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Laptop on the Table

A Bit About Me

My journey has been shaped by a blend of diverse life experiences and a steadfast professional evolution. My resourceful spirit ignited early, as I learned to cook at age 6, drove a 4-wheel vehicle by 12, a motorcycle by 14, and a tricycle at 29. I am also a self-taught baker, embracing new skills with enthusiasm. My personal life is centered around my family; I am married with two daughters. The profound loss of our son at six months' gestation in 2017 became a turning point, motivating me to seek new paths and embark on my career as a Virtual Assistant.

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Since mid-2017, I have made significant growth in the VA field, starting with simple data entry tasks and continuously expanding my capabilities by embracing every assignment and leveraging the internet for research and skill acquisition. My work experience spans various industries, with a primary focus on operations management, executive and administrative support, and customer service. I have worked in various sectors, including short-term rental, e-commerce, and general business operations, consistently demonstrating my ability to streamline processes, manage communications, and support executive leadership.

Work Experience

MOVE Your Business
Irvine, CA
Operations Manager
(Full-time)
March 2023 - May 2025

Cynthia Chang
Florida, USA
EA to the CEO / General VA
(Full-time)
November 2021 - February 2023

The Squirm Firm
Ithaca, New York
EA to the CEO / Team Lead VA
(Full-time)
January 2018 – November 2021

Exceptional Now Publishing, LLC
New York City
Virtual Assistant
(Project-based)
November 2017 – December 2017

Self Submit U
Los Angeles, California
Virtual Associate
(Project-based)
August 2017 – December 2017

Jeffrey Richardson
Virtual Assistant
(Project-based)
July 2017 – August 2017

Constance Parng
Virtual Assistant
(Project-based)
June 2017 – October 2017

CAREER BREAK
Full-time Parenting
August 2012 – June 2017

Convergys Philippines Services Corporation
Alabang, Muntinlupa
Senior Customer Service Specialist
(Full-time)
January 2006 – August 2012

Department of Public Works and Highways (Central Office)
Port Area, Manila
Fiscal Clerk
(Full-time)
August 2003 – January 2006

  • Operations Manager | February 2024 - May 2025

    • Manage daily operations across multiple client accounts, ensuring SLAs, KPIs, and quality standards are consistently met.

    • Streamline and automate workflows, and implement SOPs to improve efficiency, reduce errors, and scale capacity.

    • Track performance, flag risks early, and lead issue resolution with speed and clarity.

    • Monitor metrics like utilization, productivity, churn, and profitability to identify opportunities for improvement.

    • Lead operational reporting and provide weekly/monthly dashboards for leadership and clients.

    • Support hiring and resource planning, ensuring the right talent is in place to meet demand.

    • Champion continuous improvement in tools, processes, and team development.

    • Serve as the General Manager's assistant, providing support as needed to ensure the smooth functioning of high-level strategic initiatives and daily administrative tasks.

 

  • Assistant Manager | July 2023 - February 2024

    • Manage daily operations across multiple client accounts, ensuring SLAs, KPIs, and quality standards are consistently met.

    • Streamline and automate workflows, and implement SOPs to improve efficiency, reduce errors, and scale capacity.

    • Track performance, flag risks early, and lead issue resolution with speed and clarity.

    • Monitor metrics like utilization, productivity, churn, and profitability to identify opportunities for improvement.

    • Lead operational reporting and provide weekly/monthly dashboards for leadership and clients.

    • Support hiring and resource planning, ensuring the right talent is in place to meet demand.

    • Champion continuous improvement in tools, processes, and team development.

    • Serve as the General Manager's assistant, providing support as needed to ensure the smooth functioning of high-level strategic initiatives and daily administrative tasks.

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  • Talent Development Specialist (Full-Time) | March 2023 - July 2023

    • Assess employee training needs and develop training plans.

    • Design and deliver training programs and workshops.

    • Coordinate external training opportunities.

    • Develop and implement employee development plans.

    • Provide coaching and mentoring support to employees.

    • Evaluate the effectiveness of training and development programs.

    • Manage the learning management system.

    • Identify and support employee career growth opportunities.​

  • ​Respond to customer inquiries on Thumbtack, Yelp, email, text message, call, and chat

  • Schedule house and Airbnb cleaning appointments

  • Follow up with customers and ask for feedback after each completed cleaning

  • Offer recurring cleaning appointments to one-time customers

  • Contact one-time customers via email, text message, or phone call to offer cleaning appointments when there is availability

  • Point of contact between the team members, the customers, the suppliers/vendors/service providers, and the CEO

  • Screen applicants for the house cleaner position, schedule interviews, and contact applicants

  • Conduct online onboarding with the house cleaners who passed the interview

  • Respond to inquiries from short-term rental unit (Airbnb/Vrbo) guests

  • Add events and meetings to the CEO’s calendar

  • Answer customer inquiries via text, phone call, or email about pet grooming

  • Schedule/confirm pet grooming appointments for customers

  • Prepare financial reports for management and the bookkeeper.

  • Track investments and monitor the company's PayPal account to ensure funds for payroll.

  • Handle Amazon-related tasks including requesting and monitoring refunds, managing fees, and reconciling inventory.

  • Review negative Amazon reviews and request removal when appropriate.

  • Process employee payroll and manage time punch correction requests.

  • Maintain and update personnel processes, including job descriptions.

  • Assist with hiring and train new team members

  • Create a monthly announcement showcasing the team's impact.

  • Review customer service email responses before they are sent

  • Manage the CEO's calendar, daily activities, and personal errands like grocery ordering.

  • Monitor team members to ensure tasks are completed correctly and on schedule.

  • Maintain an index of all team files and ensure training documents are always updated.

  • Perform other related tasks as needed.

  • Look up contact information of English and/or Speech Department Faculty of various universities and colleges in the United States and enter them into the Google Sheets File

  • Review the actor client's profile and submit him/her accordingly to different casting websites

  • Generate a report of auditions reviewed and submitted for the client in Zoho Docs

  • Submit End Day Report via Google Forms

  • Create three eBooks from information and pictures searched on the Internet

  • Create an email offering a product to different contacts on his Instagram account

  • Look up contact information of Principal, College Counselors, and Art Department Faculty of various high schools in Los Angeles, CA, and enter them into the Google Sheets File

  • Update Google Calendar for scheduled school visits

  • Senior Customer Service Specialist (Full-Time) | August 2009 - August 2012
    (Email Support - Tier 3, Advance Customer Experience)​

    • Respond to product inquiries and billing statement complaints of customers via email

    • Provide basic troubleshooting steps for equipment failure to customers via email

  • Customer Service Specialist (Full-Time) | July 2008 - August 2009
    (Email Support - Tier 3, Advance Customer Experience)

    • Respond to escalated product inquiries and billing statement complaints of customers via email.
      Provide advanced troubleshooting steps for equipment failure to customers via email.​

  • Customer Service Representative (Full-Time) | July 2007 - July 2008
    (Email Support - Tier 2, Billing Specialist)

    • Respond to escalated product inquiries and billing statement complaints of customers via email.
      Provide basic troubleshooting steps for equipment failure to customers via email.​

  • Customer Service Representative (Full-Time) | July 2006 - July 2007
    (Email Support - Tier 1)

    • Respond to general product inquiries and simple billing questions of customers via email.
      Provide basic troubleshooting steps for equipment failure to customers via email.​

  • Inbound Customer Service Representative (Full-Time) | January 2006 - July 2006

    • Respond to general product inquiries and simple billing questions of customers via phone.
      Provide basic troubleshooting steps for equipment failure to customers via phone.​

  • Create and maintain records of office supplies and purchases

  • Create soft and hard copies of letters, files, and other related materials as directed by the supervisor

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