and
decision support
• Coordinated cross-functional teams to improve service delivery outcomes and operational
effectiveness

• Managed enterprise accounts ensuring SLA compliance and contractual obligations
• Delivered KPI reporting, performance analysis, and business insights to key stakeholders
• Coordinated internal teams to improve service efficiency and issue resolution timelines
• Identified revenue growth opportunities through customer data analysis and performance
trends

• Managed daily retail operations with a strong focus on service quality, regulatory compliance, and customer
satisfaction.
• Achieved 20% portfolio growth through structured sales strategies and proactive customer engagement.
• Analyzed customer behavior and sales trends to guide business decisions and support performance reporting.
• Handled billing, contract management, and customer retention processes, ensuring accuracy and full compliance.