Operations & Admin Leader - AI-Driven Productivity Advocate

Carlo Jean-Michel

Chula Vista, CA ***** • 781-***-**** • ********@*****.***

Open to Remote & Hybrid Opportunities Nationwide

PROFESSIONAL SUMMARY

Strategic administrative and operations professional with 15+ years of progressive experience delivering executive-level support, process optimization, and cross-functional team leadership in corporate and academic environments. Recognized for AI-augmented productivity, data-driven decision-making, and async-first remote collaboration across distributed teams. Skilled at translating organizational goals into streamlined, scalable workflows — reducing operational friction, increasing efficiency, and driving measurable outcomes. Proven ability to manage high-visibility projects, govern budgets, and maintain data integrity with minimal supervision. Adept with Microsoft 365, Google Workspace, Slack, Zoom, CRM platforms, and modern project management tools. Highly adaptable, emotionally intelligent, and committed to continuous learning in a fast-evolving workplace. CORE COMPETENCIES

Remote & Hybrid Operations Leadership Executive Partnership & C-Suite Support AI-Augmented Workflow Optimization

Project & Program Management Budget Governance & Financial Reporting

Process Improvement & Automation

Cross-Functional Team Enablement Stakeholder Engagement & Communications

Data Management & Systems Integrity

Change Management & Organizational

Agility

Staff Development & Performance

Coaching

Customer Experience & Escalation

Resolution

Event Coordination (Virtual & In-Person) Vendor & Contract Management Async Communication & Documentation

Technology: Microsoft 365 (Word, Excel, PowerPoint, Teams, Outlook) • Google Workspace • Slack • Zoom • Notion • Asana • Trello

• Salesforce / CRM Platforms • Lawson ERP • Diebold • SharePoint • DocuSign PROFESSIONAL EXPERIENCE

Problem Resolution Specialist • Santa Barbara Tax Products Group — La Jolla, CA Jan 2016 – Aug 2018 Progressive track: Customer Service Associate Shift Lead Problem Resolution Specialist

• Achieved two merit-based promotions in under three years by consistently exceeding KPIs in a high-volume financial services environment, demonstrating the accountability, self-direction, and results orientation essential for senior remote roles.

• Served as the primary escalation owner for high-complexity customer issues, applying structured root-cause analysis and delivering timely resolutions across phone and omni-channel digital platforms — reducing average handle time and improving customer satisfaction (CSAT) scores.

• As Shift Lead, managed daily operations for a distributed associate team, monitoring real-time SLA performance, coaching through synchronous and asynchronous channels, and ensuring service continuity without direct oversight.

• Built deep subject-matter expertise in tax-related financial products, high-stakes customer communication, and compliance-aware issue resolution — skills directly applicable to client-facing remote operations roles.

• Leveraged data and performance dashboards to identify workflow inefficiencies, recommend process improvements, and support team upskilling initiatives.

Office Manager, Admissions • New England Institute of Art — Boston, MA Dec 2012 – Jul 2013

• Led comprehensive cross-training and onboarding programs for admissions support staff, building team resilience, reducing single points of failure, and enabling autonomous, self-directed performance across distributed workflows.

• Digitized and streamlined mailroom operations, establishing automated routing procedures that reduced processing time and improved reporting accuracy for distributed stakeholders.

• Governed budget tracking and variance analysis within the Lawson ERP system, proactively surfacing financial insights and delivering structured written and virtual briefings to the Senior Director.

• Planned, project-managed, and executed high-visibility institutional events including Open House and New Student Orientation, incorporating hybrid and virtual delivery models to serve geographically dispersed populations.

• Coordinated cross-departmental communications, ensuring alignment between admissions, academic affairs, and student services teams — mirroring modern distributed team operations. Operations Associate • Brill Neumann Associates — Boston, MA Apr 2008 – Dec 2008

• Managed end-to-end candidate pipeline operations — sourcing, vetting, tracking, and CRM/database maintenance — ensuring data integrity and operational continuity across concurrent executive search engagements.

• Functioned as the primary stakeholder point of contact via phone and email, maintaining professional communications and relationship management standards consistent with executive-level client service.

• Ensured uninterrupted office operations through proactive resource planning, inventory management, and logistics coordination for senior leadership meetings.

Assistant to the Director of Dining Services • Northeastern University — Boston, MA Jan 2003 – Sep 2006

• Provided comprehensive C-suite administrative support — managing complex executive calendars, high-volume correspondence, and multi-department scheduling with a high degree of autonomy and discretion.

• Self-managed campus-wide operations across distributed facilities, demonstrating independent ownership, proactive issue resolution, and operational continuity without direct oversight.

• Designed and executed stakeholder feedback surveys to capture actionable insights on food preferences, translating data into vendor recommendations — directly applicable to voice-of-customer programs and operational decision-making.

• Facilitated cross-functional stakeholder meetings and mediated service escalations across students, faculty, and vendor partners, strengthening inter-departmental relationships and resolution velocity. Customer Service Representative • Northeastern University — Boston, MA Apr 1999 – Dec 2002

• Acted as a central operations connector across HR, Payroll, Cashiers, Bursar, and Dining Services, enabling seamless cross-functional information flow and interdepartmental alignment across siloed teams.

• Administered the Diebold identity and access management (IAM) system to issue, maintain, and govern university IDs and facility access authorizations for a large campus population.

• Stepped into supervisory and operations management responsibilities in the Office Manager’s absence, independently overseeing daily workflows, staff performance, and service delivery without escalation. EDUCATION

Bachelor of Science, Social Psychology — Northeastern University, Boston, MA — 2009 Relevant Coursework: Organizational Behavior • Research Methods & Data Analysis • Interpersonal Communication • Group Dynamics

& Team Performance

Professional Development: AI Workflow Integration • Remote Operations Management • Project Management Fundamentals • Certified Administrative Professional (CAP) — In Progress LEADERSHIP & COMMUNITY INVOLVEMENT

• Boston Celtics Cheerleader (2004–06 seasons) — performed at the professional sports level, demonstrating elite discipline, high-functioning team collaboration, and sustained performance under pressure.

• 8-time award-winning choreographer in competitive cheerleading and dance — recognized for creative leadership, athlete mentorship, and program development.

• 2002 Grand National Champion Athlete; 2012 & 2013 Worlds-level competitor, reflecting peak performance, resilience, and commitment to excellence.

• 7-year community volunteer with Walk for Hunger, March of Dimes, Jimmy Fund, and Project Bread — demonstrating sustained civic engagement and values-driven leadership.

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