Operations Support | Operations Manager | Administrative Support
Cavite
Operations professional with 7+ years of experience in operations management, team leadership, process improvement, fulfillment coordination, customer support, and payroll and timekeeping operations. Proven ability to lead teams of up to 50 employees, improve productivity, streamline workflows, and maintain accurate, SLA-compliant processes. Experienced in supporting large-scale operations involving 3,000+ Virtual Assistants and 40+ Client Success Managers while coordinating with HR, Payroll, Finance, Account Management, and Client Success teams. Recognized for strong problem-solving, documentation, data analysis, stakeholder communication, and the ability to identify operational gaps and implement practical improvements.
Virtual Staffing LLC, freelance
Sep 2023 to Jul 2026
• Review, validate, and process 80+ tickets daily submitted through the Unified Ticketing System (UTS), Hubstaff, and Slack, covering timesheet corrections, overtime, time off, and call-in requests, consistently meeting the 24-hour SLA turnaround. • Support a population of 3,000+ Virtual Assistants and coordinate directly with 40+ Client Success Managers to validate approvals, documentation, and eligibility before processing requests. • Improved payroll accuracy and reduced VA and client pay disputes by strengthening ticket validation, documentation review, and Hubstaff plotting practices.
Virtual Staffing LLC, freelance
May 2023 to Sep 2023
• Led the Onboarding Team Leader and their team of onboarding VAs over a 6-month period, overseeing day-to-day onboarding operations for incoming Virtual Assistants. • Designed and refined onboarding SOPs and workflows to standardize the new-hire experience and reduce inconsistencies across the intake process. • Built and rolled out training programs for new VAs, covering platform navigation, client expectations, and role-specific processes to accelerate readiness for deployment. • Established onboarding metrics and reporting, including time-to-productivity and completion-rate tracking, to monitor new-hire progress and flag at-risk onboarding cases early. • Coordinated directly with clients on onboarding timelines, requirements, and feedback to ensure new VA placements met expectations from day one. • Set up and maintained onboarding tools and systems, including Jobma and tracking files, to support consistent documentation and reporting across the onboarding pipeline.
Virtual Staffing LLC, freelance
Nov 2022 to Apr 2023
Directly managed a team of Virtual Assistants deployed across multiple employment law practice areas, including demand writers, intake specialists, case managers, and virtual attorneys. • Provided day-to-day coaching, performance monitoring, and escalation support across varied practice areas to maintain consistent quality and client satisfaction. • Served as the primary point of contact between VAs and clients, resolving operational issues and maintaining smooth day-to-day coordination across accounts.
Afni Philippines INC., full_time
Apr 2019 to Oct 2022
Led 20 projects end-to-end, managing timelines, resource allocation, and cross-team collaboration. • Implemented 15 process improvements based on data analysis and feedback, enhancing efficiency and results. • Created and managed schedules for 50 Subject Matter Experts (SMEs), improving resource utilization and output quality. • Mentored 50 SMEs, fostering a growth-oriented environment that improved team performance and individual capability.