Mara Dela Minez-Horn
Alameda
Summary
Resourceful Operations and Quality Management professional with 7+ years of experience leading distributed teams, optimizing workflows, and ensuring execution excellence across logistics, e-commerce, and service operations. Proven record of scaling high-output teams, managing complex client projects, and implementing data-driven process improvements. Experienced in cross-functional coordination, quality audits, and client communications—ready to bring execution speed, analytical discipline, and leadership to AI-driven operations at Mercor.
Overview
7
7
years of professional experience
Work History
Operations Manager
VIP Lavatory
Berkeley
10.2023 - 02.2025
- - Managed daily operations across logistics, maintenance, and administrative teams to maintain high productivity and client satisfaction.
- - Implemented process improvements that reduced downtime and improved cost efficiency.
- - Supervised multi-role teams, aligning schedules, resources, and customer needs for seamless service delivery.
- - Designed and standardized internal documentation and reporting systems to improve operational visibility.
- - Oversaw invoicing, contract reviews, and records to ensure financial accuracy and accountability.
- - Served as primary escalation point for clients, resolving complex operational issues under tight deadlines.
Inside Sales Representative
Bezla.com
Philadelphia
10.2022 - 03.2023
- - Conducted market research and client prospecting for hospitality clients in the U.S.
- - Closed multiple high-value accounts through data-backed proposals and negotiation.
- - Delivered detailed project reports, performance summaries, and ROI analyses to stakeholders.
- (Remote)
Quality Analyst & Account Manager
Thrasio
Manila
05.2020 - 05.2022
- - Managed cross-functional Amazon operations for global e-commerce brands, focusing on quality control and compliance.
- - Audited customer service outputs and data sets to ensure accuracy, consistency, and brand alignment.
- - Led performance reviews, coaching sessions, and refresher trainings for large distributed teams.
- - Analyzed marketplace trends and product data to optimize listings, SEO, and revenue performance.
- - Built dashboards and metrics to monitor throughput, quality, and efficiency KPIs.
Travel Insurance Case Manager
Allianz Partners
Bangkok
11.2017 - 12.2019
- - Managed complex insurance claims data pipelines, reviewing medical, travel, and financial documentation.
- - Trained and supervised case management staff, ensuring adherence to international compliance standards.
- - Led reporting and process improvement initiatives that reduced claim processing time and error rates.
Education
Bachelor of Science (B.S.) - Mass Communication, Journalism & Marketing Communications
University of Negros Occidental
RecoletosSkills
- Operational process optimization, quality assurance and continuous improvement, data and performance analytics, cross-functional coordination, large-scale workforce management, client communication and reporting, training design and onboarding, team leadership in remote environments
- Project Management: Mondaycom, GSuite, Slack
- QA & Data Tools: Zendesk, Hubstaff, Helium10, Viral Launch
- Analytics & Reporting: Microsoft Excel, Google Sheets, PowerPoint
- CRM & Workflow: Outlook, Gmail, SweetProcess, Guru Cards
Websites
RELEVANCE TO MERCOR
- - Operational Excellence: Managed multi-step workflows and optimized team productivity under tight timelines.
- - Large-Scale Coordination: Experience managing 1,000+ customer touchpoints and multi-member teams remotely.
- - Client-Facing Delivery: Regular liaison with internal and external stakeholders for performance and quality alignment.
- - Data-Driven Approach: Experienced in tracking, auditing, and analyzing performance data to drive efficiency and quality.
Timeline
Operations Manager
VIP Lavatory
10.2023 - 02.2025
Inside Sales Representative
Bezla.com
10.2022 - 03.2023
Quality Analyst & Account Manager
Thrasio
05.2020 - 05.2022
Travel Insurance Case Manager
Allianz Partners
11.2017 - 12.2019
Bachelor of Science (B.S.) - Mass Communication, Journalism & Marketing Communications
University of Negros Occidental