Executive Assistant | Virtual Assistant | Logistics Operations
Cebu
Results-driven operations and BPO leader with 12+ years of experience across customer support, technical support, quality assurance, and site operations. Brings foundational experience in freight forwarding and logistics coordination, including shipment documentation, customs processing, and delivery coordination. Proven track record in leading teams, managing KPIs, handling escalations, and improving operational processes. Highly skilled in client communication, reporting, and building structured systems that support business growth. Experienced working with U.S.-based clients in fastpaced environments
EmpireOne BPO Solutions Inc, full_time
Apr 2023 to Mar 2026
Lead overall site operations, ensuring delivery of service levels, productivity, quality, and client KPIs Manage and develop multi-level teams including Team Managers, Team Leads, QA, SMEs, and agents Partner closely with account leads and clients to monitor performance, mitigate risks, and align operational goals Drive performance management and behavioral coaching, addressing gaps and improving consistency Analyze operational data to identify trends and implement process improvements Ensure compliance with company policies, client requirements, and operational standards Handle high-level escalations, ensuring timely resolution and client satisfaction Prepare and present weekly and monthly operational reports to CEO and other executives. Foster a performance-driven, accountable, and people-centric culture
TDCX, full_time
Feb 2020 to Apr 2023
Progress from Technical Advisor to Mentor to Team Manager, demonstrating strong leadership potential Lead and coach teams with a focus on behavioral change to drive sustainable KPI improvement Develop and promote Mentors into Team Managers, supporting leadership pipeline growth Manage team performance across quality, productivity, attendance, and customer satisfaction metrics Conduct regular coaching, feedback sessions, and action planning Support operational initiatives to improve team engagement and results
Contact Solutions Research and BPO, full_time
Nov 2018 to Jan 2020
Conduct quality audits to ensure product listings met Wayfair standards before going live Review SKU details for accuracy, compliance, and approve exemptions Serve as SME for Décor, supporting analysts with complex questions and issues Prepare bi-monthly challenge reports and weekly/monthly performance projections Support continuous improvement through data analysis and quality feedback
People Plus Tech - Geek Squad, full_time
Aug 2016 to Nov 2018
Provide Level 2 remote technical support for computers, networks, printers, and smart devices Troubleshot and resolve complex technical issues efficiently Promoted to Hive Lead, supporting Level 2 technicians with advance cases Conduct real-time coaching, huddles, and team meetings Assist in maintaining service quality and resolution standards