Executive Assistant • Project Manager • SOP/Compliance

Led multi-site operations and cross-functional teams across security services, export/import, education, and retail. Managed end-to-end project lifecycles, including scoping, scheduling, resource allocation, stakeholder coordination, and compliance, both on-site and remotely. Known for calm, accountable leadership, rigorous documentation, and process improvements that elevate efficiency and service quality.

Designs, writes, and maintains clear SOPs, work instructions, and forms that align daily operations with regulatory and client requirements. Audits existing processes, closes gaps, and standardizes templates for version control, approvals, and training sign-off. Coordinates compliance with partner agencies and industry standards, keeping records organized and audit ready.

Supported presidents and senior leaders with proactive calendar and inbox management, meeting prep, and follow-through on action items. Coordinated virtual and in-person meetings, training, and stakeholder communications across agencies and partners. Drafted reports, briefs, and presentations with strong attention to accuracy and confidentiality.

Implements and optimizes CRM workflows for lead intake, pipeline management, and customer success. Builds data hygiene rules, segments customers, and sets up automations for follow-ups, SLAs, and renewals. Creates dashboards and reports for conversion, churn, and service metrics. Integrates communication channels (email, phone, WhatsApp, chat) and syncs tasks to project tools. Hands-on with Zoho, Zendesk, Pega, RingCentral, Google Workspace/Microsoft 365, and ClickUp for end-to-end visibility and faster response times.

Managed multi-branch operations and cross-functional teams with full P&L ownership budgeting, forecasting, procurement, vendor relations, HR, and logistics. Built scalable processes for staffing, inventory, and customer service that improved margins and service quality. Skilled at remote supervision, contract management, and compliance, with a track record of reducing costs and increasing productivity.

Builds trust and alignment across executives, clients, partner agencies, and cross-functional teams. Maps stakeholders, clarifies expectations, and maintains clear communication loops through briefs, meeting notes, and tracked action items. Anticipates risks and negotiates trade-offs to keep projects on scope, on schedule, and compliant.

Plans and runs efficient meetings end-to-end: sets objectives and agendas, sends briefs, and time-boxes discussions. Facilitates clearly, captures minutes/decisions, and tracks owners, deadlines, and follow-ups. Uses scheduling and collaboration tools (Outlook/Google Calendar, Teams, Zoom, RingCentral, Slack) plus recording/transcription (Fathom) for accurate records. Closes loops after the meeting with action registers, reminders, and status updates to keep momentum and accountability.

Delivers clean, publication-ready documents by correcting grammar, punctuation, spelling, and formatting while preserving the author’s voice. Checks consistency (names, dates, acronyms), enforces style guides, and flags unclear or contradictory statements. Skilled with track changes and collaborative reviews in Microsoft 365/Google Workspace; can polish drafts, SOPs, reports, emails, and presentations quickly and accurately.

Oversees end-to-end HR operations: workforce planning, recruiting, onboarding, timekeeping, and performance management. Implements policies, SOPs, and training that align with labor laws and company standards. Manages payroll coordination, benefits administration, and employee relations with discretion and fairness.

Orchestrates tasks, people, and timelines across departments and locations to keep work moving smoothly. Aligns schedules, resources, and dependencies; clarifies ownership; and maintains clear communication loops with updates and action trackers.

Drives continuous improvement using data, SOPs, and tight execution. Maps workflows, identifies bottlenecks, and runs PDCA/root-cause analyses to cut cycle time, errors, and costs.

Builds simple, audit-ready QA systems that prevent errors and raise service standards. Defines acceptance criteria, checklists, and SOP-aligned controls; runs sampling, spot checks, and internal audits. Tracks KPIs/SLAs, investigates defects with root-cause analysis, and drives CAPAs with clear owners and due dates.

Conducts needs analyses and turns them into clear curricula, SOP-aligned modules, and job aids for frontline and managerial roles. Designs and delivers onboarding, refresher, and compliance trainings (virtual and in-person), with interactive exercises, assessments, and coaching. Tracks effectiveness with completion rates and pre/post metrics, then iterates to close skill gaps.

Identifies, assesses, and mitigates operational, security, and compliance risks across multi-site teams and remote operations. Builds risk registers, rates likelihood/impact, and implements controls with clear owners and SLAs. Establishes incident response and business continuity playbooks, conducts root-cause analyses, and closes corrective actions.

Builds and maintains compliance frameworks that align daily operations with industry regulations and client requirements. Translates laws and guidelines into clear SOPs, forms, and training; keeps version-controlled records for audits and renewals. Coordinates with partner agencies, schedules internal audits, tracks corrective actions, and ensures incident reporting and document retention are timely and traceable.