GEMMA V.
Senior Operations Manager
Open to offersNew to PlatformAbout
Gemma R. is an experienced Operations and Executive Support professional with over 15 years in remote operations management, excelling in process optimization and financial administration. In her role as Operations & Finance Manager at Common Shelf, she was pivotal in maintaining financial processes such as invoicing and accounts receivable, while enhancing team efficiency through comprehensive SOP libraries. As Operations & Finance Coordinator at Blue Dot Restoration LLC, she managed full AP/AR cycles and implemented automations via Zapier to streamline operations. Her role as Executive Assistant to the CEO at IBoss Inc. involved managing complex scheduling and CRM maintenance to ensure executive productivity. At Quantrics Enterprises Inc., she led large BPO operations, expanding team sizes and consistently meeting client KPIs across various service channels. Gemma is proficient in industry tools including ClickUp, Asana, Notion, and QuickBooks, and holds a Lean Six Sigma Yellow Belt certification.
Experience
Operations & Finance Manager
Common Shelf · 2025 — 2026Oversaw invoicing, Accounts Receivable, and commission tracking to ensure accuracy and transparency. Maintained Notion workspaces and a comprehensive SOP library to standardize workflows and enhance team efficiency. Managed documentation and internal trackers, ensuring records were consistently updated. Identified operational risks and discrepancies, facilitating early issue resolution. Supported account management by keeping accurate client records and tracking deliverables.Operations & Finance Coordinator
Blue Dot Restoration LLC · 2025 — 2025Handled the complete AP/AR cycle, overseeing invoice creation, payment tracking, and reconciliations. Implemented Zapier automations while maintaining ClickUp workflows to boost process efficiency. Organized Google Drive systems for document control and compliance, coordinating project documentation including permits and compliance submissions. Assisted leadership with timely submissions and operational reporting.Executive Assistant to the CEO (Part-Time)
IBoss Inc. · 2024 — 2025Managed complex calendars and coordinated meetings across different time zones for executive leadership. Ensured timely responses to internal and external communications while handling confidential information. Monitored project deadlines and deliverables, facilitating on-schedule operations. Improved administrative processes and maintained system integrations to support productivity.Senior Operations Manager
Quantrics Enterprises Inc. · 2019 — 2025Directed multi-site BPO operations for a major Canadian telecom client across Customer Care, Technical Support, Sales & Upgrades, and Escalations. Oversaw 12–15 Team Leaders and managed a team of over 250 agents across various channels. Expanded team size from 45 to over 300 and increased operational scope to full residential account support. Maintained employee attrition rates below 3% for three consecutive years while meeting client KPIs.Virtual Assistant (Part-Time)
Site Masters Junk Removal · 2023 — 2024Managed client communications and shared inboxes, ensuring organized correspondence and timely responses. Processed Accounts Payable using QuickBooks, overseeing invoices and payment scheduling. Maintained HubSpot CRM records and facilitated virtual meetings alongside daily administrative tasks.Team Manager
Quantrics Enterprises Inc. · 2017 — 2019Supervised daily operations for a remote team, ensuring adherence to service level agreements and performance standards. Developed systems for monitoring workflow improvements and driving team productivity. Facilitated communication between teams and stakeholders for operational alignment.Operations Supervisor
The Results Companies (ResultsCX) · 2011 — 2017Oversaw daily operations for a 20-agent team in areas including Customer Care, Technical Support, Sales, Logistics, and Back Office. Developed improvement strategies while providing coaching to enhance quality and productivity. Managed telecommunications and logistics accounts with an emphasis on process efficiency and customer satisfaction.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceSt. Peter Technical School · — — 2006