Alejandro Jr. Amoto Bernardo
Executive Assistant
Guiguinto, Province Of Bulacan
Summary
Results-driven operations and client partnership professional with over 9 years of experience in Telco and BPO industries, spanning executive support, account management, team leadership, and end-to-end operational oversight. Proven track record in managing large teams (200+ agents, 13–15 team leaders), driving operational efficiency, workforce development, and cross-functional collaboration.
Expert in client services management, account growth, financial oversight, and performance analytics, ensuring contractual compliance, maximizing revenue, and maintaining high client satisfaction. Skilled in strategic planning, project management, process optimization, and operational governance, leveraging data-driven insights to improve outcomes and inform executive decision-making.
Demonstrated success in building strong client and vendor relationships, leading onboarding, discovery calls, and executive communications. Experienced in sales, business development, digital marketing, and multi-channel client engagement, with a focus on workforce engagement, mentoring, and culture-building. Adept at using CRM systems, reporting tools, and workflow management to drive accountability, scalability, and operational excellence.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Executive Assistant to the CEO
Laura Jeannette Aesthetics & Co
11.2025 - Current
- Provide strategic leadership and operational oversight in direct partnership with the CEO, managing executive priorities and day-to-day business operations.
- Drive process optimization and cross-functional execution to enhance efficiency and scalability across the organization.
- Play a key role in client partnership and revenue growth initiatives by leading discovery calls, qualifying opportunities, gathering requirements, and supporting client onboarding and relationship management.
- Lead drafting, review, and coordination of contracts, proposals, and operational documentation, ensuring alignment with commercial strategy, service delivery standards, and risk controls.
- Oversee the company’s digital presence, including website and social media platforms, to support brand visibility, client engagement, and growth initiatives.
- Serve as a senior liaison across leadership, internal teams, and external stakeholders, driving accountability, operational alignment, and a consistent, high-quality client experience.
- Manage executive calendars, meetings, travel coordination, and confidential communications to ensure seamless day-to-day operations.
- Organize company conferences and recurring meetings, troubleshoot operational issues, and implement processes to maintain office efficiency and information security.
Operations Manager
VXI Philippines
08.2024 - 11.2025
- Provide executive leadership over end-to-end client operations, owning service delivery, operational governance, and commercial performance to meet contractual obligations and business objectives.
- Directly lead an organization of 200+ agents and 13–15 Team Leaders, establishing accountability, performance standards, and leadership cadence across all levels.
- Drive strategic, data-driven decision-making by analyzing performance trends, identifying operational bottlenecks, and implementing action plans to improve efficiency, quality, and customer outcomes.
- Maintain oversight of day-to-day operational execution, conducting performance reviews, supervising staff, and ensuring compliance with company policies.
- Serve as the primary escalation point and trusted partner for client stakeholders, ensuring timely resolution of issues and high client satisfaction.
- Develop and execute initiatives to maximize customer satisfaction, foster cross-department collaboration, strengthen company culture, and upskill the workforce.
- Govern critical operational and financial KPIs, including absenteeism, SLA compliance, capacity planning, and gross margin, balancing client satisfaction with cost control, scalability, and long-term profitability.
Account Manager – Client Services
VXI Philippines
05.2022 - 08.2024
- Provide strategic leadership over key client accounts, serving as the primary liaison between clients and internal teams to ensure seamless service delivery, operational excellence, and adherence to contractual obligations.
- Manage account performance by monitoring financials, maximizing opportunities for additional revenue or bonuses, mitigating penalties, and ensuring payments align with contract terms.
- Conduct data-driven analysis to provide strategic recommendations to the operations team, improving processes, efficiency, and client outcomes.
- Ensure all departments—including operations, quality, and training—adhere to the statement of work and meet client expectations.
- Build and maintain strong client relationships through regular account reviews, quarterly business reviews, client visits, and participation in client summits, proactively addressing escalations to maintain high retention and satisfaction.
- Collaborate with sales and internal teams to identify upsell opportunities, develop customized account plans, and provide comprehensive reporting for data-driven client decisions.
- Drive cross-functional alignment, clear communication, and operational accountability, supporting workforce development, training initiatives, and overall success of client engagements.
Chief of Staff/ Site Engagement Officer
VXI Philippines
11.2020 - 05.2022
- Provided strategic support to the Site Director while leading employee engagement initiatives that strengthened workplace culture, morale, and alignment with company values.
- Oversaw site-wide projects and initiatives from planning and logistics to execution and reporting, ensuring timely delivery and alignment with organizational goals.
- Acted as the primary point of contact for logistics during executive or client visits, coordinating with all departments to facilitate approvals and support operational needs.
- Managed communications with external vendors to execute events, projects, and initiatives, including large-scale corporate events and outreach programs.
- Tracked completion of site-wide tasks and initiatives, compiling and submitting comprehensive reports to the Site Director for informed decision-making.
- Conducted focused group discussions to gather employee feedback, identify improvement opportunities, and inform future initiatives.
- Maintained cross-functional alignment by coordinating with department heads and business leaders, providing operational support, and ensuring accountability across initiatives while enabling the Site Director to focus on strategic priorities.
Team Manager / Subject Matter Expert
VXI Philippines
06.2019 - 11.2020
- Led and coached a high-performing team to achieve operational excellence, enhance customer satisfaction, and drive business results.
- Oversaw day-to-day team operations, monitored KPIs, and implemented data-driven strategies to improve productivity, quality, and client outcomes.
- Directed recruitment, onboarding, and ongoing training programs to build and maintain a skilled, motivated workforce while fostering a culture of continuous improvement and accountability.
- Collaborated with cross-functional departments to streamline processes, optimize resource allocation, and ensure alignment with organizational goals.
- Championed process improvements, quality assurance initiatives, and risk management frameworks, reducing errors, preventing project delays, and increasing profitability.
- Acted as the primary liaison for clients and vendors, resolving escalations, negotiating favorable terms, and maintaining strong relationships to drive retention and growth.
- Led strategic planning, project execution, and reporting, providing insights and recommendations to senior leadership for operational and business decisions.
- Developed and executed employee recognition programs, performance reviews, and knowledge-sharing platforms, boosting morale, retention, and team effectiveness while ensuring compliance with policies and industry regulations.
Sales Associate
VXI Philippines
08.2016 - 11.2018
- Delivered exceptional customer support while consistently achieving sales targets in a fast-paced retail environment.
- Built strong customer relationships to drive repeat business and brand loyalty through needs-based and suggestive selling techniques.
- Resolved customer concerns professionally, ensuring high satisfaction and retention, while providing product guidance, promotional information, and merchandise assistance.
- Supported store operations by maintaining inventory, rotating stock, and ensuring an organized and welcoming environment.
- Collaborated with team members to improve store performance, sharing best practices and assisting in training new staff for seamless onboarding.
- Maintained professionalism and composure during high-stress periods, contributing to an efficient, customer-focused store experience.
Education
Bachelor of Science - Secondary Education
Bulacan State University
Malolos, Province Of Bulacan, PhilippinesSecondary Education -
Tiaong National High School
Guiguinto BulacanSkills
Account & Client Management: Account Management, Client Services Management, Account Servicing, Territory Account Management, Business-to-Business (B2B), Strategic Partnerships
Operations & Support Management: Support Services Management, Operations Management, Executive Support, Administrative Support, Office Management, Executive Services, Process Optimization, Workflow Management
Leadership & Team Development: Team Leadership, Staff Training & Development, Performance Coaching, Employee Engagement, Cross-functional Collaboration, Workforce Upskilling, Change Management
Project & Program Management: Project Management, Program Oversight, Initiative Planning & Execution, Event Planning & Corporate Outreach, Strategic Action Planning
Financial & Performance Oversight: Budget Management, Financial Analysis, Revenue Growth, KPI Governance (SLA, Absenteeism, Capacity, Gross Margin), Contract Compliance, Risk Management
Client-Facing & Business Growth: Business Development, Client Onboarding, Upselling & Revenue Expansion, Customer Retention, Relationship Management, Escalation Management
Data & Reporting: Data Analysis, Reporting & Analytics, Strategic Recommendations, Performance Trend Analysis, Market Research
Digital & Marketing: Digital Marketing, Social Media Management, Content Management, E-commerce
Sales & Commercial Expertise: Sales Process, Customer Engagement, Suggestive Selling, Lead Qualification, Channel Partners
Communication & Stakeholder Management: Strategic Communication, Executive Communication, Liaison with Internal & External Stakeholders, Vendor Management, Client Summit & Executive Visit Coordination
Systems & Tools: CRM Software, MS Office Suite, Project Management Tools, Workflow Automation Tools
Accomplishments
- Consistent Top Performer: Recognized as a high-performing agent and Team Leader, maintaining excellent people metrics, high productivity, and client satisfaction; received multiple client commendations for service excellence.
- Awarded “Support of the Year”: Honored for outstanding contributions as Chief of Staff / Site Engagement Officer and Client Relations Manager / Account Manager, demonstrating exceptional operational support and client management.
- Operational Excellence: Successfully managed and led 200+ agents and 13–15 Team Leaders, achieving SLA, absenteeism, capacity, and gross margin targets while improving team efficiency and performance.
- Client Retention & Growth: Maintained high client retention rates and drove revenue expansion through strategic account management, upselling opportunities, and proactive issue resolution.
- Strategic Project Delivery: Led multiple site-wide initiatives, corporate events, and outreach programs, ensuring projects were completed on time, within scope, and aligned with company objectives.
- Data-Driven Decision Making: Provided strategic recommendations to operations teams through performance analysis, trend identification, and actionable insights that improved service delivery and client outcomes.
- Employee Engagement & Development: Developed and executed training programs, mentoring, and recognition initiatives, resulting in higher team motivation, lower turnover, and increased productivity.
- Process Improvement & Governance: Championed quality assurance initiatives, process optimization, and compliance frameworks, reducing errors, improving operational efficiency, and ensuring adherence to contractual obligations.
- Cross-Functional Leadership: Acted as a key liaison across leadership, internal teams, and external stakeholders, ensuring alignment, accountability, and seamless execution of business and client initiatives.
- Digital & Marketing Impact: Oversaw the company’s website and social media platforms, supporting brand visibility, client engagement, and business growth initiatives.
- Revenue & Financial Oversight: Monitored financials, contracts, and opportunities for additional revenue or bonuses, ensuring clients were billed according to contracts and operational KPIs were met.
Certification
7 Habits of an Effective Leader
Timeline
Executive Assistant to the CEO
Laura Jeannette Aesthetics & Co
11.2025 - Current
Teams of Trust
08-2025
Operations Manager
VXI Philippines
08.2024 - 11.2025
Account Manager – Client Services
VXI Philippines
05.2022 - 08.2024
Chief of Staff/ Site Engagement Officer
VXI Philippines
11.2020 - 05.2022
Team Manager / Subject Matter Expert
VXI Philippines
06.2019 - 11.2020
Rising Star
06-2018
7 Habits of an Effective Leader
03-2018
Leadership Academy
01-2017
Sales Associate
VXI Philippines
08.2016 - 11.2018
Bachelor of Science - Secondary Education
Bulacan State University
Secondary Education -
Tiaong National High School
References
- Jessie, Dorado, Associate Director, (+63) 999-227-9958, VXI PH
- Tina, Macabulos, Senor Director, (+63) 949-880-8272, VXI PH