- Lead and advocate company process documentation (SOPs), identify gaps , implement improvements and follow through team commitments and compliance - Partnered directly with company directors for both retail and wholesale operations, contributing to strategic decision-making and business growth.- Collaborated closely with the HR Team on talent management, recruitment, and employee development initiatives.- Spearheaded project management efforts, overseeing timelines, and resource allocation to ensure successful project execution.- Played a key role in product development and launch initiatives, ensuring alignment with customer needs and market trends.- Drove system improvement projects, streamlining processes and enhancing operational efficiency, resulting in a 15% increase in productivity.-Involved in course development planning, creating educational content to enhance team skills and knowledge.- Provided Executive Assistant (EA) support to company directors, managing schedules, communications, and administrative tasks.- Implemented process improvements that contributed to cost savings and operational excellence.- Managed daily operations, including resource allocation, task prioritization, and quality assurance, to ensure continuous improvement.- Analyzed operational data to identify trends and opportunities, leading to measurable business outcomes.

- Lead and manage a team of virtual staff members working across different departments responsible for order processing, delivery coordination, marketing, sales development, and quality control to ensure efficient and effective operations.- Ensure that all team members are meeting their individual and team goals.- Identify areas for improvement, development and implement strategies and procedures to improve team efficiency, productivity and accuracy.- Provide training, coaching, and support to team members to improve their performance and skills.- Maintain and analyze department data to identify trends and opportunities for improvement.- Manage multiple projects and teams to ensure successful delivery on time.- Coordinate with cross-functional teams to ensure that project resources are allocated effectively.- Work closely with the Director, Sales Team, Management, and Customer Service team to develop and implement strategies to improve sales and customer satisfaction.- Develop marketing campaigns and strategies, and ensure alignment with company objectives.- Work closely with the Human Resources to develop and implement employee retention programs.

Data gathering / researchCalendar ManagementGoogle Sheets Reporting Updating and building database - CRM  Newsletter - MailchimpWebsite management - WordPress Manual Procedure listingSocial Media Management (Facebook & Instagram)

Tasked to provide real time support and supervision to Technical Support Professionals in resolving basic to advanced Xbox related issues. Conducted team handling, technical updates and one on one coaching. Provided approvals for escalations and other policy related concerns in compliance with client knowledge base. Submitted weekly reports which includes data gathering, data analysis, AFI identification, action plan generation and execution. Performed other Ad Hoc duties. Assigned to be part of Hardware Tier 3 escalations team where I worked with Microsoft foreign employees in logistics/tracking, direct warehouse follow ups and was given power to approve out of policy issues. Chosen to be a Vendor Admin responsible for managing active and non-active accounts that agents are using in client tools.

Xbox Universal ChatHelped customers in troubleshooting Xbox profile, Microsoft Account, hardware, software, network connectivity and accessories related issues. Assisted customers in resolving digital games and media contents download or license problems. Provided assistance in managing billing issues related to first party & third party subscriptions and other purchases.

Windows 8Helped customers in diagnosing, troubleshooting and identifying solutions to resolve issues with Windows 8 and older versions. Walked customers through the process of installing the software on their machines and starting up the program for the first time. Assumed remote control over customers’ computers when necessary to resolve problems.

Dell XPS HardwareProvided first level phone-based technical support to Dell XPS hardware, Operating System and/or peripherals using documented procedures and available tools. Assisted customers in placing replacement or repair orders.

Conducted English lessons through virtual classroom to Japanese young learners and working professionals. Job also included instructing students in reading, writing, and conversing with focus on cultivating conversational and job-related communication skills. Carried out chosen curriculum or lesson plan by the students. Monitored and documented learning progress for regular and normal students.

Program: Charter Communications (Spectrum) Tasked to provide excellent phone-based technical support to customers experiencing internet connection issues. Assisted customers in configuring wired/wireless network settings. Provided assistance in resetting email password and basic email set up. Offered additional services by analyzing customer needs and solutions.