PROFESSIONAL SUMMARY
Executive Assistant, Operations Support Specialist, and Trainer with extensive experience supporting executives, managing operations, and facilitating onboarding and product training in remote environments. Proven ability to coordinate teams, streamline workflows, and improve customer experience across eCommerce, content creation, and service-based organizations.
Brings 7+ years of BPO experience supporting global brands including Microsoft, Telstra, AT&T, Samsung, and eBay, combined with hands-on experience in executive support, training facilitation, operations coordination, and customer experience management.
CORE SKILLS
Executive & Administrative Support
Calendar & Email Management
Executive Communications
Meeting Coordination & Documentation
Travel Planning & Logistics
Operations & Team Coordination
Workflow & Process Improvement
Task Delegation & Team Coordination
Reporting & Performance Tracking
SOP Creation & Process Documentation
Training & Development
Onboarding & Orientation Programs
Training Facilitation
Product & Service Training
Leadership & Personality Development Coaching
Customer Experience & Support
Escalation Handling
Customer Experience Strategy
Feedback Analysis & Resolution
Technical & Platform Skills
CRM Platforms
Microsoft Office / Google Workspace
eCommerce Platforms (Amazon, Shopify, eBay, Walmart)
Social Media Tools (Planoly, Hootsuite, Canva)
PROFESSIONAL EXPERIENCE
RESOLVGLOBAL PH
Trainer / Learning & Development Facilitator
September 2025 – Present
Facilitate onboarding and training programs for new hires covering product knowledge, service processes, and customer communication standards.
Deliver product and service training sessions focused on customer experience, troubleshooting, and performance improvement.
Develop training materials, guides, and documentation to support operational consistency and knowledge transfer.
Provide coaching and mentorship to support leadership development and team performance.
Assist operations teams with refresher training and continuous learning initiatives.
SPARK IGNITE (Remote)
Department Operations Manager – Content Creation Team
June 2025 – October 2025
Oversaw daily operations of the content creation department and ensured timely delivery of production schedules.
Assigned tasks, monitored deadlines, and coordinated workflow across the team.
Provided operational reporting and performance updates to leadership.
Collaborated with the CEO and department leads on content strategy and operational execution.
Implemented workflow improvements to increase production efficiency and quality control.
Executive Assistant to Co-CEO / Operations Assistant
September 2024 – June 2025
Managed executive calendar, communications, priorities, and daily administrative operations.
Coordinated meetings, internal communications, and cross-department workflows.
Supported leadership with reporting, documentation, and operational planning.
Assisted with marketing, content initiatives, and internal project coordination.
Created SOPs and documentation to streamline team processes.
MAD MEX (Remote)
Customer Experience Manager
January 2023 – September 2024
Managed and analyzed customer feedback across surveys, Google reviews, and delivery platforms.
Resolved escalations and complex customer concerns to maintain brand reputation and service standards.
Provided insights and recommendations to improve overall customer experience.
Executive Assistant to COO
October 2020 – December 2022
Managed COO calendar, meetings, and email communications.
Handled travel arrangements, documentation, and administrative coordination.
Prepared presentations, meeting agendas, and operational research.
Managed leave requests, credit card reconciliations, and internal administrative processes.
GIN LLC – AMAZON (Remote | Part-Time)
Multi-Platform eCommerce Order Management Specialist
July 2020 – Present
Manage daily order processing across Amazon, Walmart, eBay, and Shopify platforms.
Handle refunds, replacements, dropship coordination, and customer communication.
Send approximately 2,000 review requests daily and maintain organized inbox management.
Prepare monthly performance reports and customer insights.
Identify process improvements to support operational efficiency.
BOWTIEBOYS INC. AU (Remote)
Administrative & Marketing Assistant / Executive Assistant / Social Media Manager
March 2018 – June 2019
Provided customer service via chat and email while managing bookings and event coordination.
Scheduled and managed social media content using Planoly and Hootsuite.
Created graphics and marketing materials using Canva.
Handled recruitment support and onboarding for new staff.
Managed administrative systems including Google Drive, Dropbox, and calendar coordination.
Supported bookkeeping tasks including invoicing and Xero reconciliation.
BPO & CALL CENTER INDUSTRY
Subject Matter Expert (SME) | Customer Service & Technical Support Representative
2010 – 2018
Supported major international accounts including TELUS Canada, AT&T, eBay, Microsoft, and Samsung Australia.
Served as a Subject Matter Expert providing coaching and support to agents.
Handled billing concerns, escalations, and technical troubleshooting while maintaining strong first-contact resolution.
ADDITIONAL EXPERTISE
Operations Management: workflow development, team coordination, and project execution.
Customer Experience Strategy: service recovery, feedback analysis, and improvement initiatives.
Executive Support: calendar management, communication coordination, and executive reporting.
Training & Onboarding Development: training facilitation, SOP creation, and team integration.
Social Media & Content Support: Canva graphics, brand voice alignment, and social media scheduling.
HR & Administrative Support: applicant tracking, onboarding assistance, and documentation management.
PERSONAL ATTRIBUTES
Highly organized and proactive with strong attention to detail.
Excellent communicator with the ability to work across cultures and time zones.
Adaptable professional capable of managing multiple priorities in fast-paced remote environments.
Committed to delivering high-quality results with minimal supervision.
AVAILABILITY
Open to remote, freelance, or long-term Executive Assistant, Operations Support, or Training roles.
Flexible with global time zones depending on project requirements.
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