Rachel T.
✨ Newly AddedOperations Manager
Compare at US rates $18,000/mo?
AI Experience
Notable Highlight
Rachel built her own AI tools and processes before most companies adopted them. As Chief of Staff at a US digital marketing agency, she managed recruitment through offboarding single-handedly for a 20-person team, implementing AI-assisted resume screening, using AI to write SOPs, and leading the agency's rollout of a CRM and AI chatbot that cut turnaround time by 20%. She then led and trained 15 executive assistants supporting high-value clients in a $72M ARR portfolio. Today she runs her workflow in ClickUp Brain, which converts meeting recordings into tasks and executive-level reports for the CEO. Works hands-on with ChatGPT and Claude - the AI Experience section above has the examples.
Experience Summary
Rachel is a remote operations leader and Chief of Staff based in the Philippines with more than 15 years in operations and 12 years of remote work experience for US, UK, and Australian companies. As Chief of Staff to the CEO of a US digital marketing agency, she supported strategic planning and execution, managed a 20-person freelance team through recruitment, onboarding, HR, payroll, performance reviews, and benefits administration, built asynchronous workflows and documentation for cross-time-zone collaboration, and led the agency's adoption of AI tools, CRM, and marketing automation. She served as Senior Operations Manager at an executive assistant company, leading and training 15 executive assistants supporting a $72M ARR client portfolio, overseeing client onboarding and weekly alignment meetings, and managing escalations. Most recently, she streamlined billing and client-management workflows and built executive assistant training programs in operations and client success roles. Earlier in her career, she spent five years as Partner Success Manager for a B2B e-commerce procurement platform supervising its customer success team and served as Head of Operations for a UK transportation company. She holds a BS in Information Technology and brings additional experience in digital marketing, executive assistance, and customer service.
Key Achievements
Scaled and managed a distributed team of 20+ remote professionals, improving operational efficiency by 30%. Led and mentored 15 executive assistants supporting high-value clients within a $72M ARR portfolio, reducing client escalations. Reduced turnaround time by 20% by implementing a CRM and AI chatbot for lead nurturing. Introduced AI-assisted recruitment and resume screening while managing recruitment through offboarding, significantly reducing manual workload. Prevented 15% client churn through proactive customer success health monitoring. Onboarded 15+ suppliers, increasing a platform's UK product offering by 20%. Delivered 15% revenue growth through operational efficiency improvements as Head of Operations. Built onboarding and training programs for executive assistants, customer success specialists, and operations teams.
Skills
Tools:
- ClickUp and ClickUp Brain
- Notion
- Trello
- Slack
- Zoom
- Google Workspace
- Microsoft Office
- Salesforce
- GoHighLevel
- Zendesk
- Intercom
- Freshdesk
- Pipedrive
- ActiveCampaign
- Mailchimp
- Hootsuite
- Canva
- Photoshop
- WordPress
- ChatGPT
- Claude
- Gemini
Industries:
- Digital marketing agencies
- executive assistant and VA services
- B2B e-commerce and SaaS
- transportation and mobility
- real estate
- online education
- telecommunications
- publishing
- travel
Skills:
- Chief of Staff and CEO support
- strategic planning and execution
- operations management
- process design and SOP creation
- remote team leadership
- recruitment and onboarding
- HR and payroll operations
- performance management
- training program development
- client onboarding and success
- escalation management
- KPI tracking and stakeholder reporting
- project management
- AI and automation implementation
Work Experience
Operations Manager
a previous company · Remote · Oct 2025 - Mar 2026
- Resolved operational bottlenecks across billing and client management workflows by implementing automation, improved systems, and optimized tool utilization.
- Optimized client management workflows, improving coordination between remote EAs and clients.
- Developed and implemented Executive Assistant training materials using GoHighLevel to support onboarding and role readiness.
- Led training and development initiatives for Executive Assistants to improve service quality, consistency, and operational efficiency.
Senior Operations Manager
a previous company · Remote · Sep 2024 - Jul 2025
- Facilitated client onboarding and led weekly alignment meetings.
- Directed and mentored 15 Executive Assistants supporting high-value clients within a $72M ARR portfolio, improving service delivery and client satisfaction.
- Proactively managed client relationships, including crisis resolution, to maintain stability and service delivery.
- Led training programs for 15+ Executive Assistants, improving service delivery quality and reducing client escalations.
Chief of Staff
WBDM · Remote · May 2023 - Sep 2024
- Supported the CEO with strategic planning, team development, and execution.
- Managed a 20-member freelancer team, overseeing recruitment, onboarding, performance management, and HR operations; improved efficiency by 30%.
- Oversaw HR processes, contracts, training and development, and payroll.
- Implemented team-wide performance appraisals and benefit systems.
- Built asynchronous workflows and documentation systems enabling remote teams to operate efficiently across time zones.
- Drove the adoption of AI tools and marketing automation platforms.
- Implemented GoHighLevel CRM and AI chatbot, reducing turnaround by 20% and improving lead nurturing.
Partner Success Manager
DC · Feb 2018 - May 2023
- Onboarded 15+ suppliers, increasing UK product offerings by 20%.
- Reduced churn by 15% via customer success health monitoring.
- Conducted client training and led escalations across Zendesk, Intercom, and Freshdesk.
- Supervised customer success team performance and new hire training and development.
- Led onboarding and skills training for newly hired customer success specialists, ensuring readiness in tools, processes, and client support standards.
- Managed distributed teams within a remote-first environment, ensuring smooth collaboration across time zones.
Account Manager Assistant
AMB · Remote · Dec 2020 - Mar 2022
- Led GHL training and campaign assessments for RE clients.
- Created lead reports, scheduled campaigns, and managed inbound communication.
Digital Marketing Manager / Executive Assistant
MS · Remote · Jan 2018 - Sep 2020
- Boosted community growth by 40% and website traffic by 35%.
- Led email newsletters and digital content creation.
- Managed automation tools, community posts, and course updates.
Head of Operations
YU · May 2017 - Mar 2020
- Delivered 15% revenue growth via operational efficiency improvements.
- Managed logistics and fleet, reducing support tickets by 15%.
- Instituted strategic planning cycles, KPI tracking, and data-driven reporting.
- Designed and delivered onboarding and training programs for operations and support teams, improving readiness in operational systems, customer communication, and service workflows.
Executive Relationship Manager
1BS · Mar 2014 - Jan 2018
- Created marketing campaigns and lead generation workflows.
- Organized webinars, lead outreach, and social media posts via Hootsuite.
Sales and Service Representative
CP · Jun 2010 - Feb 2014
- Delivered high-volume customer support and upselling for telco clients.
Author Services Representative
XP · May 2008 - Jun 2010
- Guided authors through publishing workflows and training support.
Travel Specialist
APS · May 2006 - May 2008
- Coordinated flight, hotel, and rental bookings; resolved client disputes.