Romelie M.

I bring over 10 years of experience supporting executives, managing operations, and improving business processes for companies in the US and Canada. I don't just complete tasks—I anticipate needs, solve problems, and create systems that help businesses run more efficiently. My background includes executive support, operations management, CRM administration, customer service, team leadership, project coordination, reporting, calendar and inbox management, SOP creation, and process improvement. I am highly organized, detail-oriented, tech-savvy, and able to manage multiple priorities with minimal supervision. I learn new tools quickly, communicate professionally, and take ownership of my work. Whether it's supporting an executive, streamlining workflows, or ensuring nothing falls through the cracks, I consistently deliver reliable results. If you're looking for someone who can think ahead, adapt quickly, and become a trusted extension of your team, I'm ready to help your business grow.

• Team Captain | Operations

  null · 2023 — 2025
  * Led day-to-day operations for multiple client accounts while ensuring consistent service delivery, operational efficiency, and client satisfaction. * Managed a team of Virtual Assistants by overseeing workload distribution, performance monitoring, onboarding, coaching, and continuous development. * Served as the primary liaison between clients and internal teams, ensuring expectations, priorities, and deliverables were consistently achieved. * Developed operational workflows, monitored productivity metrics, and implemented process improvements to enhance team performance. * Coordinated executive meetings, project schedules, reporting, and administrative activities to support business operations. * Prepared operational reports, analyzed performance trends, and provided actionable recommendations to leadership. * Maintained high

• Executive Virtual Assistant

  AMOR Global Services · 2020 — 2023
  * Served as the primary executive support partner for multiple CEOs, CFOs, and real estate professionals, managing daily operations and ensuring seamless business execution. * Managed complex calendars, email communications, appointments, travel coordination, and executive priorities while maintaining strict confidentiality. * Oversaw CRM administration using Follow Up Boss by managing lead pipelines, tracking client communications, coordinating follow-ups, and maintaining accurate records. * Coordinated residential real estate transactions by preparing documentation, organizing compliance files, managing SkySlope records, and ensuring timely completion of closing requirements. * Conducted property research using MLS, Matrix, and ReminePro to prepare comparative market analyses (CMAs), buyer reports,

• Team Manager | Operations

  Teleperformance | Conectys (BPO) · 2018 — 2021
  * Led a team of approximately 45 customer service and sales professionals, driving daily operations and consistently meeting client service level agreements (SLAs) and performance targets. * Managed and coached 5-6 Team Leaders, providing performance feedback, leadership development, and accountability to improve overall team performance. * Oversaw operations for two client accounts, ensuring service quality, operational efficiency, and client satisfaction. * Monitored key performance indicators (KPIs), including productivity, quality assurance, customer satisfaction, attendance, and adherence, implementing action plans to address performance gaps. * Conducted regular coaching sessions, performance evaluations, and career development planning to improve employee engagement and retention. *

• CSR BILLING | SALES

  Teleperformance (BPO - ATT, Comcast &Expedia) · 2014 — 2018
  * Delivered customer support through phone, email, and chat while consistently meeting quality, productivity, and customer satisfaction (CSAT) targets. * Resolved customer inquiries, billing concerns, and account issues by following established procedures and exercising sound judgment. * Collaborated with cross-functional teams to ensure timely issue resolution and a positive customer experience. * Recognized for maintaining strong performance metrics in quality assurance, attendance, and productivity. * Assisted customers with product inquiries, account management, and issue resolution while providing professional and empathetic service. * Maintained high standards for quality, compliance, and first-contact resolution in a fast-paced call center environment. * Built strong

• Customer Service Representative

  TELEPERFORMANCE - EXPEDIA and Comcast account (BPO) · 2012 — 2014
  Displayed a positive, empathetic, and professional demeanor towards customers, ensuring interactions reflected the company’s values. Addressed customer inquiries across multiple channels promptly and effectively, converting inquiries into sales opportunities or successful retention. Documented all customer interactions and feedback accurately to support continuous service improvement. Managed inbound and outbound calls, assisting customers and conducting follow-ups to guarantee a satisfactory experience.

• Bachelor of Science in Business Administration Major in Marketing Management

  University of Mindanao · 2008 — 2013