Shalom Agtagma | Freelancer Resume

Rejoice Shalom G. Agtagma ABOUT I am an operations and executive support professional with nearly 20 years of experience helping CEOs, founders, and business owners streamline operations, manage remote teams, and scale sustainably. For the past 8 years, I’ve worked as an Operations Manager, Program Manager, and Executive Assistant, supporting leaders across digital marketing, eCommerce, consulting, real estate, and online service-based businesses. I specialize in remote team management, leading diverse, multicultural teams across the U.S., Europe, and Asia. I’m known for building strong communication systems, improving team alignment, and creating workflows that keep distributed teams efficient, productive, and connected. CORE COMPETENCIES Operations Management & Business Systems | Global Remote Team Leadership | Project & Program Management | Executive Support | Process Creation & Governance, Workflow Optimization | Client, Stakeholder & Sendor management | Cross-functional Coordination | Digital Marketing Operations | Social Media management | Podcast & YouTube Operations | CRM Management PROFESSIONAL EXPERIENCE River Cruise Network, Discount Coach Tours, Wed In Destination Sales Manager (Global) Dec 2025 – Present KeiSha Link Builders, Paranaque, PH Owner, Co-Founder Stay N Cee, Makati, PH Owner, Founder (Short & Long Term Rentals) MADX Digital, London, UK Sr. Operations & Program Manager (Remote) MADX Digital, London, UK Operations & Program Manager (Remote) MADX Digital, London, UK SEO Project Manager (Remote) Jul 2025 – Present Apr 2024 – Present Jul 2025 – Dec 2025 Mar 2024 – Jun 2025 July 2023 – Feb 2024 ● Grew the team to ~30 members, working closely with the co-founders to scale operations. ● Drove strategic plans from ideation to execution, ensuring initiatives were completed and aligned with company goals. ● Hired key team members across operations, management, and delivery functions. ● Ran daily operations alongside the Operations Executive and Project Managers. ● Established core working hours, communication protocols, and operational standards. ● Created and maintained tracking systems across Google Workspace, Trello, and Slack for efficient project oversight. ● Led monthly planning with leadership and bi-weekly check-ins with QA to ensure quality control. ● Oversaw daily stand-ups, weekly and monthly reporting, and performance updates. ● Organized and facilitated quarterly team-building events to strengthen culture, alignment, and team morale. ● Oversaw client onboarding and communication via dedicated client emails and ensured on-time deliverables ● Improved accountability, reporting timelines, and SOP alignment across teams. BEFIT BETTER HEALTH, HOLLYWOOD, FLORIDA, USA Executive Assistant & Email Marketer (Remote, Part-Time) Nov 2024 – Dec 2025 Leads & CRM management. Email marketing. Graphic design. Event management. Social Media management. LOAN WITH JEN, TEXAS, USA Executive Assistant & Podcast Manager (Remote, Part-Time) Mar 2023 – May 2024 Leads & CRM management. Podcast Production. Email marketing. Graphic design. Audio Editing. Event scheduling. DEXTEROUS ORGANIZING, DEXTEROUS LIFESTYLE, VIRGINIA, USA Aug 2022 – June 2023 Executive Assistant to CEO & Business Development Director Calendar & inbox management. Minute-taking. Process creation/quality/governance. Invoice management. Leads & CRM management. Project Management. YouTube & Podcast Production. Copywriting, email marketing, graphic design. Video editing. SOCIAL REACH MARKETING, SUFFOLK, UK Operations Assistant Jun 2021 – Jan 2023 Ads reporting, client outreach & management, cold calling & follow-up, keyword research, calendar management, Upwork outreach, leads management, Click-up management, Slack management. GILI SPORTS, ARIZONA, USA Feb 2022 – December 2022 Personal Assistant, Social Media/YouTube Manager Calendar & inbox management. Meeting scheduling, affiliate & influencer management, daily coordination with CEO and Operations team, Social media (Facebook, Instagram, TikTok) planning, scheduling, posting, curation, repurposing, copywriting, insights & engagement. Youtube content ideas, repurposing, planning, copy editing, keyword research, and SEO. SOP creation. Amazon Listing. Asset management. Customer support via social media messaging and web moderation. Invoice management. EXPERT BRAND HUB, WYOMING, USA HR & Project Manager Nov 2020 - July 2022 Podcast management. Lead generation. SOP creation. Project & Team management. Email campaigns, Zoom management. Recruitment.. Client management. Payroll. Virtual event planning and moderation. RIVERA HOLDINGS LLC, TAMPA, FLORIDA, USA Virtual Assistant (Part-time) Oct 2017 – Sept 2021 ● Perform administrative tasks for a CEO/value investor/financial advisor/author, which include but not limited to: o Copyediting of blog – WordPress / Microsoft Word content management of 5 to 7 blog posts a week o Creation and maintenance of Social Media contents – Content creation and graphic design of posts for Facebook, Twitter, LinkedIn, Instagram 7 days a week o Social Media page engagement and followers growth – Performs organic Social Media engagement resulting to 86% follower growth in 9 months o Social Media analytics & marketing strategy – Monthly analysis of Social Media insights leading to creation of marketing strategies focusing on lead conversions PROFESSIONAL EXPERIENCE (ON-SITE WORK) SYKES ASIA, INC., MAKATI CITY Executive Assistant to the Senior Vice President, Operations Covid19 Career Highlights Jan 2019 – Jan 2022 - Leads the activation of work-at-home set-up for up to 4,000 employees within the business unit beginning Mar 2020 – includes delivery / retrieval of PCs, laptops, peripherals and modems within and outside Metro Manila - Leads the activation and daily operations of shuttle service for up to 800 employees (who cannot work at home) within the business unit beginning May 2020 – includes creation of manifest, vendor coordination, daily dispatch and audit of invoices for service rendered - Oversees virtual FGD amongst employees to touch base on work-at-home wins and challenges Tracks action items to support and strengthen work-at-home set-up – includes fixed internet installation/upgrade, webcam deliveries, additional allowances, etc. Regular Tasks include but not limited to: ● Provides high-level administrative support to Senior Vice President, 4 Sr Directors and 11 Directors by conducting research, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, managing executive's calendars, and scheduling meetings ● Maintain confidentiality of highly sensitive information – includes business transactions and personal transactions (i.e. house lease) ● Arranges and coordinates meetings of SVP / Sr Leadership Team to C-levels executives within/outside the organization ● Acts as the point of contact among executives, POCs within the organization, clients, stakeholders, vendors and all other support groups ● In-charge with onboarding/offboarding of new hire Sr Mgrs to above levels – oversees onboarding/offboarding of Mgrs to below levels ● Organize team communications and plan events, both internally and offsite – oversees weekly / monthly / annual leadership sessions by ensuring the facilitator is ready and technically equipped, participant’s pre-work is submitted on time, tokens are on hand for engagement activities, etc. ● Make travel and accommodation arrangements – from Senior Leadership Teams’ down to Management team’s flight and hotel tickets, including coordination and troubleshooting of last-minute changes, down to VISA processing and required documents, necessary travel allowances – with frequency of quarterly and annual business reviews and annual summits or seminars ● Monitor traction on projects and action items – weekly or bi-monthly checkpoints are done to ensure target outcome is achieved on time ● Manages office supply inventory – from vendor selection, procurement and after sales support ● Rack daily expenses and prepare monthly reports – include invoice audit, consolidation, cost allocation and completion of payment ● Trains and supervises lower-level clerical staff – ensuring internal processes supporting daily Operations are aligned across all business unit, audits on monthly expense reports are performed, quarterly refreshers are attended to OPTUS, CONVERGYS PHILIPPINES, MUNTINLUPA CITY Associate Operations Support – Knowledge Analyst Nov 2014 – Jan 2019 ● Create, update and support online self-help and customer operations content ranging from self-help instructions, work instructions, product information, regulatory required articles and online tutorials – supporting over 2,000 call center front-liners, back–end and retail support across cities in Australia, Philippines and India, ensuring process knowledge on day to day operations ● Creation of new online content for both self-help and customer operations to support all changes across the business including marketing, product and program launches, process changes and system updates – assisting over 6 million Australian customers, who are in Australia or overseas, with product knowledge and promoting self-serve as the company leverages on digital support ● Management of online content aligned to industry best practice and KM Style Guidelines – maintaining Response & Accuracy rate above industry’s best practice at 85% leveraging on good quality content and SEO ● Process (L4) development and improvement achieved via stakeholders’ and users’ feedback – personally governing over 500 users, on site alone, for process update or improvement ensuing steady growth of quality feedback & knowledge base utilization ● Communication of changes to online content and/or process to relevant Customer Operations Teams – ensuring information dissemination across all offshore and onshore partners eliminating out of date process knowledge, driving traffic to knowledge base rather than SMEs OPTUS, CONVERGYS PHILIPPINES Quality Evaluator April 2013 – Oct 2014 ● Evaluates call transactions via NICE Recording Systems or double-jacking – met 270 - 300 required call transactions per month. Performed on up to 6 lines of business within significant time-frame ● Creates and analyzes reports of trending agent behaviors and customers insights on a weekly & monthly frequency – presented data analysis to Operations Manager / Team Leaders / Senior Managers on a weekly, monthly or as needed basis ● Identifies skill or will gaps based on Operations’ best practice – presented weekly & monthly recommendations to Operations team based on analysis during calibrations sessions, monitored progress and provided feedback when trending issues are identified ● Facilitates refreshers to adult learners and creates and cascades notices to Operations – performed as supplementation to Operations’ coaching sessions, performed as needed, most significantly when KPIs are falling below target ● Identifies process gaps and presents to stakeholders to improve products and services – have led process analysis with SMEs based on agent & customer insights for process stakeholders to reevaluate, performed as needed, utilized by Operations to resolve issues identified with NPS and Issue Resolution analyses EMPLOYMENT HISTORY OPTUS, CONVERGYS PHILIPPINES, Subject Matter Expert, Mar 2012 – Mar 2013 OPTUS, CONVERGYS PHILIPPINES, Agent, Aug 2011 – Feb 2012 DIRECTV, CONVERGYS PHILIPPINES, Transition Consultant, Jun 2011 – Jul 2011 DIRECTV, CONVERGYS PHILIPPINES, Agent, Mar 2, 2009- May 2011 STARBUCKS COFFEE, RUSTAN COFFEE INC., Barista, Sept. 15, 2008- Feb. 15, 2009 TECHNICAL PROFICIENCIES OS: Windows, Mac SOFTWARE: - Google Workspace, Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher) Go High Level, BombBomb, Hubspot, Sharepoint, Salesforce - ChatGPT, Otter - DaVinci Resolve, Canva - Click-Up, Trello, Asana, Infinity, Airtable - Slack, Zoom, Whatsapp, Telegram, Signal, Skype, Loom, Nice Recording Systems - Active Campaign, Clickfunnels, WordPress (& Elementor), Wix, Intelliresponse, Adobe Dreamweaver - Quickbooks, Oracle - YouTube Studio, Simplecast, Meta Business Suite & Creator Studio, Hootesuite, PostPlanner, Buffer, Social Media Platforms (Facebook, Twitter, LinkedIn, Instagram, YouTube, Pinterest) - Google Ads, Data Studio, Klaviyo, Microsoft Advertising, Shopify, Amazon Seller LANGUAGES: HTML GROUPS CONVERGYS ALABANG 3 EMPLOYEE ENGAGEMENT, Events Host / Team Member, Oct 2017 – Jan 2019 CONVERGYS VOLUNTEERS GIVING (C.V.G) HOPE, Project Lead, Aug 2016 – Oct 2017 THE MORNING SHIFT, CONVERGYS ALABANG 3, Writer, July 2016 – Jan 2019 COMMUNITY UNITED METHODIST CHURCH, GUIMBA, NUEVA ECIJA Poverty Alleviation, Dec 2018 Volunteer, Point of Contact (POC) – spearheaded fund raising for food items distributed to poor families in town. Over 70 families are given food packages for Christmas 2018. GAWAD KALINGA COMMUNITY DEVELOPMENT Poverty Alleviation, Jun 2016 Volunteer, Point of Contact (POC) - Built houses for GK community in Marcelo Green Village, Pque City; Facilitated activities for the children, translated English to Filipino language for Australian volunteers. MISSIONARIES OF THE POOR (MOP) Social Services, Apr 2014 – Oct 2017 Project Support, Planning & Coordination - Quarterly spearheaded fundraisers of Php100K, event planning, volunteers’ identification and deployment to Sta. Ana, Manila for the abandoned “tatays” and disabled children in the community housed by MOP brothers. SOS CHILDREN’S VILLAGES INTERNATIONAL Children, Oct 2016 Project Support, Planning & Coordination - Spearheaded toy drive to employees encouraging new or used toy donation, volunteers’ identification and deployment to Ayala, Alabang for the adopted children of the said institution. HANDS ON MANILA Education, Dec 2016 – Oct 2017 Project Support & Coordination - In partnership with Convergys, led volunteers’ identification and deployment to Jose Cardones Elementary School to assist the Alternative Learning System (ALS) students via mentoring, training and upskilling. VILLAR SIPAG FOUNDATION Poverty Alleviation, Nov 2016 Project Support, Planning & Coordination - In partnership with Villar SIPAG foundation, led event planning, volunteers’ identification and deployment to Brgy Buli, Muntinlupa for Water Lily Livelihood Program. EDUCATION ASSOCIATE IN HEALTH AND SCIENCE EDUCATION, Philippine Christian University – Mary Johnston College of Nursing, SY 2006 – 2007 BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION – MANAGEMENT INFORMATION SYSTEMS, AMA University – Online Education, 2017 DIPLOMA / CERTIFICATE IN: ● DIGITAL MARKETING, Shaw Academy, 2017 ● LEADERSHIP AND MANAGEMENT, Shaw Academy, 2017 ● WEB DEVELOPMENT, Shaw Academy, 2018 ● SEO TUTORIAL FOR BEGINNERS, Udemy, 2018 ● GOOGLE ANALYTICS INDIVIDUAL QUALIFICATION, Udemy, 2018 ● GOOGLE ADWORDS, Udemy, 2018