Operations & Customer Support Specialist | Virtual Assistant | Remote Operations

I was the social manager of our company "Kalye Barako" with currently 15,000+ followers.I manage and grow the cafe’s social media presence across Facebook engaging an audience of 15,000+ followers. I develop and implement content strategies to drive brand awareness, customer engagement, and sales. Also i create and schedule compelling visual and written content, including promotional posts, product highlights, and community engagement pieces. Analyze social media insights and trends to optimize performance and increase reach and engagement. Respond to customer inquiries and feedback promptly, fostering a positive brand reputation. Collaborate with the team to align social media marketing with promotions, events, and business goals.

Chief Operating Officer Kalye Barako March 2022 – Present Oversaw daily operations, ensuring smooth workflow across all departments, including kitchen, service, and logistics. Developed and implemented operational strategies to improve efficiency, cost-effectiveness, and customer satisfaction. Managed supplier relationships, inventory, and procurement to maintain quality standards while controlling costs. Led and trained staff to maintain high service standards and a positive work culture. Coordinated marketing initiatives, special events, and collaborations to enhance brand visibility and profitability.

Customer Experience, Staffing & Operations • Lead end-to-end customer support across phone, email, live chat, and SMS, ensuring timely resolution and high satisfaction. • Own customer cases from inquiry to resolution, including order management, amendments, refunds, and escalations. • Identify recurring service issues and collaborate with internal teams to improve workflows and service quality. • Provide daily operational support to onsite teams to ensure smooth service delivery. • Support hiring, interviews, onboarding, and ongoing staff training. • Manage rosters, shift coverage, and staffing coordination to meet operational demands. • Maintain strong relationships with staffing suppliers, including negotiations and performance alignment. • Oversee staff documentation, operational records, and invoicing to ensure accuracy and compliance. • Act as a bridge between customer service, staffing, and operations to keep systems aligned and efficient. • Review, process, and track invoices related to staffing and operational services, ensuring accuracy, cost control, and timely processing.