Rachel Tuazon

Senior Operations Manager

Athena

Sep 2024 - Jun 2025 (10 months)

Client and Crisis Management: Proactively manage client relationships, stepping in during emergencies to ensure continuity and stability. People and Relationship Development: Develop lasting relationships by understanding the business and personal strategies of clients and aligning them with the capabilities of executive partners. Business Acumen and Strategic Planning: Utilize and align Athena's services with client goals, optimizing each partnership. Negotiation Skills: Value negotiation skills to enhance client interactions and agreements. Additionally, trained Executive Assistants on how to effectively use Notion as a project management tool, facilitating the storage of knowledge base documentation and enhancing team collaboration throu

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Chief of Staff

WorldBeep LLC

May 2023 - Sep 2024 (1 year 5 months)

Managed a team of 20 freelancers, ensuring optimal performance and productivity. Led the hiring and recruitment process, creating job descriptions, postings, conducting initial assessments, interviews, and final deliberations. Oversaw onboarding processes, including creating contracts, providing company documents and tools, and managing payroll. Terminated ineffective team members or ended contracts as necessary to maintain team efficiency. Encouraged team members to share knowledge by documenting their processes and creating training materials, fostering a culture of continuous learning and collaboration. Provided time for team members to discuss and share insights, enhancing overall team cohesion and knowledge retention. Designed and impl

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Account Manager Assistant

Amplify My Business (Real-Estate)

Dec 2020 - Mar 2022 (1 year 4 months)

Assisted the Account Manager by efficiently managing daily deliverables and achieving monthly targets, ensuring seamless operations. Monitored Facebook Ads lead flow and resolved account errors, optimizing ad performance. Conducted comprehensive GoHighLevel CRM training for Real Estate Investors, enhancing their onboarding experience. Regularly assessed lead counts and campaign statuses in GoHighLevel CRM, ensuring accurate tracking. Handled incoming calls and SMS, providing prompt and effective customer service. Created detailed out-of-area leads reports using MapDeveloper, aiding in strategic decision-making. Submitted and tracked account change requests via Paperform, ensuring timely updates. Utilized Halp for efficient internal ticketin

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Partner Success Manager/ Associate Product Manager / Activation Manager

Datto Commerce (formerly Gluh)

Feb 2018 - May 2023 (5 years 4 months)

As a Partner Success Manager/Associate Product Manager/Activation Manager, I processed provisioning tickets for various Datto products through Salesforce and Autotask, ensuring efficient handling of customer requests. I initiated supplier feed communication and monitored PSA integration requests, creating sandboxes for testing and implementation to enhance product functionality. Additionally, I managed a team across the Philippines, providing training on the software and overseeing KPIs and performance tracking, which contributed to employment regularization and salary increases, thereby fostering a culture of continuous improvement and accountability within the team.

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Digital Marketing Specialist / Executive Assistant

Measureschool

Jan 2018 - Jun 2020 (2 years 6 months)

Managed YouTube Channel: Increased subscriber count by 30% through consistent content updates and engagement. Scheduled Social Media Posts: Effectively used Buffer to schedule and publish daily posts, increasing overall social media engagement by 25%. Modified Marketing Automation: Enhanced lead nurturing and conversion rates by optimizing ActiveCampaign workflows. Captioning and Transcription: Delivered high-quality captions and transcriptions using Otter, Temi, and Rev, improving accessibility and engagement. Facebook Community Management: Grew the community by 40% through active moderation and engagement, fostering a positive and interactive environment. Created Weekly Newsletters: Developed and distributed weekly newsletters via ActiveC

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Head of Operations

Yobike UK

May 2017 - Mar 2020 (2 years 11 months)

Trained the team on new app features and production processes, resulting in a 20% increase in user satisfaction and a 15% reduction in support tickets. Conducted regular coaching sessions and performance appraisals, leading to a 25% improvement in team performance and employee engagement. Processed escalations and refunds via Zendesk, improving customer resolution time by 30% and enhancing overall customer satisfaction. Developed and implemented customer service protocols to ensure timely and effective resolution of customer issues. Monitored customer feedback and implemented strategies to improve service quality and customer experience. Oversaw daily operations, ensuring efficient and effective workflow and resource allocation. Implemented

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Executive Relationship Manager

1920 Business Solution

Mar 2014 - Jan 2018 (3 years 11 months)

Maintained and updated Salesforce accounts to ensure accurate customer data and efficient tracking. Posted updates on social media platforms (Twitter, Facebook, Google Plus, LinkedIn) using Hootsuite to maintain online presence. Created and sent email marketing campaigns through Microsoft Outlook, Vertical Response, MailChimp, and Clickback, contributing to engagement efforts. Prepared reports using Microsoft Excel and Salesforce to support team projects and initiatives. Scheduled appointments and performed telemarketing tasks to assist in client outreach. Wrote email copy for various campaigns to communicate effectively with clients and stakeholders. Organized and managed webinars using GoToMeeting and Calendly, facilitating virtual meetin

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