Lovely Iñigo

Supporting founders and executives across multiple industries.

Client: Founder / CEO (Online Business / Coaching)

• Supported development and launch of digital products, contributing to $45K+ projected annual recurring revenue (ARR)
• Repurposed long-form content into 60+ short-form assets, increasing output and saving $12K+ annually and 90+ executive hours in manual content production
• Built SOP libraries and operational workflows, reducing manual errors by 40% and saving 50+ hours per quarter in administrative rework
• Reduced onboarding effort by 70% by improving systems and client experience processes
• Designed and implemented AI-supported workflows to improve content production, communication, and scalability

Client: Founder / CEO (Cybersecurity Industry)

• Enabled Q1 2026 revenue to surpass full-year 2025 performance, supporting sales operations, workflow execution, and business prioritization
• Cleared and managed 59,000+ emails, restoring inbox control and improving executive visibility and response flow
• Implemented structured inbox and calendar systems, reclaiming 10–20 executive hours per week for high-priority and revenue-generating activities
• Maintained ~98% task completion rate across 300+ tracked tasks, ensuring zero backlog and consistent execution
• Coordinated cross-functional workflows across 7+ operational areas, improving alignment and delivery across teams

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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

• 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.

• 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.

• 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

• 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.

• 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