G B.

Lead end-to-end product operations and experience quality for a core software platform, driving execution across Software Engineering, Development, Design, and QA to ensure consistent delivery and product reliability. Work directly with the CEO and Product Lead to define priorities, align execution, and ensure initiatives are delivered with speed, clarity, and accountability. Act as the internal customer proxy by testing and validating the product end-to-end to ensure usability, functionality, and overall experience quality.

Played a key role in founding and launching SmithAssist BPO, helping transform the concept into a standalone operation. Partnered closely with the CEO to design the operating model, team structure, and service framework, providing the confidence and clarity needed to successfully spin off the business. Built the foundation from the ground up from recruitment, training, SOPs, and internal systems while ensuring delivery standards were met from day one. The focus was simple: create a scalable, reliable BPO built to support long-term growth and client trust.

Helped scale operations from 0 to 40 full-time contractors, partnering closely with the CEO across recruitment, training, HR, and day-to-day operations. Led the structuring of teams by appointing department heads, strengthening and standardizing SOPs, and implementing internal tools and systems to support growth. Ensured operational efficiency while maintaining high-quality client service delivery throughout rapid expansion.

Managed and closed entry-level sales, while operating as Business Development for high-tier opportunities, contributing to deal strategy, qualification, and executive alignment.

Relationship Management, Support and Consultancy. Implemented projects by facilitating kick-off meetings with clients upon acquisition.  Maintained client relationships through conducting business reviews and courtesy calls/ meetings.  Dedicated daily support to existing clients.  Handled key accounts.  Business consultant seeking expansion, additional users (up-selling), or utilization of our SaaS products.

Community Engagement, Social Media Management, Digital Marketing

Guest Management - To increase success rate.  Coordinated with guests who needed help with car booking through mobile phones and email.  Technical support to guests who have issues with the website.  Directly reported to the Founders.  Reported work summary on a weekly basis.  On-boarded guests and assisted with verification.

Handled all client communications and project management for existing accounts, acting as the primary point of contact to ensure clarity, alignment, and momentum. Coordinated closely with internal teams across operations, delivery, and leadership to keep initiatives moving forward, timelines on track, and client expectations consistently met.

Onboarding and Client Account Management