High-Impact Operations Virtual Assistant | Client Success Specialist
Cebu
Hi! I’m Ivan, an Operations and Virtual Support Specialist with over 10 years of experience helping businesses streamline workflows, manage client lifecycles, and maintain clean, reliable data. Throughout my career, I’ve supported fast-moving teams across real estate operations, performance analysis, and customer success. I specialize in managing CRM systems like Zoho and Salesforce, handling pre-purchase due diligence research, tracking key performance metrics, and taking care of daily administrative tasks so business owners can focus on growth. What sets me apart: Data Precision & Analytical Mindset: My background as a BPO Performance Analyst trained me to look beyond basic task execution, ensuring every document, log, and report is accurate and actionable. End-to-End Client Ownership: From initial onboarding to managing ongoing partner relationships (brokers, accountants, trade partners), I keep communication seamless and client retention high. Tech-Savvy & Adaptable: Advanced proficiency with Zoho CRM, Salesforce, Google Workspace, MS Excel, and modern AI automation tools. Whether you need dedicated virtual assistance, CRM optimization, or structured operational support, I’m here to keep your business running smoothly. Let’s connect!
Fresh Start Advisory, full_time
Jan 2024 to Present
Provided flexible administrative and operational support across key business functions, adjusting daily priorities to meet client needs and organizational deadlines. Coordinated end-to-end document management, internal record tracking, and file structures across Google Drive and Zoho CRM to guarantee 100% data accuracy. Tracked outstanding administrative items, reports, and authorizations, following up consistently with internal team members and external stakeholders regarding status updates. Steered cross-functional communications with clients, partners, and team members to ensure smooth project flow and timely task completion. Managed cross-department coverage and special administrative initiatives, maintaining high attention to detail while handling sensitive, confidential information. Accelerated onboarding and workflow processes by setting up proactive tracking systems, email logs, and digital scheduling workflows. Demonstrated high adaptability by learning new software platforms, managing shifting priorities, and supporting broader operational needs as assigned.
ePerformax Contact Centres, full_time
Mar 2019 to Aug 2023
Managed escalated customer contacts via omnichannel queues regarding complex financial products, claims, chargebacks, and policy resolutions. Tracked, reviewed, and analyzed monthly KPIs to identify performance trends, run benchmarking data, and maintain accuracy in operational reporting. Translated intricate data analysis findings into clear reports and narratives presented directly to key stakeholders to drive operational improvements. Designed, monitored, and implemented targeted training programs that successfully upgraded handling metrics and quality assurance scores. Collaborated closely with client stakeholders and internal teams to cross-functionally manage project delivery timelines and meet critical deadlines.
Forge Inc, contract
Jun 2016 to Sep 2018
Facilitated multi-agency collaboration between local residents, participating NGOs, and government stakeholders to advance Anti-Child Trafficking initiatives, leading community-wide training seminars to build local awareness while authoring data-backed policy briefing papers and analytical forecasts that guided regional policy shifts.