01
Business Operations
& Team Management
Supporting people, processes, and performance so teams can deliver consistently.
- Team leadership & coaching
- KPI reporting & analysis
- Workflow & SOP development
- Escalation management
OPEN TO REMOTE OPPORTUNITIES · PHILIPPINES
Your Reliable Partner in Business Operations, Administrative Support, and Customer Success.
Experienced enough to lead. Hands-on enough to get things done. I help businesses stay organized, support customers better, and keep teams moving forward.
10+Years of experience
8Team leaders managed
C2English proficiency
01 / ABOUT ME
Leadership mindset.
Hands-on approach.
I'm a business operations and customer experience professional with over 10 years of experience supporting U.S.-based businesses across customer service, technical support, sales, and operations management.
I started in frontline roles and worked my way into leadership, managing teams, monitoring performance, coaching employees, resolving complex customer concerns, and improving everyday processes.
I've also supported vacation rental operations remotely through guest communications, booking coordination, scheduling, listing management, and cleaning team coordination.
My approach is simple: take ownership, communicate clearly, and deliver work people can rely on.
02 / WHAT I DO
Three ways I can
support your business.
A versatile mix of leadership, coordination, and customer-focused execution.
Business Operations
02
Virtual Assistance
& Administrative Support
Keeping the details organized and the important tasks moving.
- Scheduling & follow-ups
- Booking & rental coordination
- CRM & records management
- Task & calendar tracking
03
Customer Success
& Client Support
Helping customers feel heard while resolving issues with clarity and ownership.
- Phone, email & chat support
- Complaint resolution
- Customer retention & sales
- Technical troubleshooting
03 / SELECTED WORK
Work samples that
show the process.
Six practical portfolio demonstrations. Browse a visual overview or download each sample. Fictional data and scenarios are used throughout.
OPERATIONS / 01
OPERATIONS MANAGEMENT
Operations Performance Dashboard
Sample reporting system for team KPIs, performance comparisons, and coaching priorities.
Download Excel sample ↗OPERATIONS / 02
01 / IDENTIFY02 / COACH03 / FOLLOW UP
OPERATIONS MANAGEMENT
Team Coaching & Improvement Tracker
30-day action plans with weekly follow-ups, coaching records, and progress evaluation.
Download Excel sample ↗VIRTUAL ASSISTANCE / 03
MONTUEWEDTHUFRI
VIRTUAL ASSISTANCE
Vacation Rental Operations Tracker
Booking coordination, property readiness, guest requests, and cleaning schedules.
Download Excel sample ↗VIRTUAL ASSISTANCE / 04
✓ Prepare weekly update✓ Confirm client meeting○ Follow up on open tasks
VIRTUAL ASSISTANCE
Administrative Task & Follow-Up System
Practical task, deadline, meeting-action, and stakeholder follow-up management.
Download Excel sample ↗CUSTOMER SUCCESS / 05
INTAKE→REVIEW→RESOLVE
CUSTOMER SUCCESS
Customer Complaint & Escalation SOP
A structured complaint-resolution process with responsibilities, response targets, and quality checks.
Download Word sample ↗CUSTOMER SUCCESS / 06
CASE #CS-0042IN PROGRESSOwner assigned · Follow-up scheduled
CUSTOMER SUCCESS
Customer Support Case Management
Fictional case register tracking ownership, escalation, response targets, and follow-ups.
Download Excel sample ↗Portfolio note: These are demonstration work samples created to illustrate relevant capabilities. Names, records, and results are fictional; they are not actual employer data or verified business outcomes.
04 / EXPERIENCE & TOOLS
Built on years of
real-world experience.
2017 – PRESENT*
Team Leader / Operations Supervisor
Concentrix / Convergys
Team performance, coaching, escalations, customer operations and process improvement.2023 – 2026
Virtual Assistant / Rental Operations
EroRentals LLC
Guest support, booking calendars, rental listings, cleaning coordination and upselling.2014 – 2017
Technical / Customer Support Associate II
Convergys Bacolod
Technical support, service recovery, account inquiries and sales support.2012 – 2014
*Employment dates should be confirmed before public launch.Customer Service — Level 2
PanAsiatic Call Centers
Escalated customer concerns, returns, replacements and cross-team resolution.05 / LET'S CONNECT
Need someone who can
own the details?
Whether you're building a support team, improving operations, or looking for dependable remote assistance, I'd be glad to connect.
START A CONVERSATIONneilfran.gelantagaan@hotmail.com ↗
Based in the Philippines · Open to remote opportunities
Send an Email ↗