Reb Asistio

Oversee a cluster of Team Leads/Client Success Managers supporting multiple client accounts, providing second-level leadership support across client management, team operations, performance, and service delivery.

Partner closely with Team Leads and cross-functional teams to address operational concerns, client escalations, QA and performance opportunities, and process improvements while maintaini

• Managed the timely and accurate processing of dispute data, ensuring data integrity and maintaining organized records to support efficient dispute resolution.

• Verified, reviewed, and maintained high-quality operational data while identifying discrepancies, preventing duplicate records, and minimizing processing delays.

• Collaborated across teams to resolve issues proactively, helping mainta

• Deliver customer support through live chat and email, resolving product and account inquiries with accuracy, empathy, and a strong focus on customer experience.

• Identify recurring customer pain points, recommend process improvements, and collaborate with internal teams to improve workflows, support quality, and operational efficiency.

• Handle escalations with ownership while consistently me

• Led a remote Customer Support team supporting an AI-powered recruitment platform, driving SLA performance, team accountability, and a customer-first support culture while ensuring consistent service delivery.

• Improved support operations by leading the adoption of Salesforce, consolidating multiple support channels into a centralized workflow and partnering with Salesforce specialists to strea

• Led Customer Operations for SMB, mid-market, and enterprise clients, establishing operational KPIs, driving workforce performance, and partnering cross-functionally to deliver scalable, customer-centric operations aligned with business goals.

• Designed and optimized operational workflows by implementing AI-enabled process improvements, Salesforce automation logic, queue prioritization, and sta

• Provided strategic leadership for Wonolo's Managed Services operation, overseeing Team Leaders and Senior Specialists while driving operational performance, workforce planning, and service delivery for enterprise and mid-market clients.

• Partnered with Account Managers, Product, and Engineering teams to translate client needs into scalable operational solutions, helping position Managed Servic

• Led a remote team supporting Internal and Enterprise operations, driving performance through coaching, KPI management, workload prioritization, and consistent service delivery while fostering a collaborative, high-accountability team culture.

• Redesigned team workflows by identifying operational gaps, establishing case prioritization standards, and defining clear ownership between overlapping

• Served as the first Quality Analyst for Supply Operations, helping establish quality standards by designing QA scorecards, conducting audits, and delivering collaborative coaching that strengthened service quality and supported consistent achievement of QA performance goals across operational teams.

• Analyzed quality trends, customer interactions, and operational workflows to identify improvem

• Guided Wonoloers through the onboarding journey by providing support, education, and account assistance, helping workers successfully complete platform requirements and confidently begin accepting jobs.

• Developed and maintained SOPs and knowledge base documentation that improved process consistency and enabled cross-functional teams to better support onboarding operations.

• Supported daily

• Supported the CEO in day-to-day business operations by coordinating executive priorities, managing partnership inquiries, and overseeing administrative and operational activities to support business growth.

• Managed digital marketing operations including social media scheduling, content coordination, lead generation, and partnership outreach to strengthen brand visibility and support sales and

• Identified and built relationships with industry writers, bloggers, and content partners to expand Wonolo's reach through relevant cross-posting opportunities across staffing, technology, logistics, and the gig economy.

• Managed outbound partnership outreach and inbound content collaboration requests, serving as a key point of contact for external contributors and helping coordinate content op

• Progressed from Project Coordinator to Operations Manager, leading day-to-day operations, project delivery, and team performance while ensuring client commitments were delivered efficiently and on time.

• Managed cross-functional business operations including lead generation, client outreach, social media initiatives, and project coordination, supporting business growth and strengthening client

• Coordinated interpreter bookings for phone and on-site appointments, matching client language requirements with qualified interpreters to ensure timely and accurate service delivery.

• Managed scheduling, booking confirmations, and interpreter communications while supporting clients and linguists with inquiries, changes, and operational coordination throughout the booking process.

• Coordinated fundraising events for UNICEF Philippines by managing venue arrangements, client meetings, event logistics, and end-to-end coordination to ensure successful event execution.

• Built relationships with corporate partners and stakeholders while supporting business development initiatives, securing fundraising opportunities, and ensuring all event requirements were completed before and

• Delivered one-on-one online English instruction to Chinese students, adapting lessons to individual learning needs while helping improve communication skills and language confidence.

• Provided personalized coaching, constructive feedback, and lesson summaries to support continuous learning and measurable student progress.

• Supported workforce deployment and scheduling for hotel, casino, and food operations, ensuring appropriate staffing levels to meet daily operational demands.

• Coordinated manpower allocation, monitored leave requests, and maintained staffing schedules to support operational continuity and service efficiency.

• Evaluated customer feedback and satisfaction through outbound Voice of the Customer (VOC) calls, providing insights that supported service quality improvements and a better customer experience.

• Participated in quality calibration sessions and coached frontline agents on customer service best practices, contributing to continuous performance improvement and customer satisfaction.

• Served as

• Assisted customers worldwide with flight, hotel, and car rental reservations while providing accurate booking support and resolving travel-related inquiries.

• Guided customers through the online booking process, helping them confidently navigate self-service tools while delivering a positive and customer-focused experience.

• Assisted customers with account inquiries, pay-per-view purchases, billing adjustments, refunds, and basic DVR troubleshooting while delivering accurate and customer-focused support.

• Resolved customer concerns with professionalism and efficiency, building a strong foundation in customer service, problem-solving, and issue resolution within a high-volume contact center environment.