Ezrael Pagayunan
Summary
Highly organized and detail-oriented professional with experience in executive assistance, administrative support, and team coordination. Skilled in managing executive schedules, travel arrangements, and meeting logistics to ensure seamless operations. Strong interpersonal and communication abilities, fostering collaboration across teams and stakeholders. Adept at handling office management software, CRM systems, and administrative protocols to enhance efficiency. Proactive problem-solver with a focus on optimizing workflows and delivering exceptional support in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Operations Support and Executive Assistant
CPG
05.2022 - 01.2025
- Assist Lead Agent with day to day management
- Managing CRM and Sales Pipeline
- Streamlined executive communication by managing emails, and scheduling appointments.
- Supervise other VA Team member
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Assisted in the development of company policies and procedures, contributing to a more organized work environment.
- Improved office efficiency by implementing new filing systems and document management processes.
- Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
Brivity Support Advisor
Brivity Platform
04.2021 - 11.2021
- Team Support and New Advisors Trainer
- Inbound/Outbound Customer Support Advisor
- Process and Training Development
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
Operations Manager
Brivity VA
09.2019 - 04.2021
- Client Communications (Health Check-Ins, VA updates) and Client Retention
- Assist Operations Director with day-to-day management of the organization
- Framework Development (Ground Up) and Processes Creation
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
Client Care Coordinator
Brivity Platform
07.2016 - 09.2019
- Inbound and Outbound Calls, Email and Chat Technical Support Representative
- Assisted with Billing inquiries
- New user on-boarding
- Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.
- Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions.
- Developed strong relationships with clients to build trust and loyalty, resulting in repeat business.
Account Manager
Quoth Call
02.2014 - 12.2015
- Dealing with all aspects of a campaign
- Completing administrative tasks, as required
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Education
B.S. - Advertising
CENTRAL PHILIPPINE UNIVERSITY
Skills
- Leadership
- Interpersonal Communication
- Data Analysis
- Organization
- Adaptability
- Team Management
- Problem-Solving
- Project Management
- Flexibility
- Administrative Skills
- Time Management
- Executive support
- Operations management
- Customer relationships
- Employee relations and conflict resolution
- Schedule & calendar planning
- Office administration
Timeline
Operations Support and Executive Assistant
CPG
05.2022 - 01.2025
Brivity Support Advisor
Brivity Platform
04.2021 - 11.2021
Operations Manager
Brivity VA
09.2019 - 04.2021
Client Care Coordinator
Brivity Platform
07.2016 - 09.2019
Account Manager
Quoth Call
02.2014 - 12.2015
B.S. - Advertising
CENTRAL PHILIPPINE UNIVERSITY
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