Gemarie Z.
Senior Operations Manager
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Gemarie Z. is a seasoned Operations & Business Management Leader based in Cavite, Philippines, with over 18 years of experience focused on operational efficiency and performance improvement across various environments. She has notably excelled in AI and automation initiatives, demonstrating expertise in building KPI frameworks and standardizing processes. Her role as Director for Operations Support & Compliance at Virtual Staffing, LLC highlighted her capacity for directing cross-functional operations, managing HR, quality, and compliance initiatives, and spearheading internal AI efforts. As a Project Consultant and Automation Lead at TruPro Elites, LLC, she effectively designed automation solutions to enhance client satisfaction and engagement. Additionally, her previous roles included developing business and client acquisition strategies as a Business Development and Project Manager at N. Rich ABM, managing social media strategies, and acting as an Executive Assistant, showcasing her flexibility and command over diverse business domains. Gemarie's profound knowledge in leveraging tools like Zapier, Looker Studio, and AI platforms like ChatGPT underpins her ability to implement data-driven decision-making processes, driving substantial improvements in productivity and service quality.
Experience
Director for Operations Support & Compliance
Virtual Staffing, LLC · 2022 — 2026Oversaw daily operations including Operations, HR, Quality & Audit, Performance Management, and Community Management functions, enhancing coordination to minimize workflow disruptions. Developed and implemented a KPI monitoring and evaluation framework to enhance performance review transparency and boost team productivity. Created tailored development plans aimed at addressing performance gaps and promoting higher employee retention. Collaborated with senior leadership on strategic planning and produced operational and performance reports to guide executive-level decision-making. Generated custom audit reports and performance dashboards in Base44 to provide leadership with real-time insights into quality and compliance metrics. Championed internal AI initiatives such as an AI Client Success Manager and an AI Auditor to streamline workflows for client support and audits.Project Consultant / Automation Lead
TruPro Elites, LLC · 2023 — 2024Conceived and implemented multiple self-liquidating offers to enhance customer acquisition while boosting return on ad spend. Delivered end-to-end management of Done-For-You client engagements, thereby improving client satisfaction and increasing repeat business. Deployed automation solutions that saved approximately 15 hours weekly in manual processing tasks. Established and monitored KPIs across more than 15 concurrent projects, enabling early identification of gaps and enhancing delivery timelines. Managed a portfolio of over 180 client relationships to strengthen retention and stimulate growth in referral business.Social Media Manager
AScaleX · 2022 — 2022Addressed account reputation issues by resolving negative reviews, leading to an improvement in the overall rating within three months. Oversaw content strategy research, scheduling, and copywriting, which resulted in increased engagement and expanded reach across social media platforms.Executive Assistant
R & Company, Inc. · 2019 — 2021Handled expense tracking and followed up with vendors, resulting in improved rates of on-time payments for overdue accounts. Conducted industry research and generated reports that directly influenced strategic business decisions. Developed a systematic document management process to reduce time in file retrieval, subsequently enhancing team productivity. Arranged comprehensive executive travel logistics to minimize travel-related costs.Business Development / Project Manager
N. Rich ABM · 2017 — 2019Coordinated multiple client projects simultaneously, which contributed to improved completion rates and elevated project quality. Drafted business plans and developed client acquisition strategies that successfully expanded the active client base. Cultivated long-term relationships with clients, fostering retention and encouraging repeat business.Operations Manager
AFNI Philippines, Inc. · 2012 — 2017Enhanced customer satisfaction by introducing new service strategies alongside frontline training programs. Decreased average handling time by implementing coaching and quality control initiatives, aiding in managing a higher volume of customer interactions. Led the implementation of a new customer service platform that improved the team's productivity. Developed workforce management techniques that effectively reduced absenteeism.
Skills & Expertise
Education
- Bachelor in Business Administration, Major in Marketing ManagementArellano University · — — 2025
- Bachelor in Business Teacher EducationPolytechnic University of the Philippines · — — 2007