Why Your Back Office Functions Should Be the First Things You Outsource

Ana has approximately 17 years of extensive experience in customer experience, e-commerce operations, and executive support across various sectors, including the apparel, health and wellness, e-learning, banking, and insurance industries. She demonstrates a strong customer-first and resolution-driven approach, transitioning effectively from team leadership roles managing SLAs and KPIs to versatile operational support handling e-commerce management, marketplace administration, and founder assistance.

Work Experience

• She has roughly 17 years of relevant work experience in customer service, operations management, and e-commerce administration.

• Her background spans the apparel, e-commerce, health and wellness, e-learning, insurance, and financial services sectors.

• She handled end-to-end customer service, resolving B2B and B2C shipping and delivery issues.

• She managed high-volume ticketing systems using tags, macros, and priorities to consistently meet SLA and CSAT goals.

• She provided executive and founder support, organizing daily email inboxes, managing calendar schedules, and categorizing partnership inquiries.

• She oversaw back-office operations and customer service teams, managing KPIs, turnaround times, quality performance, and weekly/monthly scorecards.

• She supported recruitment efforts, onboarding, coaching, training, and continuous process improvement initiatives.

Career Highlights / Relevant Projects

• She successfully managed full-cycle order fulfillment and post-purchase support via e-commerce platforms, processing refunds, exchanges, cancellations, and complex order edits.

• She owned and managed marketplace operations, taking responsibility for product uploads, promotional pricing, reporting, and overall store administration.

• She optimized digital storefront operations by handling catalog creation, photo uploads, SEO optimization, and inventory replenishment requests for both merchant-fulfilled and network-fulfilled setups.

• She streamlined social media and content operations by coordinating content ideas, posting schedules, influencer outreach, and brand communications.

Skill Proficiency + Tech / Software Proficiency

• Customer Experience & Escalation Management

• E-commerce Operations & Marketplace Administration

• Executive Support & Inbox/Calendar Management

• Team Leadership, SLA, & KPI Management

• She is highly proficient in navigating platforms and systems including Shopify, Amazon Seller Central, Gorgias, Freshdesk, Zendesk, Oberlo, and Drift.

April Ann is a detail-oriented and adaptable Order Fulfillment and Logistics Operations Specialist with proven experience supporting international e-commerce and supply chain environments. She brings end-to-end expertise in processing retail product orders, managing inventory records, and coordinating directly with major sports equipment manufacturers and global freight carriers. Coupled with strong omnichannel communication skills and prior experience managing remote lodging operations and business process outsourcing (BPO) accounts, she is exceptionally well-suited to drive accuracy, seamless vendor coordination, and timely fulfillment for fast-paced order-processing teams[cite: 1, 2].

Work Experience + Professional Licenses + Educational Background

• Possesses dedicated remote operational experience across the E-Commerce & Order Fulfillment Logistics, Hospitality/Lodging Management, and Business Process Outsourcing (BPO) industries.

• Experienced in supporting North American clients with end-to-end supply chain coordination, inventory oversight, and customer support.

• Core order-fulfillment and operational responsibilities include:

  • End-to-end sales order processing and fulfillment tracking for sporting goods and outdoor retail equipment

  • Direct vendor and manufacturer communication to verify stock allocations, product specifications, and fulfillment timelines

  • Inventory oversight and catalog coordination across third-party suppliers

  • Outbound shipping coordination and dispute resolution with major international parcel and freight carriers

  • Omnichannel customer communication (email, SMS/text, and phone) addressing shipment tracking inquiries, delivery exceptions, and order delays

  • Remote accommodation and lodging coordination for commercial workforce deployments

Career Highlights / Relevant Projects

• Successfully managed end-to-end order processing, inventory coordination, and outbound shipping workflows for a US-based sporting goods and e-commerce logistics organization, maintaining seamless vendor relations with leading global golf and winter sports manufacturers.

• Coordinated outbound parcel dispatches and shipment exception handling directly with primary domestic and international carriers, effectively resolving transit delays and minimizing customer escalations.

• Independently managed remote lodging operations and vendor logistics for commercial construction deployments across California for 11 months, demonstrating strong autonomy and reliability in remote operational environments.

Skill Proficiency + Tech / Software Proficiency

• Order Fulfillment & Supply Chain: End-to-End Order Processing, Inventory Management, Vendor & Manufacturer Coordination, Carrier & Shipping Logistics (FedEx, UPS, USPS), Delivery Exception & Delay Resolution

• Customer & Operational Support: Omnichannel Customer Communication (Email, Phone, SMS), Lodging & Booking Coordination, BPO Operations Support

• Hardware & Technical Infrastructure: Operates on an Asus TUF laptop powered by an 11th Gen Intel Core i5 processor and 8 GB RAM, supported by a stable primary internet connection and a dedicated off-site contingency workspace for power or connectivity interruptions.

• Compliance & Readiness: Fully amenable to independent contractor agreements, voluntary statutory contributions, and desktop screen-monitoring/productivity-tracking software.

Work Availability / Schedule Specifics

• Availability: Available immediately (ASAP) with zero rendering period or competing client commitments.

• Shift Preference: Seeking full-time employment (40 hours/week); open and amenable to Australian business hours (day shift) as well as North American schedules.

Kath is an experienced Talent Acquisition and Recruitment Operations professional with 5 years of experience supporting APAC, EMEA, and US hiring teams. She has consistently demonstrated strong capabilities in end-to-end interview coordination, onboarding operations, and stakeholder management across high-volume corporate environments. Her background in supervising recruitment coordination teams and optimizing administrative workflows makes her a highly capable professional for complex talent acquisition and human resources operations.

• Mary Kathleen possesses 5 years of relevant work experience in recruitment operations, coordination, and administration.

• She has developed her expertise by working within high-volume corporate environments across the enterprise recruitment outsourcing, workforce solutions, and healthcare support industries.

• She holds a Bachelor of Science in Psychology from San Beda College Alabang, obtained in 2018.

• Her previous responsibilities and areas of expertise include:

  • Coordinating interview scheduling and recruitment operations across multiple active, high-touch requisitions.

  • Managing onboarding documentation, due diligence processing, and pre-employment checks.

  • Generating offers and contracts for executive requisitions while ensuring compliance with local requirements.

  • Coordinating patient communication and administrative workflows in a fast-paced healthcare support setting.

• She successfully supervised a team of 11 recruitment coordinators, resulting in improved workflow coordination, better SLA adherence, and increased onboarding consistency.

• She improved coordination workflows and onboarding efficiency by organizing documentation tracking systems, which successfully reduced onboarding follow-up delays and processing backlogs.

• She actively managed recruitment escalations and stakeholder concerns while maintaining smooth hiring operations across multiple enterprise accounts.

• She trained new coordinators on recruitment processes, scheduling standards, Applicant Tracking System (ATS) usage, and operational workflows.

• She supported process improvement initiatives that effectively increased operational efficiency, data accuracy, and the overall candidate experience.

• She has advanced proficiency in utilizing industry-standard Applicant Tracking Systems (ATS) and HR platforms, specifically Workday, Taleo, iCIMS, and ServiceNow.

• She is highly skilled in utilizing productivity and coordination tools, including Microsoft 365 (Outlook, Excel, Word, Teams), Google Workspace, Zoom, and Slack.

• She efficiently manages workflow and coordination using GoodTime, shared calendars, and documentation management systems.

• She actively leverages AI and productivity tools to enhance her administrative output, maintaining proficiency in ChatGPT, Gemini, Grammarly AI, and Microsoft Copilot.

• Her core functional skills encompass executive calendar support, talent operations, compliance processing, team training, and reporting.

Jenifer began her career in customer support in 2012 and progressively advanced to supervisory and team leader roles. She has handled both customer care and technical concerns, supporting platforms related to healthcare and consumer electronics. She was a Team Lead and Subject Matter Expert, where she monitored agent performance, provided coaching, handled escalations, and managed reporting and scheduling.

In her most recent virtual assistant experience supporting real estate clients in Canada and California, Jenifer managed emails, coordinated schedules, maintained client databases, and supported project management tasks. Her experience with platforms like QuickBooks, Monday.com, Calendly, and Google Suite demonstrates her competency in virtual administrative tasks.

Predictive Index Profile - Specialist

Strongest Behaviors

• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

Behavioral Summary

Jenifer is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise. Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Jenifer, who takes responsibilities very seriously

She is open for both Full-time and Part-time roles, and can start immediately.

• Liezel has accumulated approximately 8 years of administrative and financial support experience, primarily within office-based and local Philippine companies, with a brief stint in remote international work.
• Her experience spans both administrative operations and basic accounting/bookkeeping functions
• She is available to start immediately.

• Handled logistics-related responsibilities for a telecommunications company, including deployment of technician vehicles, fuel monitoring, inventory of tools and materials, and operations support.
• Oversaw monthly branch budget preparation, including data entry of expenses and submission of replenishment requests.

• Performed accounts receivable tasks for a U.S.-based client on a project basis, including checking bills, issuing invoices, and ensuring data accuracy before dispatch.
• In prior local roles, handled data entry, ledger updating, and daily cash reconciliation for loans and collections.
• Familiar with basic auditing practices, ensuring the correctness of entries and accounting documents.

• Communicated regularly with external suppliers (e.g., vehicle leasing, fuel companies) regarding billing concerns and rental contracts.
• Experience in customer support via email, with growing confidence in taking and making business calls.

• Comfortable with Microsoft Excel (rated 9/10) – has used advanced formulas and generated reports.
• Used SAP in a logistics setting.
• Basic familiarity with Google Workspace tools.

• She has gained valuable experience working in the construction and engineering industry, holding roles as an Office Engineer and Junior Civil Engineer.
• Her experience at a multinational construction company involved assisting in project planning, contract management, and technical documentation, which demonstrates her ability to work in a fast-paced engineering environment.
• Additionally, her previous role as a Junior Civil Engineer enhanced her skills in cost estimation, technical drawing, and project coordination. 
• She is available to start immediately.

• She is proficient in AutoCAD, SketchUp, STAAD, and Planswift, which are essential tools for structural analysis and project planning.
• Her competency in Microsoft Office and basic programming knowledge in MATLAB, Python, and JavaScript adds versatility to her skill set.
• She has also obtained relevant certifications, including training in ISO 9001:2015, FIDIC contracts, and concrete troubleshooting, showcasing her commitment to continuous professional development.

• Driven to protect the company against risk by thoroughly leveraging their background and strictlynfollowing “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
• Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems.
• Dependable, consistent and needs familiar environments and coworkers to be most productive.
• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
• Methodical, steady, and even-paced; loses productivity when interrupted.
• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.

Keanna-mari is thoughtful, disciplined, and particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within their area of expertise.
Works at a steady, even pace, leveraging their background for the betterment of the team, company, or customer.

With experience and/or training, they will develop a high level of specialized expertise. Serious and dedicated to the job and the company. Their work pace is steady and even-keeled, and they’re motivated by a real concern for getting work done thoroughly and correctly. Discipline and circumspect thinking will lend
caution to their decision-making; Keanna-mari plans ahead, double checks, and follows up carefully on decisions and actions.

Patz has 12+ years of professional experience, primarily in the BPO industry, specializing in workforce management and customer service operations. Starting as a Customer Service Representative, they earned several accolades, including the "Sweet Talk Award" for excellent customer engagement. Progressing through roles such as Service Tier Mentor, Mission Control Analyst, and Scheduling Analyst, Patritze has developed a strong expertise in real-time monitoring, capacity planning, and staff management. Currently serving as an Assistant Manager for Workforce Management, Patritze leads a team responsible for performance monitoring and operational efficiency across multiple accounts.

• Supervisory experience overseeing Mission Control and Scheduling Analysts.
• Expertise in workforce tools such as Aspect eWFM, eRTA, and IEX.
• Demonstrated success in maintaining KPIs like AHT, CSAT, and QA.
• Leadership in adapting staffing models to client requirements and optimizing efficiency.

Patz's ability to enhance team performance and ensure operational excellence is evident in their accomplishments:

• Transitioned to elite customer accounts due to exceptional performance.
• Managed staffing requirements and ensured SLA adherence through robust scheduling and adherence strategies.
• Played a pivotal role in procedural and operational improvements within the workforce management domain, ensuring higher team productivity and client satisfaction.

He possesses advanced skills in workforce management platforms and tools:

• Proficient in Microsoft Office (Excel, Word, Outlook) and workforce management systems (Aspect, IEX).
• Strong analytical and troubleshooting skills for software and hardware systems, complemented by operational insight for internet browsers and Windows OS.
  These skills have been consistently applied to enhance workflow efficiency and reporting accuracy.

He is currently employed and he is available to work after 2 weeks notice

Collaborator - The Predictive Index

Eunice is a Virtual Assistant and Accounts Administrator with 5 years of freelance experience supporting Australian, US, and Canadian businesses in accounting, bookkeeping, payroll support, and operational administration. Skilled in managing accounts payable and receivable, bank reconciliations, invoicing, payroll assistance, financial reporting, and executive support. Experienced in working directly with CEOs and business owners in remote environments while handling confidential financial and administrative tasks with accuracy and professionalism.

Brings an additional 10 years of customer service experience from international-facing industries, demonstrating strong communication skills, client relationship management, and the ability to thrive in fast-paced environments.

• Accounts Payable & Accounts Receivable
• Bank Reconciliation
• Payroll Support & Processing
• Financial Reporting
• Invoice Preparation & Management
• Data Entry & Financial Records Management
• ITR Support
• XPM Financial Administration
• Vendor Payment Processing
• Receivables Follow-up

• Executive Assistance
• Email Management
• Calendar & Task Coordination
• Operational Administration
• Document Processing
• Client Communication
• Follow-up Calls & Coordination
• Remote Team Collaboration

• Loan Application Processing
• Client Document Collection
• Mortgage Documentation Review
• Bank Requirement Coordination
• Client Qualification Assistance

• International Customer Support
• Client Relationship Management
• Professional Written & Verbal Communication
• Problem Solving
• Multi-client Management

• Facebook Management
• Instagram Management
• LinkedIn Management
• Basic Video Editing
• Visual Content Creation

• Xero
• QuickBooks
• Microsoft Excel
• Microsoft Outlook
• Upwork
• General Accounting & CRM Platforms

2020 – Present

Worked with international clients, particularly Australian businesses, providing accounting, bookkeeping, payroll support, administrative assistance, and operational support.

• Managed accounts payable and receivable records
• Assisted with payroll processing using Xero and QuickBooks
• Performed bank reconciliations and financial reporting
• Supported preparation of financial documents and ITR-related tasks
• Handled invoice processing and vendor payments
• Worked directly with the CEO on administrative and accounting functions

• Processed mortgage and loan applications
• Coordinated client documentation and compliance requirements
• Communicated with clients regarding loan requirements and updates
• Assisted with email management and operational support
• Managed social media accounts including Facebook, Instagram, and LinkedIn
• Created visuals and performed basic video editing for marketing support

Casino Industry | Prior to Freelancing

• Built strong customer service and communication skills through direct interaction with international customers
• Developed professionalism, attention to detail, and the ability to work effectively under pressure
• Gained experience in customer engagement and relationship management in a fast-paced environment

• Eunice Franchette Biascan demonstrates a solid foundation in accounting, payroll, and administrative support, with relevant work experience across multiple roles, including Real Estate VA, Payroll Assistant, Legal Assistant, and Internal Audit Officer.
• Her educational background in Accounting Technology provides her with a strong base in accounting principles and business law, though she is relatively new in terms of formal academic qualifications.
• Effectively managed data entry, billing, and collections in real estate support, showcasing her ability to handle diverse financial tasks and client interactions.
• Streamlined payroll processes by implementing efficient data collection and collaboration practices, demonstrating her capacity for process improvement.
• Provided high-level legal support and contributed to compliance audits and reporting, indicating her versatility and attention to detail in legal and compliance environments.
• Proficient in accounting and payroll management, customer service, and executive assistance, Eunice is skilled in tools such as Xero, QuickBooks, Excel, and Google Workspace.
• Her experience with communication and project management tools like Slack and Asana, along with her ability to adapt to various office tools, highlights her strong technical adaptability and support capabilities.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Eunice Franchette is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Eunice Franchette gets along easily with a wide variety of people.

• Candidate has a total of 3 years experience as a Virtual Assistant handling social media, accounting and administration.
• Her primary skills:  Canva (10/10), Excel (8/10), social media management
• Additional Skills: Basic WordPress, familiarity with Wix and Strikingly, basic invoicing and billing
• Development Goals: Plans to enhance skills with upcoming courses in bookkeeping and SEO

• End-to-End Conveyancing Experience

  • Two years of direct experience managing residential and commercial property transactions

  • Strong knowledge of Queensland conveyancing processes; some exposure to Victoria and New South Wales contracts

  • Experienced in file openings, contract handling, and full transaction lifecycle support

• PEXA Proficiency

  • Skilled in creating and managing PEXA workspaces, including inviting participants, lodging documents, and preparing for settlement

  • Familiar with uploading settlement figures and completing transactions electronically

  • Able to work independently in PEXA with minimal oversight for most tasks

• Off-the-Plan (OTP) Transaction Exposure

  • Hands-on experience supporting OTP transactions from pre-registration to settlement

  • Understands the importance of compliance with strict timelines and coordination with all parties involved

  • Can handle the nuances and longer contract formats associated with OTP matters

• Legal Systems Knowledge

  • Proficient in Actionstep and LEAP for legal matter management and documentation

  • Adaptable to different CRMs and conveyancing software based on prior roles in legal support settings

• Administrative and Client Support Skills

  • Manages solicitor inboxes, schedules, and communications with banks, agents, and clients

  • Demonstrates strong organizational skills and attention to detail

  • Effective communicator with a proactive, client-centered approach

• Additional Professional Experience

  • Former Learning Operations Analyst with experience in training facilitation and documentation within a corporate insurance environment

  • Background in customer service roles, contributing to excellent interpersonal and resolution skills

Kamille is a dedicated and detail-oriented Conveyancing Paralegal with two years of comprehensive experience managing residential and commercial property transactions. She excels in ensuring compliance with state-specific regulations, processing settlements, and maintaining seamless case management. Her commitment to delivering high-quality support in fast-paced legal environments sets her apart. With a Bachelor’s degree in Accountancy, Kamille combines her analytical and organizational skills to complement her legal expertise effectively.

• Years of Experience: 2 years as a Conveyancing Paralegal, with additional roles in training operations and customer service, giving her a well-rounded skill set.
• Relevant Work Areas:
  • Managed property settlements in Queensland and Victoria, ensuring legal compliance and precision.
  • Processed property settlements using PEXA, handling tasks such as document lodging, fund verification, and coordinating with all parties to ensure timely settlements.
  • Created and updated legal matters in Actionstep, contributing to thorough and organized case management.
• Industries Served: Conveyancing, Insurance, and Shared Services sectors.
• Certifications and Trainings:
  • Proficient in PEXA for electronic property settlements, handling end-to-end processes.
  • Experienced in developing and implementing training materials in a shared services setting, enhancing team capabilities.

• In her role as a Settlement Agent, Kamille has managed numerous property transactions using PEXA for both residential and commercial properties, particularly in Queensland and Victoria. Her responsibilities include workspace setup, document lodgment, fund verification, and coordination with financial institutions and conveyancers. This experience highlights her adaptability and attention to detail in navigating complex transactions.
• Kamille’s training role at AIG, where she designed process-related training materials, demonstrates her ability to transfer knowledge effectively and support team growth. These achievements reflect her strategic thinking and her capability to handle both legal and operational challenges.

• Key Skills:
  • File Management
  • Attention to Detail
  • Communication and Organization
  • Planning and Strategy
• Tech and Software Proficiency:
  • Proficient in PEXA for electronic conveyancing, handling tasks such as inviting participants, managing lodgment, and ensuring compliance with financial adjustments.
  • Experienced in Actionstep for legal case management, creating and maintaining detailed records.

1. PEXA Transactions: Kamille has processed a variety of property settlements, ensuring compliance with state-specific regulations. Her role includes preparing workspaces, verifying funds, and coordinating with all stakeholders to facilitate smooth settlements.
2. Workspace Management: She regularly creates PEXA workspaces, invites participants, and closely monitors lodgment and settlement schedules to avoid delays. Her proactive approach ensures timely and accurate transactions.
3. Issue Resolution: Kamille has experience addressing common issues such as document requisitions and settlement delays by working with relevant parties to resolve them efficiently, ensuring transactions proceed without further complications.
4. Financial Accuracy: She handles financial adjustments and fund disbursement in the PEXA workspace, verifying all figures for accuracy and compliance with regulatory standards.
5. End-to-End Conveyancing: Kamille manages conveyancing processes from initiation to completion, overseeing electronic lodgments, document preparation, and ensuring all deadlines are met.

Adapter - The Predictive Index
 

• Joan has gained more than 4 years of remote work experience with diverse background in executive assistance, remote administration and some project management.
• She has worked with Australian clients handling administrative tasks, including booking appointments, managing calendars, social media management, and customer support.
• She also reported directly to clients, ensuring customer queries were addressed and managed efficiently.
• Her project management experience include:
  • Experienced in providing executive support, handling email management, scheduling meetings, and note-taking.
  • Assisted with project management tasks using tools like Asana, Trello, Monday.com, and Jira.
  • Handled executive assistant responsibilities for HR, ensuring smooth workflow and task management.
• She gained experience on the following technologies:
  • Project Management Tools:
    • Jira, Confluence, Trello, Asana, Monday.com, Notion.
  • CRM Platforms:
    • GoHighLevel, HubSpot, Salesforce.
  • Administrative & Communication Tools:
    • Google Workspace (Docs, Sheets, Slides), Microsoft Office (Word, Excel, PowerPoint).
    • Familiar with creating reports, handling pivot tables, and complex formulas in Excel.
  • Social Media Management:
    • Managed social media accounts on LinkedIn, Facebook, Twitter, and Instagram using Sprout Social.
  • Other Tools:
    • Amazon Seller Central, Time Doctor, Hubstaff, and Teramine (for work monitoring).
• She is amenable to start immediately.

• Matthew has been working for 7 years in different companies in BPO industry. He handled different positions such as Speech Transcriptionist, Technical Support Representative, and Customer Service Representative. He started working as a Customer Service Representative back in 2016. He supported the following tasks:
  • Data entry 
  • Admin
  • Customer Service
  • Transcriptionist
  • Technical Support
  • Trouble shoot 
  • Ticketing
  • Email support
• He is proficient in systems such as CRM, ITC, and Microsoft tools.
• Matthew is available to start immediately and she is amenable to working the day shift for any part-time or fulltime position.

• Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
• Risk-taking, daring, and focus on future goals; this individual is more concerned with where they’re going than either how they’ll get there, or where they’ve been. Adaptable, operates flexibly.
• Fluent, enthusiastic, and comparatively frequent in communication; a motivator who pays attention to others’ points of view.