2012
Highschool
OLGMS
Operations
I am a seasoned operations professional with over a decade of experience in the fast-paced Philippine BPO industry, now transitioning my leadership and organizational expertise into the Virtual Assistant space. My career is defined by a steady climb from frontline customer support to managing complex business operations, which has given me a 360 degree understanding of how to support a growing business. I specialize in taking the "operational weight" off executives by managing intricate calendars, streamlining workflows through custom SOPs, and maintaining rigorous data accuracy across CRM platforms like Salesforce and Power BI.
Beyond just checking off tasks, I bring a strategic mindset to administrative support identifying inefficiencies before they become problems and ensuring that every project milestone is met with precision. Whether it is drafting professional correspondence, coordinating cross functional team timelines, or handling high level client communication, I am a self-managed, tech savvy partner dedicated to helping you scale your productivity.
My Skills and Competencies
Team and Project Management
Project Management Tools
Administrative and Task Coordination
Data Management and Reporting
Customer and Client Communication
Certificates
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My Experience and Education
2024
-
2026
ePerformax
(Operations Manager)
Manage calendars, meetings, emails, and documentation.
• Monitor telecom KPIs and generate dashboards/reports.
• Handled email correspondence, client/vendor communication, and task follow-ups.
• Coordinated meetings, appointments, and project timelines for cross-functional teams.
• Developed SOPs, action plans, and checklists to streamline workflows and improve efficiency.
• Supported onboarding and training of new team members.
• Assist with data analysis and process optimization.
• Maintained accurate records and managed data across multiple projects and clients.
• Foster a high-performance culture through goal-setting, performance tracking, and team motivation.
• Mentored and coached team leaders to enhance leadership capabilities and accountability.
• Conducted audits and provided data-driven reports to internal stakeholders and clients.
• Designed and implemented coaching frameworks and developmental activities across teams.
• Oversaw coaching strategies to align with company objectives and improve results.
Operations Supervisor
2022
-
2024
ePerformax
(Operations Supervisor)
Supervised real-time daily operations, ensuring completion of tasks and compliance with client.
• Assisted in documentation, process improvements, and administrative organization.
• Assign tasks, monitor progress, and provide guidance.
• Track network performance, KPIs, and SLA compliance.
• Created and implemented action plans to resolve process improvements.
• Prepare daily, weekly, and monthly operational reports.
2019
-
2022
ePerformax
(Team Leader)
Assign daily tasks and monitor team progress.
• Provide coaching, support, and performance feedback
• Ensure team follows operational procedures and safety guidelines.
• Monitor quality of work and adherence to standards.
• Provide updates to Operations Supervisor/Manager on team performance.
2014
-
2019
ePerformax
(Expert/Agent for Banking and Telecommunication Account.)
• Handled high-volume customer support for telecom services while maintaining quality and accuracy.
• Provide information about telecom services, billing, plans, and promotions.
• Handle complaints, troubleshoot service issues, and provide solutions.
• Handled customer inquiries while upselling products and services based on customer needs.
• Log customer interactions and concerns in CRM.
• Maintain accurate records of service requests, complaints, and resolutions.
• Assist customers with account-related inquiries (balances, statements, transactions).
• Explain banking products, services, and policies clearly.
• Process deposits, withdrawals, transfers, and bill payments.
• Handle account disputes, transaction errors, or customer complaints.
• Delivered excellent service and support for banking clients, ensuring issue resolution and compliance.
• Played a key role in maintaining client trust and satisfaction through accurate and empathetic service.
My Services
Client Communication & Task Coordination Support
I handle client communication, task coordination, and follow-ups to ensure smooth daily operations.
Data Management, Reporting & KPI Tracking
I track KPIs, manage data, and create reports to help businesses make informed decisions fast.
Executive Administrative & Operations Support
I provide executive admin support, managing calendars, emails, and workflows to keep operations efficient.