Operations Leader/Assistant, VA, Associate/SpecialistOperations Leader/Assistant, VA, Associate/Specialist

Key Achievements:

(Part-time STR job) • Property Administration: Support end-to-end remote property operations, scheduling, and invoicing for a short-term rental portfolio. • Guest Relations: Handle guest communications, conflict resolution, and document tracking to maintain high property rating standards. • Operations Coordination: Streamline daily operations by aligning property management tasks with executive priorities, ensuring seamless business continuity. • Executive Support: Calendar and Email Management

Key Achievements:

• Scale & Leadership: Support end-to-end operations for a high-stakes Trust & Safety vertical, managing a cluster of 100+ FTEs. • Performance Metrics: Upkeep the Trust & Safety enforcement program, achieving a 98.5% policy accuracy rate and keeping appeal overturn rates below 1.5% across 200K+ monthly cases. • Process Optimization: Manage and optimize operational workflows to maximize efficiency, drive cost-effectiveness, and exceed client Service Level Agreements (SLAs). • Quality Assurance: Ensure service delivery strictly meets enterprise quality standards, compliance regulations, and international client expectations.

Key Achievements:

• Team Management: Supervised 15–20 customer experience experts across voice, email, and chat omnichannels. • KPI Achievement: Consistently exceeded team benchmarks, securing a 95% CSAT score, 90%+ First Contact Resolution (FCR), and maintaining a <5% abandonment rate. • Talent Development: Administered performance appraisals and provided structured, data-driven coaching to drive frontline performance results.

Key Achievements:

• Collections Strategy: Led an outbound collections team to exceed recovery targets through script optimization and objection-handling training. • Compliance: Enforced strict adherence to US regulatory compliance frameworks, including FDCPA and company collection policies, resulting in zero client escalations or audit findings • Customer Experience: Directed inbound representatives with a primary focus on maximizing CSAT KPIs and enforcing strict quality assurance parameters.

Key Achievements:

• Workflow Diversification: Supervised 16–20 FTEs, managing daily workloads across multiple microflows including customer service, technical support, and mortgage portfolios. • Audit Readiness: Ensured absolute compliance regarding 3rd-party documentation, passing rigid operational audits with minimal to zero findings.