Summary
Overview
Work History
Education
Skills
Certification
Achievements And Recognitions
Technical And Soft Skills
Software
Accomplishments
Languages
Task Expertise
Client Testimonials
Timeline
Lovely Iñigo

Lovely Iñigo

Strategic Executive Partner | High‑EQ Ops Specialist | Calm in Chaos | The Fixer You Want on Speed Dial
Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford

Summary

Executive Virtual Assistant | Operations & Client Success Partner

I’m a strategic, results-oriented Executive Virtual Assistant who helps entrepreneurs, executives, and small business owners stay organized, efficient, and focused on growth.

With over 10 years of experience across business development, client success, communications, and operations, I provide high-level virtual support that keeps your business moving forward—without the micromanagement.

I've worked across diverse, fast-paced industries including tech, healthcare, finance, telecommunications, e-commerce, and travel. I understand the unique demands of remote support and bring a proactive, detail-driven approach to everything I do. Whether it’s optimizing your daily operations, managing client relationships, or coordinating key projects, I’m here to make your work lighter and your outcomes stronger.

  • Executive support and calendar management
  • Project coordination and deadline tracking
  • Process improvement and workflow optimization
  • Client communication and service delivery
  • Quality oversight and performance coaching

I work behind the scenes so you can stay focused on the big picture. If you're looking for a virtual assistant who brings more than just task execution—someone who thinks strategically, acts independently, and truly supports your goals—you’re in the right place.

Outside of work, I’m into volunteering, mobile gaming, music, and reading. I’m also a fan of legal and crime dramas—the kind that keep you guessing and reward you for thinking a few steps ahead. It’s that same love of logic, structure, and strategy that I bring to my work every day.

Overview

13
13
years of professional experience
8
8
Certifications
1
1
Language

Work History

Family Business Project Manager

ENTREPRENEURIAL PURSUITS
Hermosa, Bataan
09.2024 - 05.2025
  • Developed comprehensive project plans, setting milestones, deliverables, timelines, and budgets accordingly.
  • Oversaw project lifecycle for launching a transportation business, including planning, vendor coordination, and operations setup
  • Fostered team collaboration through open communication and regular status updates, ensuring project success.
  • Implemented project management frameworks to ensure timely launch and operational readiness
  • Enrolled in executive and technical online courses to enhance project leadership and strategic management skills

Business Development Supervisor

XMC, Inc.
Pasig, NCR
08.2023 - 09.2024
  • Developed and implemented strategic sales initiatives using CRM systems Salesforce and Zoho, leading to a 20% increase in revenue within the first quarter
  • Managed and mentored a team of business development executives using Five9 to enhance performance and meet sales targets
  • Built and maintained strong client relationships through Twilio-powered communication, ensuring customer satisfaction and fostering long-term partnerships
  • Oversee the day-to-day operations of the team, ensuring that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met
  • Utilized Boolean search techniques for lead generation, resulting in an expanded database of high-quality prospects
  • Collaborated with marketing, sales, and leadership teams using Slack, Skype, MS Teams, and Zoom to align business strategies with organizational goals
  • Increased client base by identifying new business opportunities and developing strategic partnerships.
  • Evaluated performance metrics regularly, implementing necessary adjustments for continuous improvement.

Training & Quality Lead

XMC, Inc.
Pasig, NCR
08.2023 - 09.2024
  • Designed and implemented training programs using Google Suite and Canva to improve sales performance, resulting in a 15% increase in conversion rates
  • Conducted quality audits utilizing NICE CxOne to ensure compliance with sales standards and provided actionable feedback for improvement
  • Delivered refresher training sessions to enhance the team's sales techniques and product knowledge using Google Suite, Slack, and Skype for collaboration
  • Collaborated with operations, sales, and leadership teams to optimize workflows and service quality
  • Developed and refined QA scorecards to assess compliance, communication skills, accuracy, and adherence to firm policies
  • Designed and implemented process improvements to enhance overall efficiency and client experience
  • Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
  • Led a team of quality analysts to ensure consistent adherence to industry standards and company policies.

Quality Assurance Analyst

Full Potential Solutions
Pasig, NCR
01.2020 - 08.2023
  • Evaluated customer interactions using NICE CxOne to ensure compliance with company and client-specific quality standards
  • Identified trends and areas for improvement, providing data-driven insights using ServiceNow
  • Conducted one-on-one coaching sessions and delivered constructive feedback to agents via RingCentral
  • Developed and implemented training initiatives using Canva to enhance service quality and agent performance
  • Collaborated with leadership via Slack and MS Teams to refine quality assurance processes and improve customer experience
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.

Business Development Executive

Full Potential Solutions
Pasig, NCR
01.2020 - 08.2023
  • Researched and analyzed market trends using Atlas.so to identify potential sales opportunities
  • Established and maintained relationships with key clients via 3CX, contributing to a 15% increase in customer retention
  • Assisted in the creation and execution of sales and marketing campaigns using Canva to enhance brand visibility and generate leads
  • Identified and pursued high-value sales opportunities, increasing client acquisition by 25% through targeted outreach and ServiceNow-powered market research
  • Applied Boolean search strategies in sourcing high-value leads, improving conversion rates
  • Worked closely with internal teams using Google Suite and Slack to ensure seamless project implementation and successful client onboarding
  • Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
  • Communicated directly with customers and partners to build strong business networks and relationships.

Subject Matter Expert | Consumer Experience Expert

Full Potential Solutions
Pasig, NCR
01.2020 - 08.2023
  • Provided expert guidance and support to improve customer interactions and resolution strategies while ensuring compliance with company policies and industry standards
  • Provided high-quality customer service through Five9-powered inbound and outbound calls, ServiceNow email, and Twilio chat, ensuring timely and effective issue resolution
  • Identified and pursued high-value customer service strategies, improving client retention by 20%
  • Developed and executed training programs using Google Suite to enhance first-call resolution rates by 15%
  • Led quality assessments utilizing NICE CxOne and workflow optimizations, aligning processes with client standards
  • Collaborated with management and clients via Slack to refine operational procedures, driving efficiency gains
  • Mentored junior team members, contributing to their professional growth and development.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.

Intake Specialist

Full Potential Solutions
Pasig, NCR
01.2020 - 08.2023
  • Handled inbound and outbound calls to assess claimants' eligibility for disability benefits while ensuring compliance with legal and procedural standards
  • Conducted structured interviews with claimants via Five9 to determine qualification for Social Security Disability benefits
  • Navigated through ServiceNow to complete application forms, gathering personal, medical, and work history
  • Provided excellent customer service by addressing claimants' concerns and inquiries through Twilio-powered communication
  • Maintained accurate and detailed case records using Google Suite for efficient tracking and follow-ups

Small Business Consultant – Family Food Business

ENTREPRENEURIAL PURSUITS
Hermosa, Bataan
01.2019 - 01.2020
  • Supported the successful launch of a small business focused on cold cuts and delicacies
  • Managed sourcing, pricing, and vendor coordination to ensure product quality and profitability
  • Assisted with branding, packaging, and grassroots marketing strategies to build a local customer base
  • Increased customer satisfaction by providing tailored business consulting services to small businesses.
  • Leveraged strong networking skills to connect clients with potential partners or investors who could support their growth initiatives.

Senior Technical Recruiter

PSG Global Solutions
Makati, NCR
02.2018 - 01.2019
  • Managed end-to-end recruitment processes, including candidate sourcing, screening, and interview coordination to fill critical roles within various industries
  • Sourced and screened candidates using ATS systems such as Oracle
  • Applied Boolean search strategies to enhance sourcing efforts and identify top talent efficiently
  • Conducted pre-assessment calls and coordinated interviews using RingCentral and 3CX, improving hiring efficiency
  • Developed targeted recruitment strategies, increasing the candidate pipeline by 30%
  • Spearheaded employer branding initiatives that showcased company culture and attracted top industry talent.

Communications Trainer

UnitedHealth Group
Quezon City, NCR
09.2015 - 02.2018
  • Developed and facilitated communication training programs for Tier 1 representatives to enhance service quality and efficiency
  • Led training sessions using Microsoft Office and Google Suite to improve communication skills and service delivery
  • Conducted quality audits using NICE CxOne and coaching sessions that enhanced overall team performance
  • Designed and implemented development programs, contributing to a 20% increase in agent efficiency
  • Coached employees one-on-one to address specific communication barriers impacting their job performance or career advancement opportunities.
  • Conducted post-training follow-ups with participants to ensure long-term success and ongoing development of communication skills.

Claims Specialist & Benefit Advocate

UnitedHealth Group
Quezon City, NCR
09.2015 - 02.2018
  • Provided expert guidance to members on healthcare benefits and claims processes to ensure a seamless customer experience
  • Assisted members in navigating healthcare benefits, resolving claims issues, and coordinating provider appointments using ServiceNow
  • Delivered high-touch customer service through Cisco and Avaya, increasing customer satisfaction ratings by 15%
  • Provided education on claim statuses and assisted in prior authorization processes, improving service resolution times using Google Suite and Slack for collaboration
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.

Customer Service Representative

TELETECH
Quezon City, NCR
01.2014 - 12.2015
  • Handled customer inquiries and provided solutions regarding banking services, account management, and fees
  • Assisted in evaluating the best type of accounts suitable to customers' lifestyles using ServiceNow
  • Maintained up-to-date knowledge of bank policies regarding services and fees using Google Suite
  • Improved member satisfaction through expert and timely resolution of concerns using Cisco and Avaya-powered voice and chat support

Customer Service & Technical Support Representative

STARTEK
Makati, NCR
01.2013 - 12.2014
  • Provided customer service and technical support to resolve issues related to mobile devices, plans, and network connectivity
  • Assisted customers with concerns about plan updates and services via Five9
  • Provided basic troubleshooting for mobile devices and network connection issues using ServiceNow
  • Delivered a high volume of unit sales and plan upgrades, exceeding monthly targets
  • Managed and educated customers about billing concerns using Cisco and Avaya-powered communication
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

Business Development Consultant

BOTANICA HEALTH & WELLNESS INC.
Quezon City, NCR
01.2012 - 12.2013
  • Scheduled and maintained the executive calendar using Google Suite
  • Managed the departmental team calendar to ensure smooth coordination of internal activities
  • Organized and managed executive and department travel plans, including logistics and accommodations
  • Orchestrated all operational functions, including award ceremonies, executive meetings, and recognition events
  • Maintained email correspondence and partnered with professional and personal stakeholders to optimize communication
  • Created and maintained a detailed internal department contact list using Google Sheets, tracking client names, business emails, contact details, and physical addresses
  • Managed the company's social media pages and websites, creating content and scheduling posts using Microsoft Office
  • Set up appointments for meetings and other business-related events, ensuring efficient time management and coordination

Education

Bachelor of Science - Nursing

Far Eastern University, Manila, Metro Manila, Philippines
04-2011

Skills

Communication & Training Development

Certification

Lean Six Sigma Black Belt Certification, Project Management Institute, 2024

Achievements And Recognitions

  • MVP Trainee, 2015, UNITED HEALTH GROUP
  • Social Media Queen, 2016, UNITED HEALTH GROUP
  • ACE Trainer of the Quarter, 2016, UNITED HEALTH GROUP
  • Commendation Queen, 2020, FULL POTENTIAL SOLUTIONS
  • QA Rockstar with 100% Quality Score, 2022, FULL POTENTIAL SOLUTIONS

Technical And Soft Skills

Technical Skills

CRM & ATS Platforms :Salesforce · Zoho · Oracle · Zendesk · Sprout HR · ATS & Resume Screening

Communication & Collaboration Tools: Slack · Zoom · Skype · Google Meet · Microsoft Teams · Loom · Gmail · Outlook · WhatsApp · Viber

Google Workspace: Google Docs · Google Sheets · Google Slides · Google Forms · Google Drive · Google Calendar

Microsoft Office Suite: Word · Excel · PowerPoint · OneNote

Dialers & Communication Systems: Five9 · RingCentral · Twilio · 3CX · VICIdial · Dialer360 · Cisco · Avaya

QA, Training & LMS Tools: NICE CxOne · Canvas LMS · Notion · ServiceNow · Atlas.so · Canva 

 Soft Skills & Strengths
  • Critical Thinking & Root Cause Analysis
  • Observation & Decision Making
  • Boolean Search & Lead Generation
  • Phone, Email & Chat Etiquette
  • Process Optimization & Workflow Management
  • Multitasking & High-Volume Data Entry
  • Project Coordination & Team Support
  • Quality Assurance & Coaching

Software

Salesforce

Zoho

Oracle

Zendesk

Hubspot

Google Suite

Microsoft Office

Canva

Skype

Slack

Zoom

MS Teams

ServiceNow

Atlasso

NICE CXOne

Five9

RingCentral

Dialer360

Twilio

3CX

VICIDial

Cisco

Avaya

Loom

Notion

Trello

Accomplishments

  • Drove 20% Revenue Growth in One Quarter
    Spearheaded sales initiatives using Salesforce and Zoho that exceeded revenue targets at XMC, Inc.
  • Boosted Conversion Rates by 15%
    Designed and led training programs that significantly enhanced sales team performance.
  • Achieved 100% QA Score
    Recognized as “QA Rockstar” at Full Potential Solutions for consistent excellence in quality assurance evaluations.
  • Reduced Customer Complaints by 20%
    Implemented targeted quality audits that improved compliance and service delivery.
  • Increased Customer Retention by 25%
    Developed engagement strategies that deepened client relationships and supported upsell opportunities.
  • Recognized as a Top Performer

Languages

English
Bilingual or Proficient (C2)

Task Expertise

TASK EXPERTISE

Administrative & Operational Support
Calendar, Meeting & Event Management
Oversee complex calendars, schedule meetings, and coordinate executive-level events.

Executive Meeting Support & Presentation Preparation
Prepare meeting materials, create slide decks, manage virtual platforms, and capture minutes.

Executive Travel Support
Arrange and manage detailed travel itineraries, logistics, and accommodations.

Process Creation & Optimization
Design and streamline workflows to improve operational efficiency and support executive needs.

Project & Strategic Initiative Support
Coordinate high-level projects, track milestones, and align with leadership goals.

Recruitment & Interview Coordination
Schedule interviews, manage candidate communication, and support hiring processes.

Communication & Strategic Coordination
Executive Communication & Correspondence
Craft, review, and manage internal and external executive communications.

Departmental & Cross-functional Coordination
Serve as liaison across departments to ensure alignment and smooth collaboration.

Information Research
Conduct research to support strategy, planning, and informed executive decisions.

Graphic Design
Design visually impactful presentations and materials for internal and external use.

Client Testimonials

"You are a very nice young lady and I compliment the company for hiring you. You've gone over backwards to help me and this old man appreciates it very much. I want the company to know that I appreciate what you just done for me" - C. Witherbee 

"WOW! Your organization has a great person of knowledge regarding my request. She is Miss Lovely. Do not let a great customer service person like her get away from your organization. In fact, if I ran your organization, I would promote her! Best Regards Miss Lovely! Stay safe and well. " - R. Lawrence 

“You've done more than what I was actually expecting. It's been a lovely experience. I was really, really impressed. I appreciate your help." - J.Gutierrez 

"The very first time I had a good conversation with Ely, I knew right away that she has huge potentials ahead of her. When I had taken her under my wings as a QA Analyst, she became more than my expectations. She’s proactive in addressing the opportunities of our program’s QA issues. She’s proactive in giving out good ideas and initiative. She is dedicated and persistent in ensuring she delivers and this exuded recognition from our clients." - J.Manarang Sr.

"Beyond her professional acumen, Lovely is a pleasure to work with. Her positive attitude and genuine passion for her role create a motivating work environment and instill confidence in those around her. Lovely’s contributions have been instrumental in advancing our business goals, and I am confident that her skills and drive will continue to yield outstanding results." - M.Santiago

Timeline

Family Business Project Manager - ENTREPRENEURIAL PURSUITS
09.2024 - 05.2025
Business Development Supervisor - XMC, Inc.
08.2023 - 09.2024
Training & Quality Lead - XMC, Inc.
08.2023 - 09.2024
Quality Assurance Analyst - Full Potential Solutions
01.2020 - 08.2023
Business Development Executive - Full Potential Solutions
01.2020 - 08.2023
Subject Matter Expert | Consumer Experience Expert - Full Potential Solutions
01.2020 - 08.2023
Intake Specialist - Full Potential Solutions
01.2020 - 08.2023
Small Business Consultant – Family Food Business - ENTREPRENEURIAL PURSUITS
01.2019 - 01.2020
Senior Technical Recruiter - PSG Global Solutions
02.2018 - 01.2019
Communications Trainer - UnitedHealth Group
09.2015 - 02.2018
Claims Specialist & Benefit Advocate - UnitedHealth Group
09.2015 - 02.2018
Customer Service Representative - TELETECH
01.2014 - 12.2015
Customer Service & Technical Support Representative - STARTEK
01.2013 - 12.2014
Business Development Consultant - BOTANICA HEALTH & WELLNESS INC.
01.2012 - 12.2013
Far Eastern University - Bachelor of Science, Nursing

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Lovely IñigoStrategic Executive Partner | High‑EQ Ops Specialist | Calm in Chaos | The Fixer You Want on Speed Dial