Executive Assistant | Customer Service | Project Management
Davao del Sur
I am an experienced Virtual Assistant with experience in handling UK and US based clients. Expert with project management, executive assistance, calendar management, data analysis, customer service.
Intemark, freelance
Jan 2023 to Jul 2026
Managed CEO's full calendar operations across 3 internal/external stakeholders and time zones, resolving scheduling conflicts and prioritizing meeting access to protect executive bandwidth for strategic work. Built recurring financial reporting deliverables (revenue, expense, margin tracking) for CEO and C-suite review and standardizing the monthly close narrative. Provided back-office operational support spanning such as vendor management, procurement, HR admin, payroll, serving as the single point of continuity between the CEO's office and internal departments. Managed client-facing and internal communications on the CEO's behalf, drafting and vetting different external touchpoints monthly without escalation errors or missed follow-ups. Authored C-suite-level decks, memos, and briefing documents for board/leadership conversations, and making it into decision-ready materials used in different executive meetings.
5 Loyalty, full_time
Apr 2020 to Jan 2023
Owned end-to-end project delivery lifecycle in Jira across 35 concurrent client projects, translating scope into sprints/backlogs and cutting missed-deadline incidents by 35% through structured ticket triage and sprint hygiene. Built and maintained Google Data Studio dashboards tracking expense burn, client activations, and upsell conversion in real time, giving leadership visibility that replaced manual reporting method and cut reporting turnaround from 3 Days to same-day. Directed a distributed VA team across Serbia, the US, and the Philippines (20 headcount), standardizing SOPs and coverage across three time zones to maintain 24-hour response SLAs on client-facing tasks. Authored budget proposals and managed client onboarding/activation workflows for 2 new accounts monthly, contributing to 16% upsell rate on the existing book of business tracked via the GDS dashboard. Acted as de facto Chief of Staff to the CEO — managing inbox triage, cross-organizational calendar coordination, and all travel/accommodation logistics — freeing an estimated 6 hours/week of executive time for revenue-generating work.
VXI Global Holdings, full_time
Apr 2014 to Mar 2020
Progressed from front-line Customer Service Representative (phone/email/chat) to Quality Assurance Manager over 6 years, promoted through 3 internal tiers based on different performance metric — e.g., QA scores, call quality audits, KPIs. Managed quality assurance programs across five US-based verticals — telco, ride-hailing, retention, retail, and healthcare — standardizing call/chat/email evaluation frameworks across 1000 agents. Conducted 150 quality audits monthly against client-specific scorecards, identifying systemic coaching gaps that improved team-wide QA scores by 90 points over 90 days. Partnered with client-side quality leads across different accounts to calibrate scoring standards, reducing scoring variance/disputes by 5% and maintaining audit alignment ahead of client business reviews. Designed and delivered coaching/calibration sessions for 50 team leads and agents, directly supporting retention-account SLA compliance and reducing repeat-contact rates by 10%.