Roofing Operations & Administrative VARoofing Operations & Administrative VA

Key Achievements:

• Managed roofing leads from multiple sources, including Google LSA, Yelp, Angi, GAF, and company websites, supporting consistent lead tracking and follow-up. • Coordinated roof inspection scheduling, customer confirmations, appointment changes, and communication between customers, inspectors, sales, and production teams. • Supported JobNimbus implementation and workflow improvements, strengthening lead organization, job tracking, and operational visibility. • Developed and refined SOPs, communication templates, and internal reference materials to promote consistent processes. • Maintained lead-to-bid-to-closing trackers, sales reports, and lead-generation reports to support performance monitoring and operational decision-making. • Provided team guidance and quality oversight while monitoring pending leads, outstanding follow-ups, and scheduling activities.

Key Achievements:

• Led and supported a team of 13 customer service representatives handling a U.S. financial services account. • Monitored service levels, quality, productivity, and customer satisfaction to maintain operational standards. • Conducted coaching sessions, performance reviews, and team huddles to reinforce service quality and individual accountability. • Managed escalated customer concerns and collaborated with internal teams to facilitate timely resolutions. • Prepared performance reports and coordinated with Quality Assurance and Workforce Management teams to support operational efficiency.

Key Achievements:

• Led customer service operations for a U.S. retirement services account, managing a team of up to 40 representatives. • Oversaw service-level agreements, quality, productivity, and customer experience metrics to support consistent service delivery. • Strengthened team performance through structured coaching, performance monitoring, and individual improvement plans. • Managed complex customer escalations and coordinated with internal departments to resolve service-related concerns. • Prepared operational performance reports and coordinated client meetings, schedules, and communications. • Mentored team members and emerging leaders, promoting accountability, professional development, and team effectiveness.

Key Achievements:

• Managed full-cycle recruitment activities for U.S.-based clients across manufacturing, technology, and healthcare industries. • Supervised and supported a team of up to five recruiters, monitoring recruitment productivity and pipeline progress. • Coordinated candidate screening, interview scheduling, follow-ups, reference checks, and hiring manager communications. • Maintained accurate candidate records and recruitment activity across CRM systems and internal databases. • Prepared recruitment reports and dashboards to monitor candidate pipelines, hiring progress, and recruitment performance. • Built effective working relationships with candidates, hiring managers, and external partners to maintain an organized recruitment process.

Key Achievements:

• Delivered customer support for mortgage billing, account inquiries, and financial service concerns in a regulated banking environment. • Resolved customer issues through accurate information, professional communication, and appropriate escalation procedures. • Maintained detailed account documentation while following confidentiality, compliance, and service standards. • Demonstrated strong problem-solving and customer service skills when handling sensitive account-related concerns.

Key Achievements:

• Delivered online English instruction to Korean-speaking students, adapting lessons to individual proficiency levels and learning needs. • Managed lesson schedules and maintained consistent communication with students. • Monitored student progress and provided constructive feedback to support language development. • Maintained organized lesson records and ensured consistent delivery of scheduled online sessions.