Administrative and Operations Assistant
Metro Manila
Need someone who doesn’t just check tasks off a list, but takes ownership, optimizes workflows, and makes your business run more reliably? That’s where I come in. Hi, I'm Joycesanne -- but most people call me Kit, an Administrative and Operations Assistant with over 10 years of experience spanning operations support, quality assurance, vendor communications, and multi-channel customer experience. I help founders and remote teams stay organized, scale daily operations smoothly, and ensure that everything is well executed. My background covers end-to-end case management, team performance tracking, process improvement, data and transaction verification, and editorial quality control. I am deeply experienced in managing high-volume operations using tools like Google Workspace, Salesforce, Asana, Gorgias, and Meta Business Suite, and I am actively expanding my skillset into modern AI automation through Zapier, Make, and n8n. If you’re looking for a proactive, detail-oriented partner who brings deep execution reliability and a commitment to getting the metrics right, I’d love to work with you!
Foodees, contract
Nov 2025 to Aug 2026
Managed day-to-day operations, vendor communications, and outreach using Meta Business Suite, Google Workspace, Discord, and tracking systems. Advanced from specialist to lead, taking full ownership of quality assurance, team performance, hiring, and SLA adherence across daily operations. Created and updated communication scripts, SOPs and coaching processes to streamline cross-departmental workflows.
FDG, contract
Apr 2025 to Oct 2025
Produced multiple SEO-focused articles daily while reviewing AI-assisted content for factual accuracy, hallucinations, and editorial consistency. Achieved a 98% content quality score in editorial audits by verifying claims and ensuring compliance with publishing standards.
TSI, full_time
Jan 2022 to Apr 2025
Handled 100+ daily inquiries and operational cases involving account concerns, orders, billing, payments, refunds, retention, payment arrangements and escalations via email and live chat. Investigated complex financial and account discrepancies by reviewing transaction records and coordinating with internal teams to drive issues to resolution. Maintained little-to-no-error QA audit scores through meticulous handling of sensitive customer data and transaction records.
ProbeCX, full_time
Oct 2020 to Dec 2021
Resolved billing, retention, and account-management issues for Australian telecommunications customers through email and live chat. Achieved high service metrics, including 90% CSAT, 91% Issue Resolution, and 87% First Contact Resolution in a high-volume environment.
ATS, full_time
Aug 2019 to Oct 2020
Processed and verified deposits and withdrawals, carefully validating customer details and transaction amounts against established controls. Supported fraud-risk monitoring by tracking unusual transactions, maintaining accurate financial records, and escalating high-risk cases.
iContent Enterprises, full_time
Jun 2015 to Dec 2018
Supported daily office operations through administrative coordination, reporting, inventory tracking, and records management. Provided technical troubleshooting and customer support across computer services, hardware maintenance, and equipment setup.