About Me

• Hours wanted: Open to Either
• English Level: Fluent English (self-rated)

Profile Summary

Professional Profile Summary
Over 21 years of experience in the Business Process Outsourcing (BPO) industry across operations, customer service, and client management.
10 years of leadership experience as an Operations Manager, successfully managing teams, driving performance, and improving operational efficiency.
Experienced in Customer Success Operations, focusing on customer satisfaction, retention, process improvement, and cross-functional collaboration.
Skilled in virtual assistance and executive support, including calendar management, meeting coordination, email management, travel arrangements, and administrative tasks.
Strong background in remote and office-based work environments, with the ability to work independently while maintaining high productivity.
Proficient in workflow optimization, team coaching, performance management, reporting, and process documentation.
Experienced in managing client relationships, resolving escalations, and ensuring exceptional customer experiences.
Comfortable using CRM systems, Microsoft Office Suite, Google Workspace, communication platforms, and project management tools.
Highly organized with excellent time management, multitasking, and problem-solving abilities.
Adept at collaborating with cross-functional teams to achieve business objectives and improve operational performance.
1. What work have you done? (Jobs, Tasks, Tools)

Jobs

Operations Manager
Customer Success Operations Manager
Virtual Assistant
Executive/Administrative Assistant
Customer Service Professional
Team Leader / Operations Supervisor

Tasks

Team leadership and performance management
Customer relationship management and retention
Calendar and meeting management
Email and inbox management
Executive administrative support
Process improvement and workflow optimization
KPI monitoring and reporting
Client communication and issue resolution
Cross-functional collaboration with Sales and Operations
Training, coaching, and employee development
Project coordination and documentation

Tools

Microsoft Office (Excel, Word, PowerPoint, Outlook)
Google Workspace (Docs, Sheets, Calendar, Gmail, Drive)
CRM platforms
Zoom
Microsoft Teams
Slack
Project management tools (Asana, Trello, Monday.com, ClickUp or similar)
Data reporting and dashboard tools
2. What are you good at?
Leading and motivating teams to achieve business goals
Improving operational processes and efficiency
Building strong relationships with customers and stakeholders
Solving complex problems through analytical thinking
Managing multiple priorities in fast-paced environments
Delivering excellent customer service and support
Organizing schedules, meetings, and executive priorities
Coaching employees and developing high-performing teams
Communicating effectively with clients, executives, and team members
Adapting quickly to new tools, technologies, and business processes
3. What specific traits make you a good employee?
Dependable and accountable
Strong leadership and decision-making skills
Excellent communication and interpersonal abilities
Highly organized and detail-oriented
Proactive and self-motivated
Adaptable and quick to learn
Calm under pressure and solution-focused
Results-driven with a strong work ethic
Customer-focused with a commitment to delivering exceptional service
Collaborative team player who can also work independently
Professional, trustworthy, and committed to continuous improvement