I turn repetitive ops work into workflows that run themselves.

Led a remote team of 20+ and managed a headcount order growing from 300 to 1,500. Automated 40% of repetitive tasks, lifted SLA compliance from 85% to 97% and cut audit preparation time by 40%.

• Automated 40% of repetitive tasks with Zapier and Make.com, a 25% cut in operational workload.
• CRM and workflow automation sped up task assignment by 60% across departments.
• Cut data processing time by 35% with advanced Excel formulas and Google Apps Script.
• Weekly and monthly KPI dashboards for clients raised stakeholder visibility and trust by 40%, and report preparation time fell by 50%.
• Supervised a remote team of 20+ and lifted SLA compliance from 85% to 97% in six months.
• Managed the headcount order from 300 to 1,500 employees.
• Led ISO documentation for operational processes, cutting audit preparation time by 40%.
• Presented executive summaries and insights from 50+ reports a quarter, which informed budget and staffing decisions.
• Monthly performance reviews and coaching reduced employee attrition by 15%.
• Raised client satisfaction (CSAT) by 20% with feedback loops and process refinements.
• Scheduled internal meetings, took minutes, formatted client proposals and updated the CRM.

Led 25+ agents on AI-driven vehicle support with a 98% QA score for 12 months, cutting errors by 45% and raising productivity by 22%.

• Led 25+ agents on real-time AI-driven vehicle support and held a 98% average QA score for 12 consecutive months.
• Cut the error rate in task annotation and live vehicle decision support by 45% through structured QA feedback.
• Ran calibration sessions with QA and Training so annotation and tagging stayed consistent with client guidelines.
• Delivered daily, weekly and monthly performance dashboards with zero delays.
• Weekly coaching lifted team productivity by 22% and agent CSAT by 15%.
• Chosen to launch the campaign at the new La Union site.
• Computed team payroll and ran weekly meetings on process updates.

Managed a CEO’s inbox, calendar and travel, ran 10+ events a year and managed 30 remote staff. Automation saved about 10 hours a week and cut no-shows by 50%.

• Automated recurring admin tasks with Zapier and Make.com, saving about 10 hours a week.
• Added automated reminders and booking links through Calendly and Zoom, cutting no-shows by 50%.
• Managed a CEO’s inbox, calendar and travel arrangements.
• Reorganized an executive’s weekly agenda around high-impact meetings, freeing 20% of their time for planning.
• Planned 10+ virtual and on-site events a year, with an average participant satisfaction score of 4.8/5.
• Built templates that sped up proposals and memos by 30%.
• Managed 30 remote staff across three client accounts during the pandemic, with project progress tracked in Notion.
• Handled customer messages by email and social media in Gorgias, and managed the client’s Shopify and Amazon stores.
• Processed orders, created shipping and return labels, tracked packages and kept suppliers updated on inventory.
• Reported online product performance to the CEO and generated client invoices and billables.

Kept the artist show and song database, prepared contracts, invoices and statements, and supported artists’ travel and accommodation.

• Kept the database of artist shows and songs in Notion and Google Sheets.
• Generated show contracts, invoices and statements, with light bookkeeping.
• Supported artists before and after concerts, including travel and accommodation.
• Formatted documents and client proposals and entered CRM data.