Catherine Chico Email & Phone Number

Drives key strategic, interdisciplinary initiatives in support of the CEO directives and leads high-impact ad hoc executions with no natural home.

• Dedicated resource person to the top CEO imperative - Trust & Security; Established and monitored multiple cross-functional workstreams for the achievement of record-low fraud rates at <2% and all-time high NPS scores.
• Led, organized, and/or facilitated the launch of customer security features across business, customer, and technology groups to ensure timeliness, compliance, and business readiness while considering customer.

• Worked side-by-side with the leaders of global non-profits and an early-stage tech company, and served as the clients’ strategic partner for fundraising and organizational development
• Created and managed projects that cultivated a $50M+ funder pipeline, produced at least 60 proposals and reports, and supported clients in raising at least $500K in equity and $740K in grants, resulting in a 100%.
• Led a team of 12 and collaborated extensively with researchers, writers, and designers to develop client-focused solutions by defining opportunities and gaps, assessing support required, providing strategic.

Primary point of contact for the performance, segmentation, and net earnings of all Metro Manila motorcycle delivery-partners

• Expanded scope from Driver Operations to Country Operations (drivers and merchants)Operations Excellence
• Launched the country’s 1st Grab Partner Center in Metro Manila, which enabled face-to-face merchant onboarding, and revamped the user application journey, which reduced application time by 80%

• 1) 1st and sole S&P of PH Driver Operations2) Supports an organization of 50+ members divided into 4 teams: (1) Acquisition & Support, (2) Risk Operations, (3) Community Engagement, (4) Communications & Training3).
• Maintains high driver satisfaction scores through continuous internal process improvements. Scope covers GrabCar, GrabTaxi, GrabFood, GrabExpress, GrabMart, and Rent By Grab operations.
• Creates business and driver performance dashboards that allow quick identification of growth areas in the business, as well as tracks service levels of day-to-day operations
• Mapped out the end-to-end vaccination process for drivers depending on the level of LGU and Grab involvementOrganizational Development
• Conducts L&D sessions within the org. Topics include basic Python programming, and Marketplace Management
• Drives planning sessions within and across teams to identify pain points in existing operational processes and ways of working amongst teams

• 1st and sole Projects Management Office (PMO) in the country; reporting to the Head of the Transport business (covers City Operations, Driver Operations, Expansion, 4W Marketplace)COVID-19 Crisis Management
• Led a strike team of 3 to consolidate, streamline, and drive all of Grab Philippines’ cross-vertical and interdepartmental projects responding to the pandemic
• Led the process revamp for all online and offline customer service support channels as the company transitioned to the ‘new normal’
• Built SOPs for sudden area lockdowns, and worked with Public Affairs on non-compliant checkpointsOrganization Excellence
• Led Grab Philippines Leadership meetings to report on the latest performance updates of the different Grab services across the country
• Monitored the country's performance, and assisted managers in creating project plans for their workstreamsProcess Excellence

• 1) Led a team of 3 to manage the performance of 15 outer-Metro Manila cities across the country (50+ man on-ground team). Scope covers GrabCar, GrabTaxi, GrabTrike, GrabFood, GrabExpress, and Rent By Grab expansions.2).
• Pioneered ‘City Operations University’ to upskill team members. Classes include Advanced Spreadsheets Training, Storytelling and Presentations, P&L Management, etc.Corporate Social Responsibility
• Created and led the country’s first 2W Donation Drive, 'GrabBayanihan Cebu', in response to the Mandaue fire. Through a partnership with Red Cross and JCI Central Visayas, Grab collected donations from 8,000+ users.
• Conceptualized and co-led the country’s second 2W Donation Drive, 'GrabBuklat Manila' in collab with Teach for the Philippines
• Worked with LTFRB and legal counsel to support over 5,000+ Metro Manila GrabCar drivers in their compliance with TNVS requirements

• 1) Managed all GrabCar cities outside of Metro Manila (Pampanga, Cebu, Bacolod), and worked with the city teams to generate a 60% growth in bookings and revenues despite LTFRB-issued supply cap (no additional cars.
• Set up profitability reports and performance monitoring dashboards to see each city’s impact to the bottomline
• Rolled out switchback experiments and optimized back-end configurations to improve allocation rates of the platformExpansion and Territory Development
• Launched GrabShare in Cebu
• Led the pilot of the first ‘Grab Driver Center Partner’ (GDCP) in Zamboanga
• Represented Grab in LGU and TODA hearings in 4 key regions for GrabTrike (in partnership with Piaggio Ape)Corporate Social Responsibility

• 1) Directly reported to the Head of Buying, and was the sole executive of Zalora’s Marketplace Platform2) Led the first data quality control initiative in the region for all marketplace products, and prevented the.
• Primary point of contact for all Marketplace accounts; most of which fall under the ff corporations to name a few: Suyen Corporation, Golden ABC Inc., Primer Group of Companies, Samsonite Red, Elizabeth Arden Inc..
• Worked with the brand founders and/or corporation representatives, as well as Zalora’s in-house Production Team to deliver a high-quality catalog, drive up sales, and reduce opportunity losses
• Monitored brand performances, optimized inventory, and presented business reports to senior managementProduct Management (Seller Operational Excellence)
• Managed Zalora’s Seller Center Operating System in the PH, and worked closely with the local Product team for new features
• Conducted learning analysis on the users and revamped partner onboarding sessions to drive long-term marketplace excellence. This reduced inquiries from an average of 170 tickets to 6 tickets per seller per week.

• 1) Managed the spin-off of Zalora’s In-House Logistics Team to AC Infrastructure's end-to-end fulfillment & logistics solutions provider, Entrego. This included the creation of new SOPs, transition plans for back-end.
• Led the reduction of Zalora’s 21% delayed express shipping deliveries through (1) a verification process revamp that resulted in time-savings of 20 mins. per order; (2) dispatcher re-education on Fareye; and (3).
• Developed productivity tools (data consolidator and dashboard) that ensured a more accurate tracking of 3PLs’ lead times and the receiving of package returnsMarket Research
• Pioneered a 2-month price elasticity analysis and product experiment (pre-ticked testing) for Zalora’s express shipping service. Findings from the study allowed the team to optimize express shipping pricing across the.

Ateneo De Manila University, Jgsom Student Enterprise Center (JSEC)

• Frite Street is a food enterprise that delivers Belgian frites, topped with meats and sauces. We used to be open and operational in Ateneo's Junior Student Enterprise Center (JSEC), as well as other local events.
• One of the top food stalls in terms of gross sales and revenues in JGSOM JSEC
• Crafted interactive marketing campaigns that boosted customer engagement by up to 380%
• Analyzed food trends in and out of campus as basis for monthly specials, increasing sales by up to 40%
• Generated a profit of PHP 2.1 million after 1 year of operations, which yielded a 1150% ROI

• Launched uberPOOL in Manila: Conducted field work, crafted surveys, and analyzed qualitative and quantitative data to get insights that enabled the production of driver engagement and rider education strategies, which.
• Conceptualized the #POOLsquad campaign, which led to 4.3k trips saved in just 2 weeks
• Crafted communications plans for uberHOP, uber Partner appreciation, and surge dynamic pricing

Bachelor Of Science (B.S.), Management Engineering, Honorable Mention

Activities and Societies: Management Engineering Association; Awarded as 2017 Unilever Future Leader's League National Champion

Management, A-Standing

Activities and Societies: IESEG International Club Specialized in Marketing and Brand Management with an Operations Management Elective

High School Education

Activities and Societies: Chorale Varsity, Theatre Club, Math and Science Excellence Program SPCP High School Chorale Varsity, 2011-2013.