Executive Operations Assistant | Systems & Process Consultant | Workflow Optimization SpecialistI’m an experienced Executive and Operations Assistant with a proven background in process improvement, customer service, and project coordination.
Over the years, I’ve supported management teams in international organizations, helping them streamline communication, create structure, and document workflows that drive efficiency.I combine hands-on executive support with systems thinking — creating organized, scalable solutions that make teams faster and more effective.Professional ExperienceSpecial Projects Officer / Executive Assistant
International Events & Operations Organization
2023 – Present
Manage large-scale customer support operations using Zendesk.
Create and maintain macros, SOPs, and process documentation for smoother workflows.
Provide executive-level support (email management, calendar coordination, and reporting).
Coordinate projects across multiple departments and time zones.
Develop internal training materials and automation processes that improve team accuracy and speed.
Team Leader / Consultant / Customer Experience Trainer
Spartan Race | ePerformax | Adventure International Tours Inc.
2016 – 2023
Led and coached teams handling international customer inquiries and escalations.
Created training materials that reduced agent errors by 90% and lowered handling time by 20%.
Built process documentation to improve consistency and scalability.
Supported management in project coordination, partner communication, and operations tracking.
Negotiated hotel and vendor contracts for regional travel partnerships.
Corporate Travel Specialist / Customer Support Representative
Sitel | Travelocity Business | Sykes | Orbitz | Metlife Dental
2008 – 2016
Managed corporate travel bookings via Sabre (GDS).
Handled rebookings, refunds, and itinerary adjustments.
Delivered high-quality customer support while maintaining service metrics.
Reviewed claims, resolved escalations, and maintained detailed documentation.
Short-Term Rental Property Management (Freelance)
Ongoing
Manage guest communication, booking calendars, and reviews.
Optimize listings and coordinate property maintenance schedules.
Core Skills
Operations Management
Process Improvement
SOP Documentation & Workflow Design
Executive Assistance
Project Coordination
Zendesk Macros & Ticket Management
Email & Calendar Management
Knowledge Base Development
Customer Experience Optimization
Travel Coordination (Sabre / GDS)
STR & Airbnb Management
Achievements
Reduced ticket handling time by 30% through optimized workflows.
Created company-wide templates and SOPs that improved operational consistency.
Built onboarding documentation that shortened training time for new hires.
Supported executives and teams in multiple time zones with organized systems and reliable communication.
Technical Setup
Internet Speed: 350 Mbps
Hardware: i-----------CPU | 64 GB RAM | 1 TB SSD + 1 TB HDD | Jabra Engage 50 II headset
Dedicated home office setup for full-time remote work
Work Traits
Excellent written and verbal English (CPE Level: C2)
DISC Profile: High D / High I — proactive, decisive, and people-oriented
Fast learner with strong attention to detail
Organized, independent, and solutions-focused
Committed to building long-term, high-trust partnerships
Goal
To support growing businesses by optimizing operations, documenting systems, and providing reliable executive and customer experience support that scales with the company.
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