Hi, I’m
Editha Santos
San Luis, Antipolo City
Summary
Detail-oriented professional with more than 15 years in executive - level administrative and operational support. Demonstrates excellent time management and organizational skills to meet business targets, perform under pressure and manage complex workload. Provides strong support that helps executives and teams focus on key business goals. Reliable, results-driven, and prepared to make impactful contribution to organization.
Overview
25
years of professional experience
Work History
Rocket Station Careers Inc.Remote
Process Coordinator
12.2021 - Current
Job overview
- Deliver person aligned workflow and process documentation to enhance VA’s efficiency and ensure
alignment across organization. - Provide administrative assistance to cross-functional units,
ensuring timely communication and smooth task execution. - Record project completions and task updates accurately in
CRM platforms, including HubSpot and Monday.com. - Apply standardized templates, naming conventions, and taxonomy to support Virtual Assistant's consistency and usage.
- Overcame the challenges posed by tight deadlines and resource constraints by devising innovative strategies for streamlining processes.
Oz Tutors and Learners Remote
Freelance Academic Report Specialist
06.2018 - 12.2021
Job overview
- Conducted in-depth research and develop structured reports,
essays, marketing and business plans, and project proposals that align with academic standards and client requirements. - Reviewed and refine existing academic content for grammar,
clarity, coherence, and compliance with academic
conventions.
Right Hook Digital Remote
Client Liaison/Virtual Assistant
05.2020 - 11.2020
Job overview
- Worked closely with a pod of multi-channel Strategists, Media Buyers, Creatives, and Copywriters, while also engaging directly with clients to exponentially grow their business through digital marketing.
- Provided executive-level administrative support to multiple
clients, including managing emails, coordinating schedules,
and preparing and distributing meeting minutes.
Transcom Pasig, Metro Manila, Philippines
Senior Business Coordinator
04.2016 - 05.2018
Job overview
- Served as key administrative liaison between executives, clients,
and internal departments. - Scheduled and facilitated meetings, maintained reports, coordinated travels and monitored performance metrics for various BPO accounts.
- Supported leadership in client visits, executive meetings, and
performance updates. - Coordinated employee engagement initiatives/events for Customer Service Representatives, resulting in improved performance levels and reduced turnover rates.
- Provided administrative support to the VP of operations on personal expense reports and travel reservations.
Transcom Pasig, Metro Manila, Philippines
Business Coordinator
12.2009 - 04.2016
Job overview
- Managed daily administrative operations, supporting
executives and internal teams with scheduling,
correspondence, and report generation. - Streamlined processes by identifying inefficiencies and implementing solutions through process documentation, resulting in increased productivity
- Coordinated internal communications across multiple
departments to align with client requirements. - Organized the development and execution of incentive
initiatives for the Operations team, driving measurable
improvements in productivity and employee morale.
TranscomPasig, Metro Manila, Philippines
Quality Assurance Supervisor
05.2006 - 11.2009
Job overview
- Managed team performance by providing regular training, feedback, and guidance to Quality Assurance Specialists.
- Analyzed and reported data from all available resources to provide quality improvement and meet client's objectives.
- Prepared performance reports and trained new QA staff,
increasing productivity by 20%. - Facilitated regular meetings with Operations Team and client to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to Quality Assurance.
TranscomPasig, Metro Manila, Philippines
Quality Assurance Specialist/Analyst
02.2004 - 05.2006
Job overview
- Listening to live or recorded calls, to assess agent adherence to scripts, product knowledge, empathy, and overall professionalism.
- Provided quantitative feedback on agent strengths and weaknesses based on the metrics set by the client and Quality Team.
- Delivered coaching and training sessions to agents based on monitored results to improve their skills and address gaps.
Ambergris SolutionsPasig, Metro Manila, Philippines
Customer Service Representative
08.2003 - 02.2004
Job overview
- Assisted customers by answering questions and responding to inquiries.
- Addressed customer account discrepancies and concerns on their monthly invoice.
- Offered MCI services and products beneficial to the customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Advanced Contact SolutionsMakati City, Metro Manila, Philippines
Quality Assurance Specialist
06.2003 - 02.2004
Job overview
- Monitored calls, analyzed data, provided feedback, and maintained compliance with company/client standards focusing on performance improvement, customer satisfaction, and process adherence, often using specific QA tools and reporting systems for an airline ticketing system.
- Enhanced team collaboration and conduct meetings with Operations Team to discuss Quality Assurance findings and improvements.
SVI ConnectPasig, Metro Manila, Philippines
Contact Center Agent
04.2001 - 06.2003
Job overview
- Contacted residential /commercial prospects through outbound telemarketing.
- Met quarterly goals of new qualified leads through telemarketing phone calls.
- Presented the advantages and benefits of products and services offered to meet customers needs.
Education
St. Paul University Quezon City
Bachelor of Arts from Mass Communication
03-2001
Skills
- Quality monitoring
- Process documentation
- Process mapping
- Teamwork and collaboration
- Customer service
- Excellent communication
- Adaptability and flexibility
- Effective communication
- Active listening
- Organizational skills
- Team collaboration and leadership
- Attention to detail
- Quality assurance
- Performance monitoring
- Written communication
- Coordinating daily operations
Personal Information
Timeline
Process Coordinator
Rocket Station Careers Inc.
12.2021 - Current
Client Liaison/Virtual Assistant
Right Hook Digital
05.2020 - 11.2020
Freelance Academic Report Specialist
Oz Tutors and Learners
06.2018 - 12.2021
Senior Business Coordinator
Transcom
04.2016 - 05.2018
Business Coordinator
Transcom
12.2009 - 04.2016
Quality Assurance Supervisor
Transcom
05.2006 - 11.2009
Quality Assurance Specialist/Analyst
Transcom
02.2004 - 05.2006
Customer Service Representative
Ambergris Solutions
08.2003 - 02.2004
Quality Assurance Specialist
Advanced Contact Solutions
06.2003 - 02.2004
Contact Center Agent
SVI Connect
04.2001 - 06.2003
St. Paul University Quezon City
Bachelor of Arts from Mass Communication