Remote Data Entry Clerk-Operations Automation Expert

BRUNO QUINTELA

908-***-**** *********@*******.***

PROFESSIONAL SUMMARY

Strategic Operations and Systems Director with 20+ years of experience building scalable business infrastructure, delivering high-volume service, and optimizing client support processes. Skilled in customer service, workflow design, and technology-driven automation, consistently improving efficiency for diverse client groups. CORE COMPETENCIES

• Collaboration / Reporting: Google Workspace, Microsoft Teams, Slack, Zoom, Power BI, Excel, Google Sheets

• Project / Operations Management: Jira, Trello, ClickUp, Connecteam, Agile, Scrum, ITIL 5

• Systems & Automation: Technical operations, CRM architecture and administration, SaaS implementation, Systems integration, Automation design using Zapier and Make

• CRM / Transaction / Business Platforms: Salesforce, HubSpot, kvCORE (BoldTrail), GoHighLevel, Dotloop, ZipForms

• Operations: Operations leadership, Workflow design and optimization, SOP development and standardization, KPI tracking and operational reporting, Service delivery, Business process improvement

• Leadership & Stakeholders: Remote team leadership, Training and onboarding, Performance development, Cross-functional coordination, Vendor management, Stakeholder management

• Customer Service & Communication: Customer service, Written communication, Phone support-

, Empathetic client interaction, Problem resolution PROFESSIONAL EXPERIENCE

New Direction Group 2017 - Present

Director of Operations & Systems

Real estate, education & insurance divisions 1,800+ clients 800+ students 50+ monthly transactions

• Oversaw operational infrastructure, implemented systems, and designed workflows for three divisions (real estate, education, insurance), improving process efficiency and cross-team alignment

• Handled client and vendor inquiries via email and phone, resolving issues, clarifying billing questions, and delivering reliable, empathetic service for clients and partners.

• Managed vendor contracts and SLA performance across all operations, ensuring compliance and maintaining high service quality

• Implemented automation using Zapier, Make, ClickFunnels, and Zoom to support 800+ students, reducing manual data entry by 80% and creating a scalable online learning environment

• Managed operations for 1,000+ insurance client accounts and deployed tracking systems that improved reporting visibility, agent accountability, and leadership oversight.

• Coordinated cross-functional execution across sales, service, education, and administrative functions in distributed and hybrid environments, leading to consistent project delivery and reduced handoff delays Rite Choice Realty / ABS School 2015 - 2018

Team Leader & Lead Instructor

• Directed operational support and performance development for a team of 100+ agents, building mentorship and onboarding systems that accelerated agent ramp-up time by 25% and improved field readiness.

• Trained 2,300+ students using optimized instructional methods to increase licensing success rates.

• Digitally transformed school infrastructure, leading to a 20% increase in enrollment and student satisfaction.

• Established consistent communication and support processes to respond promptly to agent and student needs, fostering a positive customer experience.

Debt Assistance Bureau / Merge Funding 2008 - 2017 Operations Specialist & Managing Member

• Directed funding operations and managed deal pipelines for transactions ranging from $100K to $50M, ensuring timely deal closures and smooth transaction processes.

• Worked with lenders, attorneys, borrowers, and other stakeholders to guide high-value transactions through complex processes, helping to close deals faster and with fewer errors.

• Managed high-volume case activity-including negotiations, document processing, and loss mitigation strategies-which improved workflow efficiency and reduced case errors in a fast-paced financial services environment.

• Supported client intake, deal management, partner coordination, and resolution tracking by building WordPress client portals, resulting in faster and more organized process execution. HQM Group / Infor-Hobby 1997 - 2010

Systems Engineer & Operations Lead

• Designed, implemented, and maintained core IT systems and infrastructure (hardware, software, networks) to ensure operational reliability across multi-site technology environments.

• Supervised technical teams and provided end-to-end service delivery, troubleshooting, and support to ensure business continuity.

EDUCATION & CREDENTIALS

NOVA University of Lisbon

Bachelor of Science, Computer Science & Information Systems CERTIFICATION

• IT Technical Support Certification: Infor-Hobby

• Real Estate Broker-Salesperson

• Insurance Producer - P&C, Life and Health

• Mortgage Loan Originator

LANGUAGES

• English (Fluent)

• Portuguese (Fluent)

• Spanish (Fluent)

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