01 — About
From scattered operations
to running systems.
Fractional operations partner to founder-led service businesses — currently running a long-term contract (since 2023) across CRM architecture, AI-enabled workflow automation, and compliance readiness, following a prior long-term engagement (2025-2026) with a family-court education and consulting business. One client's first inbound sales call was sourced directly through ChatGPT, traced to AEO work applied to their site.
20+ years across BPO leadership, corporate training, and 11+ years of independent contracting. Builds no-code applications, marketing automation, and CRM systems that keep running without depending on one person — plus PCI DSS, SAM.gov, SBA, WBENC, and WOSB compliance support for regulated service businesses.
Known for stepping into businesses with scattered information, undocumented processes, and competing priorities, then creating organized systems that are easier to manage, train, and scale.
0Years Experience
0Years Independent Contracting
0Court Professionals Researched
0Contact Records Organized
0Associations Mapped
0Speakers, One Summit
02 — Core Competencies
Where the work happens.
The full working range across client engagements — 128 capabilities grouped into seven areas of practice, from systems build-out and project delivery to compliance readiness and launch support.
01
Digital Operations & Business Systems
16 capabilities- Business systems implementation
- Workflow design & process optimization
- Cross-functional operations management
- Process mapping & documentation
- Operational audits & gap analysis
- Root-cause analysis & problem-solving
- Systems integration & workflow automation
- No-code application development
- AI-enabled workflow implementation
- Database architecture & administration
- Data cleanup, migration & organization
- Client portal & LMS administration
- Access controls & permissions management
- Quality assurance & implementation testing
- Operational risk & issue management
- Continuous process improvement
02
Marketing Systems & Automation
24 capabilities- CRM architecture, setup & administration
- Marketing technology administration
- Marketing automation
- Workflow integration
- Customer journey mapping
- Lifecycle marketing operations
- Funnel strategy & implementation
- Lead capture & database management
- Lead segmentation & tagging
- Lead scoring, routing & follow-up
- Email nurture sequences
- Abandonment & re-engagement workflows
- Quiz funnels & conditional logic
- Landing page implementation
- Checkout & digital-product delivery
- Conversion testing & funnel QA
- Affiliate program infrastructure
- Partner onboarding & enablement
- Chatbot & conversational automation
- Campaign & launch operations
- Website operations
- SEO & Answer Engine Optimization
- Outreach pipeline management
- Podcast, PR & partnership outreach
03
Compliance & Business Enablement
18 capabilities- PCI DSS compliance coordination
- Compliance training administration
- Policy & procedure documentation
- Compliance evidence tracking
- Security dashboard reporting
- Certification application support
- SAM.gov registration support
- SBA certification support
- WBENC & WOSB application coordination
- Grant & pitch-competition support
- Business research & competitive analysis
- Market, audience & industry research
- CRM and database research
- DNS & domain administration
- SPF, DKIM & DMARC coordination
- Email authentication & deliverability support
- Secure access & credential coordination
- Documentation & audit readiness
04
Project & Program Management
18 capabilities- End-to-end project ownership
- Cross-functional project management
- Project planning & execution
- Scope, timeline & deliverable management
- Milestone planning & tracking
- Task prioritization & delegation
- Resource allocation & capacity planning
- Budget & expense tracking
- Vendor & contractor coordination
- Stakeholder alignment & communication
- Risk, issue & dependency management
- Blocker identification & escalation
- Launch & program operations
- Virtual event & summit management
- Quality control & final-deliverable review
- Project handoffs & implementation support
- Multi-client portfolio management
- Progress, status & performance reporting
05
Executive Operations & Support
20 capabilities- Executive inbox management
- Complex calendar management
- Multi-time-zone scheduling
- Leadership priority management
- Executive correspondence
- Stakeholder communication
- Meeting agenda preparation
- Research & executive briefings
- Meeting logistics & coordination
- Decision and action-item documentation
- Leadership follow-up & accountability
- Commitment tracking
- Deadline & deliverable monitoring
- Executive decision support
- Information flow management
- Confidential information handling
- Contact & relationship management
- Virtual meeting administration
- Recording & document management
- Special-project coordination
06
Leadership, Team & Client Delivery
18 capabilities- Cross-functional team coordination
- Team training & onboarding
- Staff supervision
- Contractor management
- Performance & quality monitoring
- Process standardization
- Change implementation
- SOP & policy development
- Knowledge management
- Training material development
- Client account management
- Client onboarding & retention
- Service-delivery coordination
- Customer experience improvement
- Escalation management
- Communication workflow development
- Team accountability & follow-through
- Operational handoff & team enablement
07
Content, Brand & Launch Support
14 capabilities- Social media management
- Content planning & coordination
- Content calendar management
- Social media graphics
- Promotional video editing
- Presentation & workbook design
- Lead magnet development
- Brand identity support
- Website content coordination
- Campaign asset production
- Launch collateral development
- Speaker & event promotional assets
- PR kit development
- Brand consistency & quality control
03 — Operating Approach
How the work actually happens.
- 1. Diagnose first. Understand the actual operational problem before recommending a tool.
- 2. Use what's already there. Existing systems get evaluated before new software gets proposed.
- 3. Build and document together. Documentation happens alongside the build, not after.
- 4. Test before handoff. Workflows run through real scenarios before anyone else relies on them.
- 5. Train the operator. Whoever owns the system day-to-day gets trained on it directly.
- 6. Design for continuity. Processes are built to keep working without depending entirely on one person.
In Practice
Not every engagement starts from zero. Some need systems built from scratch; others already have solid tools in place and just need someone to clear the backlog and execute at a high standard without disrupting what's working. A few examples of both.
Built From Scratch
Leonexus / Quality Consistent Leads
No standardized Account Manager processes existed — onboarding and training relied on tribal knowledge passed person to person.
Promoted twice within months
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- The bottleneck: Account Managers were learning the role ad hoc, with no documented workflows, training materials, or consistent standards for client communication or escalation.
- The approach: Built the operational processes and documentation while actively running the account portfolio — not as a separate project, but alongside real client work.
- The result: A repeatable onboarding and training system the team could actually run on, which led to two promotions within months as the function scaled from one person's habits into a standardized process.
Existing System, Precise Execution
Coaching Brand / Funnel Ecosystem
GoHighLevel was already the platform of choice — the bottleneck was building three connected funnel systems correctly and bug-free inside it.
3 funnels built & tested end to end
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- The bottleneck: The business needed a complete customer journey, not just one funnel — a lead magnet to bring people in, a complex archetype quiz to qualify and segment them, and a path from low-ticket to high-ticket offers, all built to work together inside one GoHighLevel account.
- The approach: Built all three funnel systems end to end inside the existing GoHighLevel setup rather than proposing a new platform: the lead-magnet funnel, the quiz funnel with its full scoring, archetype, and personalization logic, and the low-ticket-to-high-ticket ascension funnel — then tested every moving part across desktop and mobile before calling any of it done.
- The result: A connected system that runs correctly from first opt-in through nurture, quiz personalization, and offer ascension, with logic conflicts and data issues caught and resolved before launch instead of after.
Existing System, No Disruption
Best Foot Forward / PCI Training Program
Zoho and SuiteDash were already the operational backbone — compliance readiness needed to fit inside them, not replace them.
Repeatable, LMS-based training
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- The bottleneck: PCI DSS readiness needed team-wide training that wouldn't need to be rebuilt from scratch every time someone new joined — with no budget or appetite for new training software.
- The approach: Designed the training module in Google Slides, converted it into a training video, and implemented it inside SuiteDash LMS — a platform the team already used daily.
- The result: Repeatable, self-paced onboarding training that supports PCI DSS v4.0 readiness, living entirely inside the team's existing tools instead of a new system to maintain.
Built From Scratch, Inside an Existing Stack
Best Foot Forward / Court-Professional AppSheet Application
No system existed for organizing court-related professional information — the answer wasn't new software, it was a purpose-built app on a platform the team already had access to.
300+ professionals researched & structured
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- The bottleneck: Court-related professional information — needed for client-facing custody preparation work — existed nowhere in an organized, searchable form. Gathering and structuring it was a research problem before it was ever a software problem.
- The approach: Researched and reviewed 300+ court-related professionals, categorized and structured the data, then designed and built a custom AppSheet application around it — using AppSheet specifically because it was already accessible to the team, rather than introducing a separate no-code tool.
- The result: A purpose-built application giving the team organized, searchable access to researched professional information that didn't exist in usable form before.
Existing System, Data Cleanup
Matchmaking & Social-Impact Organization
Pipedrive, Basecamp, and QuickBooks were already in place — the bottleneck was 700+ contacts full of duplicates and missing information.
700+ records reorganized
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- The bottleneck: A large contact database had grown messy over time — duplicate entries, missing fields, and inconsistent categorization made it hard to trust or use day to day.
- The approach: Reviewed and reorganized records inside the existing Pipedrive, Basecamp, and QuickBooks setup rather than proposing a database migration.
- The result: A clean, categorized, and reliable contact system without asking the client to learn a new platform or disrupt what was already working.
Search & AI Discoverability
Virtually Rise / Website AEO Optimization
The website was live and getting some traffic, but wasn't structured for how people are starting to search now — including through AI tools like ChatGPT.
Ongoing client acquisition via ChatGPT
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- The bottleneck: Existing service pages and messaging weren't structured in a way that AI-answer engines could easily parse and surface — the site was optimized for a search landscape that was already shifting.
- The approach: Applied Answer Engine Optimization (AEO) principles as a certified AEO Specialist — conducted keyword research and rewrote service-page copy and structure to work for both traditional search and AI-answer engines like ChatGPT.
- The result: The business owner reported their first sales call from a prospect who found them directly through ChatGPT, after the prospect had been comparing options and chose the business based on its stronger reviews and clearer positioning — confirmed directly by the client as the AEO work in action. New clients have continued finding the business through AI search since, not a one-time result.
04 — Experience
Where it's been put to work.
Independent Contractor
Digital Operations, Project Management & Executive Support
April 2015 — Present · Remote · Clients in the United States and Philippines
Continuous freelance and contract support across operations, systems, project delivery, CRM, marketing implementation, executive support, content production, and process documentation. Client work continued while based in the United Kingdom managing full-time childcare during part of this period. The engagements below — Best Foot Forward, Virtually Rise, Virtually Blue Solutions, and the Leonexus/Quality Consistent Leads assignment — are selected client and agency engagements under this umbrella, not separate direct employers.
Several engagements below were managed concurrently on a part-time, fractional, agency-assigned, or project basis.
Digital Operations, Systems & Compliance Project Manager
Best Foot Forward Consulting, LLC / The Custody Blueprint®
April 2025 — September 2026 · Remote · Independent Contract Engagement
Supported digital operations across Zoho CRM, Marketing Automation, and Commerce for a family-court education and consulting business — plus PCI DSS v4.0 readiness, a custom court-professional research application, and certification/registration support.
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- Designed, maintained, and improved the company's digital infrastructure across Zoho CRM, Zoho Marketing Automation, Zoho Commerce, Thrive, Zapier, LeadPages, SuiteDash, and related systems.
- Connected lead generation, sales follow-up, customer onboarding, program access, client communication, membership delivery, and retention activities into coordinated workflows.
- Translated business requirements into practical systems, automations, trackers, SOPs, forms, and administrative processes.
- Researched and structured information on 300+ court-related professionals, then designed and built a custom AppSheet application to support organized, searchable access to that research.
- Designed an internal PCI training module in Google Slides, converted it into a training video, and implemented it inside SuiteDash LMS to support team education, onboarding, and PCI DSS v4.0 readiness.
- Supported successful SAM.gov and SBA registration processes, and coordinated documentation and application requirements for WBENC and WOSB certification.
- Developed automated monthly call-invitation workflows to help ensure eligible clients receive the correct session details and reminders.
- Helped establish coach-access controls and client organization processes to reduce confusion, duplicate profiles, and unauthorized access to sensitive information.
- Prepared and maintained weekly client flow sheets used by coaches and leadership to review attendance, client status, upcoming court dates, evaluations, mediations, workshops, and other time-sensitive events.
- Maintained strict confidentiality when handling legal-adjacent client information, recordings, schedules, contact information, and internal case-related documentation. Did not provide legal advice or legal services.
- Coordinated recurring virtual sessions, Zoom settings, cloud recording requirements, facilitator access, client admission procedures, and post-session recording distribution.
- Supported SuiteDash client and team workflows, including LMS access, training assignments, email notifications, push notifications, and dashboard guidance.
- Coordinated policy documentation, training completion, compliance evidence, SecurityMetrics dashboard activity, and annual renewal preparation in support of PCI DSS v4.0 readiness.
- Tracked outstanding requirements and communicated follow-up needs to leadership and team members before compliance deadlines.
- Built affiliate program infrastructure, including CRM and Thrive integration requirements, affiliate kits, promotional materials, landing-page content, and email swipe copy.
- Supported the development and maintenance of websites, sales pages, checkout processes, program-access workflows, and digital product delivery.
- Coordinated the technical and administrative execution of workshops, memberships, challenges, educational programs, and high-ticket service launches.
- Assisted with CRM cleanup, contact segmentation, lead tracking, pipeline organization, and follow-up processes.
- Researched podcast, webinar, conference, summit, and professional association opportunities aligned with the founder's speaking topic and target audience.
- Developed research frameworks for competitor analysis, media outreach, guest appearances, and authority-building opportunities.
- Contributed to AI-supported tools, including custom GPTs, client-facing assistants, internal research workflows, and automation concepts.
- Created SOPs, checklists, templates, and documentation so recurring processes can be completed consistently by other team members.
- Provided executive support through scheduling, correspondence, research, meeting preparation, task follow-up, and operational problem-solving.
- Coordinated work across leadership, coaches, contractors, clients, accountants, and third-party service providers.
- Identified system gaps, operational risks, incomplete tasks, and conflicting information before they affect client delivery.
Project Manager, Fractional Operations & Client Systems
Virtually Rise, LLC (formerly Virtually Empowered LLC / dba Virtually Rise)
September 2023 — Present · Remote · Independent Contract Engagement
Manages concurrent client accounts across marketing, systems, and executive assistance — from a 21-speaker virtual summit to a national association speaker-outreach campaign spanning 1,185 organizations. See selected client engagements and project highlights below.
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- Coordinate multiple client accounts with different industries, tools, deadlines, deliverables, brand voices, and communication preferences.
- Maintain clear separation of confidential client data, credentials, project documents, financial information, contacts, and internal discussions.
- Translate client requests into clear tasks, timelines, assigned responsibilities, follow-up actions, and deliverable requirements.
- Track project status, identify overdue work, follow up with contractors, and communicate progress or blockers to agency leadership.
- Support quality assurance by reviewing links, forms, automations, websites, graphics, copy, workflows, and customer-facing materials before release.
- Prepare SOPs, project notes, trackers, task lists, summaries, and handoff documentation.
- Work across marketing, systems, administration, content, design, customer experience, and technical coordination rather than operating within one narrow function.
- Client engagements under this contract span seven concurrent accounts across marketing agencies, coaching businesses, product brands, and event production — full detail for each is in the Selected Work section below.
Project Manager
Virtually Blue Solutions
September 2023 — February 2026 · Remote
Built a lead-generation system for blue-collar business owners end to end — landing page, automated nurture sequences, and content that speaks the audience's language instead of generic marketing copy.
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- Led the coordination of a lead-generation funnel built around the guide, "10-Step Guide to Streamlining Your Blue-Collar Business Operations."
- Organized the project from content planning through landing-page requirements, email automation, technical coordination, and launch preparation.
- Coordinated the WordPress and Divi landing-page structure, messaging requirements, form placement, and lead-capture experience.
- Supported MailerLite setup and the development of an automated email nurture sequence.
- Structured follow-up communication for immediate delivery and subsequent three-day, five-day, and ten-day touchpoints.
- Ensured the content remained practical, direct, and relevant to blue-collar business owners rather than using generic corporate or overly polished language.
- Coordinated lead-magnet delivery, calls to action, contact capture, and follow-up messaging.
- Reviewed landing pages, forms, emails, and customer-flow details for accuracy and usability.
- Tracked project requirements, revisions, technical dependencies, and next actions.
- Supported research, documentation, content formatting, and administrative coordination.
Independent Freelance Consultant
Self-Employed · Branding, Marketing & Digital Operations
April 2015 — Present · Onsite & Remote
11+ years of independent contracting — hired directly by entrepreneurs and small business owners, sourced through personal connections and word of mouth in local businesses, to lead branding, marketing, and social media, including full brand identity builds for five independently owned businesses. Later expanded into remote client work sourced through Upwork and LinkedIn.
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- Began independent contracting in April 2015, following the corporate and BPO roles listed under Corporate Foundation below.
- Hired directly and in person by five small business owners to lead brand naming, logo design, and go-to-market strategy from the ground up — Touch by Mary, Illuminare Trading, Homeorxy, Hermione Shoe Shop, and Waxmetology.
- Conducted market and audience research ahead of each launch to guide naming, visual identity, and positioning decisions.
- Designed brand names and logos, then built out visual identity systems including color, typography, and brand voice.
- Created and managed Facebook Business Pages and Google Business Profiles to establish and strengthen each brand's online presence and local discoverability.
- Planned and ran digital advertising campaigns across social platforms to build brand awareness and drive customer acquisition.
- Produced marketing video content for product and service promotion, including a home-décor marketing video that supported sales optimization for Homeorxy.
- Designed marketing collateral including price lists, tarpaulins, and promotional graphics for in-person and online use.
- Later expanded into remote client work, acquiring additional clients through Upwork, LinkedIn, professional referrals, and repeat engagements.
- Developed long-term client relationships that continued beyond the original platform or project.
- Managed multiple projects involving operations, administration, branding, social media, customer support, graphic design, video editing, research, and digital marketing.
- Evaluated client requirements, clarified project scope, developed timelines, and coordinated delivery.
- Balanced strategic recommendations with hands-on implementation.
- Supported business owners who required one person capable of moving between administrative, creative, technical, and customer-facing tasks.
- Created SOPs, templates, checklists, trackers, content calendars, customer-support processes, and administrative workflows.
- Delivered social media management services, including content planning, caption development, publishing coordination, audience engagement, and promotional campaigns.
- Edited short-form and long-form video content for digital platforms, promotions, events, and client education.
- Provided live-chat, email, customer-service, and technical-support assistance.
- Supported calendar management, scheduling, data entry, document preparation, correspondence, and other executive-assistance responsibilities.
- Communicated directly with clients, vendors, contractors, and customers, and managed revisions, approvals, files, deadlines, and final project handoffs.
- See the five independent brand launches (Touch by Mary, Illuminare Trading, Homeorxy, Hermione Shoe Shop, Waxmetology) in Selected Work below.
Account Manager → Supervisor → Program Manager
Leonexus Virtual Assistants — assigned to Quality Consistent Leads
April 2022 — January 2024 · Philippines & Indiana, US · Remote · Agency Contract Engagement
Agency of record: Leonexus Virtual Assistants. Quality Consistent Leads was the client account supported. Promoted twice within months. Built the Account Manager function's operations, training, and documentation from scratch, then trained and led the team executing it — recognized with a Certificate of Appreciation along the way.
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- Account Manager (April 2022 – January 2024): managed a portfolio of client accounts, served as the primary point of contact between clients and leadership, and worked cross-functionally to communicate customer needs, health, and growth opportunities across the platform.
- Identified that the Account Management function lacked standardized processes and documentation, and built Account Manager operations from the ground up.
- Documented recurring workflows for onboarding, client support, scheduling, account reviews, issue escalation, and follow-up.
- Created training materials, process references, templates, and internal guidance for new Account Managers.
- Received a Certificate of Appreciation (December 2022) recognizing performance and contribution to the team.
- Account Manager Supervisor (December 2022 – January 2024): oversaw client campaigns and the full account management team, managed new-launch campaign execution, and followed up with sales teams to fast-track client onboarding.
- Developed and implemented training programs, provided coaching and mentorship to team members, and worked with the operations team to build and refine lead-generation strategies aligned with client objectives.
- Monitored lead-generation metrics and campaign performance to identify optimization opportunities across the team's book of business.
- Project Manager Supervisor (October 2023 – January 2024): oversaw the day-to-day operations of project managers supporting a remote US-based team, covering client engagement, campaign launches, and supervisory duties.
- Organized team schedules and training sessions, monitored client projections, and provided consistent support to transitioning program managers through shadowing and coaching.
- Ran weekly client board reviews and end-of-day reporting routines, including client prioritization, board updates, and status submissions.
- Reviewed team performance, work quality, client communication, and adherence to documented procedures across all three role levels.
- Helped standardize the client experience across multiple Account Managers and advanced from individual client management into broader team and program-level responsibility.
Corporate Foundation
Direct-employment roles across BPO operations, technical support, and customer service — the corporate foundation before shifting into full remote independent contracting from April 2015 onward.
Customer Service Representative
Harte Hanks
August 2021 — March 2024 · Taguig, Philippines · Part-Time
Delivered live-chat technical support and issue resolution for a high-volume support program, managing multiple customer conversations at once.
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- Delivered customer and technical support through live-chat channels.
- Managed multiple customer conversations simultaneously while maintaining accurate, professional, and personalized responses.
- Used CRM and internal knowledge systems to research account information, troubleshoot issues, and document interactions.
- Identified customer needs, explained solutions clearly, and escalated complex cases when required.
- Maintained service quality, response accuracy, and documentation standards in a high-volume support environment.
Project Facilitator
Next BPO Solutions, Inc.
October 2014 — April 2015 · Davao, Philippines
Ran day-to-day operations for a call center program, supervising agents and coordinating with the client on training and performance.
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- Managed day-to-day program operations, including client service and staff supervision.
- Supervised a team of call center agents and assisted the client with agent training.
- Processed and reviewed time sheets and daily attendance for the team.
- Set sales goals and coached agents toward achieving them.
- Monitored CSR performance for quality, professionalism, and courtesy, identifying opportunities to improve call quality and customer satisfaction.
- Reviewed individual production and work quality, initiating corrective action as needed.
- Held regular staff meetings to maintain open communication and resolve issues.
- Coached, mentored, and developed a team of customer service representatives to sustain productivity.
Support Engineer
The Callista Group
May 2012 — April 2014 · Auckland, New Zealand
Provided end-user support for Call Monitoring and Hospitality applications, troubleshooting issues by phone, email, and remote access for an international client base.
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- Delivered end-user support and customer service for company-supported Call Monitoring and Hospitality applications.
- Diagnosed, troubleshot, and resolved technical software and hardware issues for customers via phone, email, and remote access.
- Identified and escalated situations requiring urgent attention.
- Logged all help-desk interactions in the CRM, following adopted standards and best practices.
- Scheduled installs and CRM software downloads to customer PCs, and conducted product training for customers.
- Supported the Europe and Asia offices with purchasing, maintenance, order processing, scheduling, and database setup.
- Prepared activity reports and followed standard help-desk procedures.
L2 Technical Support Associate (AT&T Uverse)
Convergys Intelligent Contact
May 2011 — September 2011 · Makati City, Philippines
Handled Level 2 technical support for AT&T Uverse internet, voice, and IPTV services.
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- Provided customer service to existing AT&T Uverse members via phone and email.
- Supported Uverse HSIA (wired/wireless internet), Uverse Voice (VoIP), and Uverse IPTV (HD/SD) concerns.
- Processed service package upgrades and scheduled on-site technician dispatch when issues required in-person resolution.
Technical Support Rep. → Training Buddy/Mentor → Digital Support Rep.
TELUS International Philippines
September 2008 — March 2011 · Taguig, Philippines · Full-Time
Progressed from frontline Xbox technical support into a training and mentoring role, then supported Barnes & Noble NOOK digital device customers.
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- Provided inbound technical support for Microsoft Xbox 360, trained as a universal agent across hardware, Xbox Live, and Media Center issues.
- Helped customers get online, create Xbox Live accounts, and understand Microsoft's terms of use.
- Promoted to Training Buddy/Mentor, conducting learning sessions, new-hire audits, and upskilling for associates.
- Attended weekly vendor meetings and client calibration sessions, supporting the rollout of training initiatives.
- Coached and mentored bottom-quartile agents to improve performance.
- Moved into a Digital Support Representative role supporting Barnes & Noble NOOK devices, guiding customers through compatibility, installation, firmware, and troubleshooting.
- Recognized with Certificates of Achievement for Best in First Call Resolution and Valedictorian Honor.
Marketing Associate
ePerformax
July 2007 — September 2008 · Makati City, Philippines
Handled inbound calls from US customers, providing information on specific requests.
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- Answered incoming calls from US customers and provided information on their specific requests.
- Performed additional duties as assigned by the immediate supervisor.
Communication Assistant
San Miguel Corporation
June 2006 — July 2007 · Mandaluyong, Philippines
Managed inbound and outbound calls for San Miguel Corporation and its subsidiaries, including complaint escalation.
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- Answered incoming calls and assisted customers with specific inquiries.
- Connected incoming and outgoing calls promptly to the appropriate parties.
- Placed and logged domestic and overseas calls through the company's telephone log system.
- Escalated important complaints from SMC and subsidiary clients to the appropriate personnel for immediate action.
05 — Selected Work
Every system built, client by client.
Virtually Rise · Agency Ops
Marketing Agency / Operations Client
Rebuilt website structure and service positioning for search and AI-answer discoverability, applying Answer Engine Optimization to service pages and messaging.
AEO-driven website rebuild · CRM & funnel systems
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- Supported the agency's operational systems, service positioning, website organization, lead tracking, CRM processes, and marketing workflows.
- Restructured website content and service information to improve clarity for prospective clients and strengthen search and AI-answer discoverability.
- Applied Answer Engine Optimization principles to service pages, messaging, and content structure.
- Assisted with funnel reviews, automation testing, contact organization, lead follow-up, and customer journey improvements.
- Supported e-commerce and marketing administration without claiming direct Amazon Seller Central or marketplace-management responsibilities.
- Helped document agency services, client workflows, pricing structures, operational procedures, and internal responsibilities.
- Supported DNS, DMARC, DKIM, SPF, email authentication, and domain-related coordination with hosting and technical providers.
- Assisted with Gmail cleanup and inbox organization projects while preserving historical records and avoiding unnecessary deletion.
- Maintained task and project visibility across Monday.com, Basecamp, Fathom, Trackabi, and related tools.
Virtually Rise · Event Production
21-Speaker Virtual Summit
Owned a 21-speaker summit end to end — research, recruitment, landing page, promotional assets, video editing, workbook, and PR kit.
21 speakers · full production pipeline
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- Managed a 21-speaker online summit from initial planning through final asset preparation.
- Researched potential speakers and identified individuals whose expertise aligned with the event topic and audience.
- Conducted outreach, supported recruitment, coordinated booking, and maintained speaker communication.
- Organized schedules, speaker requirements, deadlines, interview information, promotional needs, and submission tracking.
- Coordinated the summit landing page and supporting website requirements.
- Designed or coordinated promotional graphics, speaker assets, summit visuals, and social media materials.
- Edited speaker videos and prepared content for digital distribution.
- Developed the summit workbook, public-relations kit, and supporting materials.
- Maintained project documentation and followed up with speakers to keep deliverables moving.
- Helped ensure consistency across event messaging, speaker assets, promotional content, and launch requirements.
Virtually Rise · Funnel Engineering
Coaching Brand / Funnel Ecosystem
Built three connected GoHighLevel funnel systems end to end — lead magnet, complex archetype quiz, and a low-ticket-to-high-ticket ascension path, all with full end-to-end testing.
3 funnels · lead magnet to high-ticket
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- Built and implemented three connected funnel systems inside GoHighLevel: a lead-magnet funnel, a complex archetype quiz funnel, and a low-ticket-to-high-ticket ascension funnel.
- Built the lead-magnet funnel to capture and warm up new contacts as the entry point into the broader system.
- Built and implemented the complete quiz-to-funnel system, structuring the journey from opt-in through quiz completion, results delivery, nurturing, and follow-up.
- Configured quiz questions, response logic, scoring rules, archetype assignments, and result outcomes, with every moving part working together.
- Built personalized result experiences based on each participant's assigned quiz archetype.
- Developed automated email nurture sequences for quiz participants.
- Set up abandonment workflows for incomplete quiz users, including scheduled follow-ups and stop conditions once the quiz was completed.
- Built the low-ticket-to-high-ticket ascension funnel, structuring the offer path so customers could move from an initial low-cost offer into higher-value programs.
- Reviewed merge fields and personalization settings to correct default-name and contact-data issues.
- Tested every funnel and every one of its moving parts across multiple scenarios, confirming scoring, tagging, automation triggers, and result delivery worked correctly end to end.
- Conducted mobile and desktop quality-assurance reviews across all three funnels.
- Troubleshot logic conflicts, workflow errors, incomplete records, personalization issues, and user-experience gaps.
- Documented the full funnel ecosystem's structure and implementation details for ongoing management.
Virtually Rise · Product Launch
Adaptive Apparel Product Launch
Coordinated product-launch operations for adaptive dining apparel — contractors, timelines, budgets, and brand-consistent promotional assets.
Contractor & launch coordination
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- Coordinated product-launch activities for a brand creating dining scarves and adaptive apparel accessories for seniors and people with disabilities.
- Managed contractor communication, design follow-up, promotional requirements, timelines, and asset organization.
- Tracked monthly project budgets, deliverables, revisions, and remaining work.
- Coordinated design and production responsibilities across copywriters, graphic designers, video editors, and other team members.
- Helped maintain brand consistency across Canva templates, promotional images, product materials, and launch assets.
- Organized project information into manageable steps suited to the client's preferred communication and working style.
- Prepared simplified updates, visual references, checklists, and clearly prioritized next actions.
- Reviewed promotional materials for consistency, completeness, and readiness before publication.
Virtually Rise · Database, Social & Exec Support
Matchmaking & Social-Impact Organization
Organized a 700+ record contact database for a matchmaking and social-impact organization, managed social media content, and provided light executive and personal assistance.
700+ records organized
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- Supported the operations of a matchmaking and social-impact organization.
- Organized and maintained a database containing more than 700 client, consultant, and professional contact records.
- Worked across Pipedrive, Basecamp, QuickBooks, Melio-related workflows, Google Calendar, Zoom, and supporting administrative systems.
- Reviewed records for missing information, duplicate entries, inconsistent classifications, and incomplete contact details.
- Helped separate and organize clients, consultants, prospects, and other contact categories.
- Managed social media activities, designed social media graphics, and created or edited short-form and promotional videos, supporting scheduled publishing and consistent branding across posts and assets.
- Provided light executive and personal assistance, including medical and personal appointment coordination, hotel research and booking, scheduling support, and confidential administrative follow-through.
- Supported scheduling, meeting invitations, Zoom coordination, task follow-up, contact organization, and administrative correspondence.
- Assisted with newsletter and promotional workflow coordination across social media and email channels.
- Followed specific scheduling and communication protocols when coordinating meetings on the founder's behalf.
Virtually Rise · Speaker Outreach
National Speaker Outreach Campaign
Mapped and ran outreach to 1,185 real estate associations nationwide to book speaking opportunities, with full GoHighLevel pipeline and reporting.
1,185 associations mapped · 617 verified contacts
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- Managed a targeted speaker-outreach campaign positioning a client for speaking opportunities with state and local associations under the National Association of REALTORS®.
- Led project-planning and strategy discussions covering audience targeting, association research, outreach criteria, messaging, campaign workflows, and GoHighLevel pipeline management.
- Researched relevant associations and decision-makers, including Directors of Events, Education Coordinators, and Professional Development contacts responsible for booking speakers.
- Built and organized a master outreach list covering 1,185 National Association of REALTORS® state and local associations, researching 687 and identifying 617 direct outreach contacts with verified email information.
- Structured a GoHighLevel pipeline across Research, Initial Outreach, Follow-Up, Interested, Meeting Scheduled, Confirmed, and Completed stages, including automated outreach, follow-up reminders, and task assignments.
- Developed and refined outreach messaging introducing the client's speaking topics and encouraging associations to schedule introductory conversations.
- Managed follow-up activity and contact records based on replies, referrals, interest level, and booking status, tracking 36 responses including one confirmed meeting.
- Produced detailed monthly outreach reports covering hours used, research progress, contacts reached, response categories, and recommended next steps.
- Resolved operational issues involving GoHighLevel access, notifications, and campaign visibility, and coordinated with agency leadership to refine targeting and prioritize outreach.
Virtually Rise · Outreach Ops
End-of-Life Education & Caregiver Training Organization
Built centralized outreach and marketing operations across ManyChat, ActiveCampaign, and phased outbound campaigns for an end-of-life education organization.
~20,000-contact database · multi-channel outreach
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- Supported two connected initiatives for an end-of-life education and caregiver-training organization — brand promotion and outreach/marketing operations — to reduce founder involvement in repetitive day-to-day tasks.
- Planned the ManyChat setup for the brand-promotion initiative, including account access, Facebook and Instagram connections, brand assets, lead-magnet delivery, promotional links, automated responses, and campaign copy.
- Developed ManyChat menu copy and automated message sequences promoting a free Level 1 End of Life Doula Training program, structured for aspiring doulas, healthcare professionals, family caregivers, and community members.
- Helped develop a phased outbound-outreach strategy across LinkedIn, social media, direct outreach, and an ActiveCampaign database of approximately 20,000 contacts, planned to avoid duplicate communication across existing and new campaigns.
- Helped define audience segments and partnership targets, including caregivers, nurses, healthcare agencies, nursing homes, hospitals, estate professionals, and educational institutions.
- Developed an educational-institution outreach direction promoting the training program as a resource for students entering healthcare and caregiving professions, including outreach messaging for schools, colleges, and medical and nursing programs.
- Structured outreach phases, warm-up periods, contact categories, and follow-up expectations before full implementation, tracking work through Trackabi with separate project and task allocations.
- Worked with agency leadership and the client team to clarify responsibilities and create a more manageable operating structure for ongoing outreach.
Best Foot Forward · Training & Compliance
PCI Training Program
Designed an internal PCI training module in Google Slides, converted it into a training video, and implemented it inside SuiteDash LMS for repeatable onboarding.
Internal LMS training · PCI DSS v4.0 readiness
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- Designed an internal PCI training module in Google Slides, structuring the content for internal team education.
- Converted the training presentation into a structured training video for repeatable, self-paced viewing.
- Uploaded and organized the training inside the SuiteDash LMS, including assignment and completion tracking.
- Built the training to support PCI DSS v4.0 compliance awareness and readiness — not as a standalone guarantee of formal compliance.
- Made the training repeatable so it could be reused for both new and existing team members without rebuilding it each time.
Best Foot Forward · Certification Support
Registration & Certification Readiness
Supported successful SAM.gov and SBA registration processes, and coordinated WBENC and WOSB certification requirements through the end of the engagement.
SAM.gov & SBA complete · WBENC / WOSB supported through Sept. 2026
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- Supported the successful approval and registration process through SAM.gov.
- Supported the SBA approval and registration process.
- Coordinated documentation and application requirements for WBENC (Women's Business Enterprise National Council) certification.
- Coordinated documentation and application requirements for WOSB (Women-Owned Small Business) certification.
- Tracked deadlines, requirements, and outstanding documentation across all four processes; did not personally issue, grant, or guarantee any certification outcome.
Independent Contractor · Brand Development
Five Independent Brand Launches
Hired directly, in person, to build naming, identity, and go-to-market presence from the ground up for five independently owned small businesses.
5 brands · concept through launch
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- Developed brand concepts and market positioning for five independently owned small businesses: Touch by Mary, Illuminare Trading, Homeorxy, Hermione Shoe Shop, and Waxmetology.
- Conducted market and industry research ahead of each launch to inform naming, positioning, and visual direction.
- Led business naming and logo design, then built out each brand's broader visual identity.
- Created and managed Facebook Business Pages and Google Business Profiles to establish each brand's online presence and improve local discoverability.
- Planned and ran digital advertising campaigns across social platforms to build awareness and drive customer growth.
- Produced marketing video content, including a home-décor marketing video that supported sales optimization for Homeorxy.
- Designed marketing collateral such as price lists, tarpaulins, and promotional graphics for in-person and online use.
- Adapted visual and messaging strategies to each business's audience, product category, and owner preferences.
- Coordinated launch advertising, promotional content, and brand-consistency requirements from concept through launch.
06 — Toolkit
What it runs on.
This list reflects tools already in regular use — but the bigger asset is picking up whatever a client already runs on. Most engagements start inside someone else's existing stack, so getting comfortable in an unfamiliar platform quickly, without slowing the work down, is part of the job.
Primary & Regularly Used Tools
Central to verified, ongoing client work.
Zoho CRMZoho Marketing AutomationZoho Commerce
GoHighLevelSuiteDashAppSheet
Google WorkspaceGoogle SlidesGoogle Sheets
Google Apps ScriptMonday.comBasecamp
PipedriveWordPressDivi
ZapierCanvaCapCut
QuickBooksActiveCampaignManyChat
MailerLiteFathomZoom
Working Knowledge
Used on specific projects or in supporting capacity — comfortable, not daily-driver level.
Zoho FlowZoho CampaignsLeadPages
ThriveCartZoho ThriveHubSpot CRM
SalesforceAirtableNotion
MailchimpConvertKitFlodesk
involve.meCalendlyClickUp
TrackabiTrelloAsana
HubstaffClockifyEvernote
DropboxMicrosoft OneNoteKadence
WixSquarespaceKajabi
ThinkificCircleZoho Learn
LinktreeSubstackLoom
OBS StudioStreamYardAdobe Express
Adobe FireflyFigmaMeta Business Suite
FacebookInstagramLinkedIn
TikTokYouTubeHootsuite
BufferMetricoolThreads
XGoogle MeetGoogle Search Console
Google Business ProfileGoogle AnalyticsGoogle Ads
LinkedIn Sales NavigatorSlackMicrosoft Teams
ZendeskFreshdeskGoogle Voice
SecurityMetricsWordExcel
PowerPointOutlookChatGPT
ClaudeCustom GPTsGemini
PerplexityDNS ManagementDKIM / SPF / DMARC
Domain & Hosting Control PanelsSecure Credential Management
Project-Specific Exposure
Used on a limited or client-specific basis.
ShopifyeBayPoshmark
StripePayPalBubble.io
AnswerThePublicFacebook Lead FormsWhatsApp Business
Facebook MessengerTelegramSkype
RingCentralDiscordAvaya
Also Comfortable In: Gaming, Streaming & Web3
Several years of hands-on time inside gaming and Web3 communities — livestreaming gameplay across Facebook, YouTube, Twitch, and Omlet Arcade, and participating directly in the Axie Infinity play-to-earn ecosystem. For clients in gaming, streaming, esports, or Web3, that background carries over directly: livestream production, audience engagement, community building, cross-platform publishing, and creator operations.
07 — Certifications
Credentials behind the work.
08 — Testimonials
What clients say after the handoff.
Featured Testimonial
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A video commendation from one of the clients whose account was personally managed during my time as Account Manager at Quality Consistent Leads — recognizing how the account was handled. Name and company withheld at the client's privacy.
View on LinkedIn ↗Confidential Client
Account Managed via Quality Consistent Leads
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★★★★★
Ivy's customer service is truly exceptional! From start to finish, she demonstrated professionalism, attentiveness, and dedication. Her friendly demeanor and thorough understanding of my needs made the experience seamless and enjoyable. Ivy embodies excellence in customer service, and I'm incredibly grateful for her outstanding support.
Assaf
Business Owner · Upwork Client
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★★★★★
Ivy did a great job growing our fan and followers database. Thanks for everything!
Kevin
Business Owner · Upwork Client
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★★★★★
A true leader! Ivy Shane Acosta consistently anticipates client needs, setting a stellar example for our team. Your forward-thinking mindset is exactly what drives our success.
Lisa L.
Vice President · Quality Consistent Leads
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★★★★★
Good morning y'all! Can I just say, how awesome are you Ivy Shane Acosta? She is taking care of our clients like a rock star, and definitely keeping me on my toes. Please keep up the good work, Ivy and team.
Garret
Director of Sales · Quality Consistent Leads
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★★★★★
Exceptional dedication! Despite facing challenges, Ivy and her team's proactive approach and outstanding performance were acknowledged by leadership. This is the standard of excellence we strive for at QCL. Well done!
Jeff L.
CEO · Quality Consistent Leads
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★★★★★
I'm thrilled to share that Ivy consistently goes above and beyond, ensuring quality, productivity, and stellar attendance. Her dedication makes my job a breeze. With her on the team, I'm confident in our success.
Angeline
Supervisor · Harte Hanks
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I trust you completely. I am always so impressed at your skills! Thank you so much! I'm glad we got to work on this together and get it up and running. You're the best!
Thank you for all that you did! not just at the end, but each month. It's been so wonderful working with you and I hope to return when my practice picks up a bit again.
A few of many commendations from this engagement. The client later returned and exclusively requested that I be assigned to her project.
Returning Client · Virtually Rise
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Great job Ivy looks and sound great. You're really gifted at this. Thank you.
Client · Virtually Rise
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Shout out to Ivy!!! I just had our first sales call — they found us on ChatGPT!!! [confirming it was AEO] Yea!!!!
Client · Virtually Rise