Gerald Berroya

Account and Onboarding Manager

OptiNizers

Jan 2025 - Jan 2026 (1 year 1 month)

• Serve as the primary point of contact for clients, managing relationships and ensuring high levels of satisfaction and retention • Oversee client onboarding, coordinate deliverables, and ensure smooth execution of projects and services • Monitor account performance, track KPIs, and provide regular reports with insights and recommendations • Handle client inquiries, resolve issues or escalations promptly, and maintain clear, proactive communication • Collaborate with internal teams (operations, sales, marketing) to align strategies, meet client goals, and identify growth opportunities

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Legal Assistant

Doxa7 Solutions Inc.

Jan 2024 - Jan 2025 (1 year 1 month)

• Drafted, reviewed, and managed franchise legal documents (FDDs, agreements, demand letters), ensuring compliance with federal and state regulations. • Conducted legal research, handled e-filing, renewals, and regulatory filings while maintaining accurate compliance tracking and documentation. • Coordinated with clients and attorneys, managed legal billing, and maintained confidential records while supporting high-volume case management and workflow efficiency. • Exercised a high level of organizational leadership to manage intricate workflows, meet critical deadlines, and facilitate effective cross-functional coordination among legal teams and external stakeholders, ensuring the efficient progression of multiple simultaneous legal process

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Property Manager

Rove

Jan 2021 - Jan 2024 (3 years 1 month)

• Acted as the primary contact for tenant concerns, repairs, and property-related requests. • Scheduled and oversaw routine maintenance and emergency repairs, liaising with reliable contractors. • Drafted lease agreements and ensured compliance with state/local landlord-tenant laws. • Maintained detailed records of property finances, rent collection, and maintenance logs. • Led the execution of special projects to improve property value and tenant satisfaction. • Applied inventory management principles by tracking and managing property supplies such as linens, toiletries, and cleaning materials, ensuring optimal stock levels across multiple units and forecasting usage to prevent stockouts and coordinate timely replenishment, mirroring wareh

Onboarding & Account Manager

MultiplyMii

Jan 2019 - Jan 2021 (2 years 1 month)

• Led the end-to-end onboarding process for new hires and remote teams for multiple clients. • Ensured seamless transition from onboarding to operations, including training, documentation, and KPI alignment. • Issued and managed Performance Improvement Plans (PIPs) during the onboarding phase. • Acted as the main liaison between clients and talent, addressing inquiries and facilitating performance reviews. • Delivered onboarding reports to clients and upper management, highlighting risks and recommendations. • Monitored performance metrics and collaborated with department heads on continuous improvement strategies. • Built and maintained strong client relationships by providing consistent updates and issue resolution. • Conducted onboarding

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Director of Operations / Chief of Staff

Thread Jungle

Jan 2015 - Jan 2019 (4 years 1 month)

• Established and refined company-wide SOPs and performance frameworks. • Oversaw business development initiatives and executed process improvement strategies. • Managed operations for Amazon and Shopify platforms, including order fulfillment and refunds. • Directed a team of remote agents: created KPIs, led coaching sessions, approved marketing content, and monitored quality metrics. • Handled client escalations, customer complaints, PayPal disputes, and chargeback cases. • Managed supplier communications, payroll, and hiring processes. • Tracked daily sales performance and led campaigns to improve conversion rates. • Developed training modules and materials for newly onboarded remote agents. • Reviewed digital marketing plans and ensured

Director of Operations

IT BROKER

Jan 2013 - Jan 2015 (2 years 1 month)

• Led operational strategy and execution across multiple departments, ensuring alignment with business goals. • Developed company-wide standard operating procedures (SOPs) and implemented process improvement initiatives. • Oversaw daily business operations, including performance tracking, workflow optimization, and vendor coordination. • Managed cross-functional teams and supervised department leads to ensure accountability and delivery of KPIs. • Designed and implemented monthly performance targets and productivity dashboards for team visibility. • Delivered regular coaching, mentoring, and feedback sessions to support team development. • Produced training materials and facilitated onboarding programs for new hires. • Supported business de

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