Lanie Junio

LANIE ANN H. JUNIO Executive Virtual Assistant & Ecommerce Operations Management Philippines Executive Assistant & Operations Manager with 10+ years of experience leading support operations, managing escalations, and optimizing customer service workflows for eCommerce and service-based businesses. Known for professionalism, discretion, and the ability to anticipate needs, streamline workflows, and ensure executives remain focused on strategic objectives. Proven ability to build SOPs, manage teams, improve response efficiency, and maintain high customer satisfaction while supporting business growth. WORK EXPERIENCE Executive Assistant, Peter C • Provided high-level administrative and executive support to a consulting businessman delivering advisory services to businesses. • Managed complex calendars and scheduling, coordinated meetings, and supported strategic planning discussions and business process development. • Assisted with business documentation, records management, and operational workflows to ensure accuracy and efficiency. • Supported legal and compliance-related matters, including coordinating documentation for insolvency claims with a bank, tracking trial dates, taking detailed notes, and liaising with external law firms to ensure timely communication and follow-through. • Trusted to handle sensitive information with discretion while providing reliable, detail-oriented support across business, legal, and administrative functions. 2025 – Present NSW Admin and Basic Bookkeeping, SOUPER KITCHEN CHARITY/BISTRO • Managed volunteer schedules to ensure adequate coverage and smooth operation of activities. • Create and follow up invoices using Xero • Maintained confidential communication with families, respecting privacy and sensitivity. • Conducted outreach with foundations and community organizations to build partnerships. • Assisted in applying for grants and sponsorships to support charity programs. • Handled email outreach to donors, volunteers, and partners to maintain strong relationships and promote engagement. • Create Social media postings for FB and IG including newsletter 01/2024 – 07/2025 LANIE ANN H. JUNIO • Maintain high customer service experience to all customers and clients. Providing email and phone support taking orders and enquiry promptly. ECOMMERCE OPERATIONS MANAGER, Ecommerce Legacy — Australia • Owned day-to-day e-commerce and business operations, ensuring consistent execution across teams • Built and maintained SOPs for operations, customer service, onboarding, and internal workflows • Supported Shopify backend operations and order lifecycle processes • Managed customer support systems, chargebacks, and dispute resolution • Identified workflow gaps and implemented operational improvements • Invoicing and reconciliation in Xero • Supported hiring, onboarding, and team coordination • Worked closely with the CEO on operational planning and execution 12/2018 – 01/2024 ECOMMERCE CHAT/EMAIL SUPPORT TEAM LEAD, SM Ltd. — Retail Dropshipping Business • Led and oversaw customer support operations handling 80+ daily tickets, including order inquiries, shipping issues, and escalations • Acted as the primary escalation point, resolving complex customer concerns and ensuring timely resolution • Coordinated order fulfillment and shipment tracking to maintain accuracy and meet delivery expectations • Supervised and coached support team members to maintain high-quality communication standards and KPIs • Conducted product and issue analysis to identify recurring problems and recommend operational improvements 11/2017 – 03/2021 EDUCATION BACHELOR OF SCIENCE PSYCHOLOGY, West Negros University 2006 – 2007 BACHELOR OF SCIENCE IN NURSING- UNDERGRADUATE, Riverside College 2003 – 2006 EXPERTISE Tools & Platforms, Google Drive, G Suite, HubSpot, Shopify, Oberlo, Dsers, eBay, AliExpress, Amazon, Xero Accounting, Trello, Slack, Hubstaff, Zendesk, Salesforce, HappyFox, JIRA, Remedy, ClickFunnels, ActiveCampaign, Calendly, Netsuite, Squarespace, Recharge, Notion, ClickUp, Airtable, Base44 Key Strengths, • End-to-End E-commerce Operations Ownership • Shopify & Marketplace Operations • SOP Development & Process Optimisation • Inventory, Order & Fulfillment Coordination • Subscription & Retention Operations (Recharge) • Customer Experience, Inbox & Chargeback Management • Supplier & Vendor Coordination • Team Leadership & Recruitment Support LANIE ANN H. JUNIO