Work With Me
Operations Manager & Client Support Expert for Growing Businesses

Helping founders streamline operations, improve customer experience, and build scalable support systems.

I help growing companies design customer support operations that don't fall apart as they scale — and give founders and leaders back the hours they lose to logistics.

8 years building operations inside BPO environments, 8 years inside Fortune 500 — including teams I took from inconsistent to high-performing.

Work With Me → See My Services
BackgroundLSEG · Thomson Reuters · Sykes
Based inTangub City, Philippines
Available forContract · Retainer · Full-time
Gimmerose Ingcog working at her desk
16 yrsin CS Operations · 3 yrs in Leadership
16+
Years Experience
15
Person Team Managed
95%
Order Resolution Rate
20%
Workflow Efficiency Improvement
F500
Clients Supported
Gimmerose Ingcog portrait
Background

The person behind the systems

I'm an operations and customer experience professional with 16 years in operations, including 3 years in leadership roles — inside fast-paced, high-accountability environments like LSEG and Thomson Reuters — leading teams, fixing broken processes, and being the person colleagues and leadership turned to when something needed to get done.

"I bring structure to chaos without losing the human side of the work."

What sets me apart isn't just experience — it's range. I'm equally comfortable designing a workflow, coaching a struggling teammate, or managing the small daily details that keep a business moving forward.

Outside of work, I'm a mom, a cook, and someone who finds creative outlets in photography and short-form content — habits that keep me sharp, organized, and endlessly curious.

I've held direct roles at the companies below, where I led teams, owned core support metrics, and was trusted with responsibilities that mattered to the business.

LSEG
Thomson Reuters
SYKES
TeleTech
Alorica
Why Work With Me

Why clients choose me

Gimmerose Ingcog
✔
16+ Years Corporate Experience

Deep operational knowledge across BPO and Fortune 500 environments — not someone who's figuring it out as they go.

✔
Former LSEG Team Manager

Led a 15-person team at LSEG, delivering operational support to Fortune 500 clients, maintaining a 95% resolution rate, and driving a 20% reduction in processing time.

✔
Salesforce, Zendesk & GoHighLevel

Hands-on experience with the CRM and support tools your team actually uses — no ramp-up time needed.

✔
Process Improvement Specialist

I don't just follow SOPs — I build them. I find what's broken, fix it, and document it so it stays fixed.

✔
Customer-First Mindset

16 years of client-facing and leadership experience means I protect your brand in every interaction.

✔
Reliable Remote Professional

Proven async collaboration, proactive communication, and zero handholding required — you'll never chase me for an update.

Tools & Platforms

Familiar with the systems you already use

Salesforce
Zendesk
Google Workspace
Microsoft Office 365
Zoom
Calendly
Slack
Notion
GoHighLevel
Trello
Asana
ClickUp
Canva
CapCut
Claude AI
ChatGPT
How I Help

Streamline. Support. Scale.

I help founders and growing businesses streamline operations, improve customer experience, and build scalable systems — without the cost of a full-time Operations Manager.

Operations Management

  • SOP Documentation
  • Process Improvement
  • Team Coordination
  • Workflow Optimization
Result
More efficient operations
Reduced bottlenecks

Customer Support Excellence

  • Email & Chat Support
  • Escalation Handling
  • SLA Monitoring
  • Knowledge Base Creation
Result
Faster response times
Better customer satisfaction

CRM & Sales Operations

  • Salesforce Administration
  • Pipeline Management
  • Reporting & Dashboards
  • Data Quality Monitoring
Result
Better visibility
More accurate forecasting

Executive & Business Support

  • Calendar & Inbox Management
  • Meeting Coordination
  • Project Tracking
  • Documentation
Result
More founder focus
Less administrative overload
📅  Let's Work Together — Schedule a Discovery Call
Case Studies

Real situations, real outcomes

Specific problems I've solved — drawn from my time leading operations at LSEG and across global enterprise teams.

Featured · LSEG Order Management Team

Leading a 15-Person Operations Team to Consistent High Performance

15Specialists Managed
20%Processing Time Reduced
95%Resolution Within 24hrs
F500Clients Supported
Challenge

The order management team at LSEG was inconsistent — some weeks hitting targets, others falling behind — with no reliable visibility into what was driving the gaps. Processing times were longer than they should have been, resolution rates were under pressure, and there was no standardized system for how work was tracked, escalated, or handed off. The team of 15 specialists was capable, but operating without the structure needed to perform consistently at the level the business and its Fortune 500 clients expected.

Actions Taken
  • Introduced individual KPIs for each of the 15 team members so everyone had a clear, personal performance standard tied to the team's overall targets.
  • Built a productivity tracking and reporting system that gave leadership real-time visibility into team output, processing speed, and resolution rates — replacing manual, inconsistent check-ins.
  • Redesigned the workflow and escalation process to eliminate bottlenecks and reduce unnecessary handoffs, cutting the time orders spent waiting between steps.
  • Developed SOPs and onboarding documentation to standardize how the team worked — so quality didn't depend on who was working that day.
  • Coached underperforming team members individually, including a new joiner who went from struggling significantly to hitting his KPIs within a few months.
  • Coordinated cross-functionally with Sales, Technical, and Operations stakeholders to resolve recurring access and data accuracy issues that were creating downstream delays.
Results
  • 20% reduction in order processing time through workflow redesign and bottleneck removal.
  • 95% of orders resolved within 24 hours — consistently maintained across the team, not just on good weeks.
  • Team of 15 specialists moved from inconsistent, reactive performance to reliable, documented output that held even during leadership transitions.
  • Fortune 500 clients received measurably faster, more consistent support — with fewer escalations and clearer case documentation throughout.
01
Team Leadership

Turning around an inconsistent team

The problem: Performance on the team was inconsistent — strong some weeks, falling behind in others — with no clear shared standard for what "good" looked like.

What I did: I introduced clearer, individual KPIs so every team member understood exactly what they were accountable for and how their work connected to the bigger picture.

What changed: Over the following months, performance stabilized — the team moved from unpredictable swings to consistent output across the board.

02
Systems & Reporting

Building visibility where there was none

The problem: There was no reliable way to see team output at a glance, which made it hard to catch issues early or recognize what was actually working.

What I did: I built a reporting and tracking system focused on team productivity, giving leadership a clear view of trends and giving each team member visibility into their own progress.

What changed: Leadership gained real-time visibility into performance, and the team could course-correct earlier instead of finding out about problems too late.

03
Coaching & Mentorship

Helping a struggling new hire find his footing

The problem: A new joiner was struggling significantly in his first weeks and falling behind on his core KPIs.

What I did: I took him on as a mentee, working through the specific gaps in his understanding and rebuilding his confidence in the role one task at a time.

What changed: Within a few months he showed significant improvement across his core metrics — a turnaround that was later recognized by leadership.

How I Work

What it's like to work with me

—

Clear, proactive communication

You'll never have to chase me for a status update — I flag progress and blockers before you have to ask.

—

Built for async, across time zones

Comfortable working independently with documented handoffs, so nothing falls through the cracks while you sleep.

—

I own outcomes, not just tasks

If something's broken, I flag it — and fix it. You won't need to manage me through the details.

—

Flexible by design

Project-based, retainer, or full-time — we shape the engagement around what you actually need.

Work Samples

What the work actually looks like

Illustrative samples — representative of real deliverables. Sensitive data blurred for confidentiality.

CRM & Sales Operations · Salesforce
Salesforce · Case Dashboard
247
Open Cases
95%
Resolution Rate
4.2h
Avg Handle Time
98%
SLA Compliance
Mon
Tue
Wed
Thu
Fri
Live case tracking dashboard used to monitor resolution rates and SLA compliance across a 15-person team.
Operations Management · KPI Report
Team KPI Report · Q2 2024
Agent
Cases
Res. Rate
Avg Time
Status
312
97%
3.8h
On Track
289
95%
4.1h
On Track
198
78%
5.9h
Coaching
344
99%
3.2h
On Track
Team Average: 95% · Target: 90% · ✓ Target Met
Weekly KPI tracker built to monitor individual and team performance against targets, with coaching flags.
Process Improvement · SOP Design
Client Onboarding SOP v2.3
01
Intake & Welcome

Welcome email + intake form sent within 1hr of agreement

↓
02
CRM Setup

Record created, pipeline stage set, tags applied in Salesforce

↓
03
Kickoff Call

Scheduled within 48hrs, prep doc shared 24hrs prior

↓
04
Handoff & Go-Live

Access granted, documentation shared, 7-day check-in booked

Standard operating procedure built to reduce onboarding inconsistency and cut new client ramp time.
Operations Management · Workflow
Escalation Workflow · Team Ops
Incoming
New ticket — assess priority
Client email — classify
In Progress
Escalation L2 — ████████
SLA breach risk — flagged
Resolved
Order restored ✓
Root cause logged ✓
Escalation workflow template used to manage ticket flow, flag SLA risks, and ensure no case falls through the cracks.
What Colleagues & Teams Say

The people I've worked alongside

Team performed at highest level
"

Working with Gimmerose is an absolute blessing. She consistently brings out the best in our team, helping us perform at the highest level. Her professionalism and dedication inspire confidence.

Jennifer Kinder
Former Manager — LSEG SOM Americas
100% SLP completion · 4 asset classes finished in Q2
"

With a curious mindset, Gimmerose inspired the team by finishing all 4 major asset classes and completing SLP with 100% completion in Q2 alone. Her passion drives strong overall performance.

Mary Ann Uy
Former Manager — Thomson Reuters Eikon Frontline
New joiners significantly improved KPIs under her mentorship
"

Gimmerose has been consistent on her core performance on top of her ad hoc tasks. We call her the Knowledge Management ambassador — she mentors new joiners and has helped them significantly improve their KPIs.

Lui Llave
Director — LSEG Desktop Trading Solutions
Handled difficult situations with grace · Made a meaningful difference
"

Thank you for your constant encouragement and guidance. Your ability to handle difficult situations with grace has inspired our team and made a meaningful difference.

Josephine Roma
Senior Sales Order Specialist — LSEG
Leadership impact across the entire organization
"

It's an honor to work alongside such a strong, intelligent, and capable woman. Your leadership has made a real difference to our team and the entire organization.

Guro Prasad
Regional Manager — LSEG SOM EMEA
Best team manager for RMA Sellside
"

Thank you for being the best team manager for RMA Sellside. You make us feel like family — and that's helped us become better versions of ourselves, together.

Des Pagalaman
Sales Order Specialist — LSEG
Good to Know

Frequently asked questions

What time zones do you work with? +
I'm based in the Philippines (GMT+8) and regularly work overlapping hours with US, Australian, and European teams. I structure my schedule around async handoffs so time zone gaps don't slow your team down.
Do you work hourly, by project, or by retainer? +
I offer flexible engagement options, including hourly support, project-based work, and monthly retainers. Every business operates differently, so I don't believe in one-size-fits-all packages. After learning more about your goals, processes, and support requirements, I'll recommend a solution tailored to your needs and provide a customized proposal. The best place to start is a discovery call where we can explore how I can support your business.
How quickly can you start? +
Typically within one to two weeks of a signed agreement, depending on current commitments. For urgent needs, reach out and I'll let you know what's realistic.
Do you work with startups, or only larger companies? +
Both. My background includes large global companies, but I genuinely enjoy working with small teams and founders — that's often where structure and clear systems make the biggest visible difference.
Get in Touch

Let's talk about what you need.

Tell me a bit about your team and what's feeling unstructured right now — I'll follow up within one business day.

Email
gimmerose.ingcog@gmail.com
Mobile
+63 976 186 1703
Location
Tangub City, Philippines

Book a free 15-minute call

The quickest way to see if we're a fit — pick a time that works for you and we'll talk through what you need.