BIANCA A. AQUINO
Operations & Admin Specialist
ABOUT ME
I'm an effective and organized operations admin specialist with experience spanning
customer service, project coordination, human resources, and managing workflows. I bring
structure and efficiency to every role I take on, being quick to learn and calm under
pressure. Whether it's coordinating people, managing data, creating and polishing up
standard operating procedures, I bring consistency and continuous improvement to my
craft.
WORK EXPERIENCE
Medic Paths UK | 2025 - 2025
Lead Operations Administrator
Led and coordinated a team of three operations staff, ensuring smooth execution of
administrative, HR, and client-facing processes
Owned end-to-end tutor recruitment: sourcing qualified candidates, initiating outreach,
scheduling interviews, conducting interviews, and managing onboarding
Designed, wrote, and implemented multiple Standard Operating Procedures (SOPs) to
improve internal systems, simplify workflows, and standardize operations across teams
Trained new hires and team members through structured onboarding and internally
developed training materials, including a self-created course
Supported HR functions, cross-department coordination, and internal communications
Created and managed client contracts, internal documentation, and operational
trackers using Google Workspace, Notion, and Sheets
Payroll processing for contract-based employees. Maintained payroll records, tracking
and audit, and ensured timely payments
Teletech, Hinduja Global Solutions | 2021 - 2023
Customer Service Representative (Voice & Non-Voice)
Handled live chat and phone conversations, working with a variety of customers and levels
of difficulty
Traced billing errors and service failures by reviewing account history, usage patterns, and
backend tools to identify issues
Made judgment calls on credits, adjustments, and next steps based on policy, account
context, and customer impact
Explained contract terms, service limitations, and technical processes in plain language
so customers clearly understood what would happen next
Switched seamlessly between telecom and fitness accounts, adapting tone, tools, and
workflows
BIANCA A. AQUINO
Operations & Admin Specialist
Additonal Information, Experience, and Skills
SOFTWARE AND APPS USED:
Slack
Microsoft Teams
Microsoft 360
Notion
Wise
Zoom
Canva
Google Workspace
Calendly
WORK EXPERIENCE
Volunteer Clinical Staff | Odyssey Hub | 2024 - 2024
Conducted targeted research based on client requirements
Compiled and organized findings into structured reports
Conducted group lectures and one-on-one lectures
Ghostwriting | Academic | 2024 - 2025
Completed a full dissertation in postgraduate masters for a NZ client
Writing
Editing/Proofreading
Discussion answers Analysis
SUMMARY OF SKILLS AND EXPERTISE
Operations & Process Management
Administrative & Executive Support
Recruitment, Interviewing & Onboarding
SOP Development & Workflow Optimization
Training & Knowledge Documentation
Client & Customer Support (Voice & Non-Voice)
