Executive Assistant | Founder & CEO SupportExecutive Assistant | Founder & CEO Support

Key Achievements:

Provided executive and operational support to the CEO of a U.S.-based, multi-entity company spanning construction and marine operations, managing execution across 10–20 active priorities in a fast-paced remote environment. Developed and maintained 10+ Standard Operating Procedures (SOPs) and a knowledge base covering recurring processes, from onboarding steps to reporting cadences, reducing reliance on undocumented practices. Owned the executive calendar for 30–50 weekly meetings across 15–20 stakeholders, proactively resolving scheduling conflicts and confirming meetings in advance so nothing was missed or double-booked. Owned executive inbox management for 80–120 daily emails, prioritizing time-sensitive items, drafting correspondence for the CEO's review, and ensuring timely follow-through on business-critical initiatives. Coordinated 5–10 domestic and international business trips monthly, managing flights, accommodations, transportation, and contingency plans end-to-end. Managed the CEO's and company's social media presence across LinkedIn, Instagram, Facebook, and X; scheduling content, managing community engagement, monitoring engagement and performance insights, and responding to inbound messages and comments on the executive's behalf. Prepared executive briefs, agendas, and supporting reports for 5–10 executive meetings weekly, maintaining reporting dashboards and trackers in Google Sheets and Notion. Used Calendly to give external stakeholders direct visibility into the executive's calendar availability, eliminating back-and-forth email scheduling and streamlining meeting bookings. Tracked 15–20 action items across executive initiatives in Notion, assigning owners and due dates and following up until each item closed. Served as primary liaison for 20–30 internal and external stakeholders, including clients and vendors, ensuring seamless, professional communication across leadership. Used AI tools to draft correspondence, extract data from invoices and contracts into tracking spreadsheets, develop SOPs, and generate social media content, speeding up recurring administrative work. Identified operational inefficiencies and implemented 5+ workflow improvements that reduced administrative workload and freed up executive time. Partnered with executive leadership on confidential strategic initiatives, maintaining the highest standards of discretion with sensitive business information.

Key Achievements:

Directed day-to-day operations for a 20-member customer support team handling 300–500 daily interactions, achieving 95%+ service level adherence. Developed and maintained 10–15 SOPs and 15+ knowledge base articles, improving onboarding consistency and reducing recurring inquiries from both customers and new hires. Oversaw workforce planning and shift scheduling for 20 team members across 4 daily shifts, adjusting staffing levels as call volume shifted to ensure uninterrupted service delivery. Analyzed 5 key operational KPIs and prepared 10–15 performance reports and dashboards weekly and monthly in Google Sheets and Excel, giving leadership actionable insights. Resolved 15–25 complex customer escalations weekly by coordinating with cross-functional teams, maintaining 94%+ customer satisfaction. Implemented 5–10 workflow improvements that reduced administrative inefficiencies and strengthened team productivity. Facilitated 30–40 coaching sessions and 40–50 quality evaluations weekly, strengthening team performance and policy compliance. Partnered with 5 cross-functional departments — Workforce Management, HR, QA, Training, and Operations — to resolve operational challenges and align execution. Enabled onboarding of 15 new team members through structured process training and standardized documentation, reducing time-to-productivity. Managed 20–30 active operational action items monthly, ensuring timely completion and accountability. Used AI tools to draft response templates for customer inquiries and as a reference guide for handling complex or unfamiliar case types, improving response consistency and turnaround time. Conducted semi-annual performance reviews for 20 team members, evaluating performance data to recommend growth plans, promotions, and rate appraisals. Proactively checked in with team members through regular one-on-ones to gauge morale and identify support needs, strengthening engagement and retention. Collaborated with fellow Team Leaders to share performance trends and recommend process improvements, elevating outcomes across the TL Department, Customer Service Agents, and the broader organization.

Key Achievements:

Delivered customer support across phone, email, and live chat, handling 80–130 interactions daily while consistently meeting productivity and quality targets. Resolved a broad range of customer inquiries by analyzing issues and identifying effective solutions, maintaining a 95%+ customer satisfaction rating. Maintained accurate documentation for 5,000+ customer cases in the company CRM, ensuring compliance with company policy and audit standards. Coordinated with 3 internal departments, including Technical Support, Billing, and QA, to resolve complex customer issues and ensure seamless service delivery. Managed 10–15 complex escalations weekly, maintaining ownership through resolution with proactive stakeholder communication. Consistently achieved 95%+ quality assurance scores by adhering to operational procedures and documentation standards. Exceeded 5 key operational KPIs, including Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance (QA), and schedule adherence. Mentored 13 new team members by walking them through real cases and reinforcing established service standards.