Ivonn Azogue

•Manage calendars, scheduling, and daily priorities •Coordinate meetings, document minutes, and track action items •Handle email and inbox management •Assist with both personal and business projects •Support travel planning, logistics, and itineraries •Communicate with clients, teams, and external partners on behalf of the entrepreneur •Post social media content •Provide general administrative and operations support •Anticipate needs and offer proactive solutions •Protect the entrepreneur’s time and energy as their gatekeeper Role Overview: As an Executive Assistant at Superpowers, the primary responsibility is to manage the entrepreneur, not just their tasks. Act as their proxy, deeply understand their goals, anticipate their needs, and proactively manage their time, energy, and focus. The role is crucial to creating freedom, enabling growth, and ensuring they operate within their unique abilities.

•Handle customer inquiries via phone, live chat, and email •Assist customers with order tracking, shipping updates, delays, and delivery issues •Process and manage refunds, returns, exchanges, and cancellations •Support payment-related inquiries, including billing questions and transaction issues •Monitor and manage orders using Shopify and Amazon Seller Central •Coordinate shipping and fulfillment using tools such as ShipOut and QuickCEP •Track orders, investigate discrepancies, and follow up for resolution •Document interactions accurately and maintain detailed case records •Collaborate with internal teams to resolve escalated or complex issues •Ensure customer satisfaction while meeting productivity and quality targets

•Engage in high-volume call handling to assist customers with inquiries, concerns, and requests •Maintain a professional and courteous demeanor while providing exceptional customer service • Listen attentively to customer needs, gather relevant information, and accurately document it within our system •Demonstrate strong problem-solving skills to address customer issues promptly and effectively •Keeping product documentation and knowledge base up to date •Collaborate with other team members to ensure a seamless customer experience •Answer inbound calls from the DMV, dealerships, and customers, and make outbound calls as needed •Follow up daily via phone calls, emails, and messages with the DMV, dealerships, and customers to check on missing documents or information, confirmation of completed paperwork, or secure missing funds •Making sure all deals on DLR50 have accurate information on ETAs •Check ETA status by calling DMV and update dealer and or customer if needed

As a Lead Generation Specialist, I focus on identifying, attracting, and qualifying potential clients to support the sales pipeline and business growth. My role bridges marketing and sales by targeting the right audience, gathering valuable insights, and ensuring a steady flow of high-quality leads. •Conduct targeted prospect research using LinkedIn, CRM systems, and online databases •Build and maintain accurate lead lists aligned with client criteria •Qualify leads based on demographics, industry, and buying intent •Perform email outreach and follow-ups to generate appointments •Manage and update CRM systems to ensure clean and organized data •Track campaign performance and provide reports on lead conversion metrics Virtual Administrative Responsibilities: •Manage calendars, schedule meetings, and coordinate appointments •Handle email management and client correspondence •Perform data entry, document preparation, and file organization •Process online orders, invoices, and basic bookkeeping tasks •Support project coordination and workflow management •Provide research support for marketing and business development initiatives

•Ensure our customers are achieving their desired business outcomes and maximizing the business value of our products via the technical support that we provide to them •Act as advanced line support for Celigo’s CloudExtend brand products by responding to and resolving escalated tickets (conversation) via our support center (Intercom) •Strive to achieve SLAs for responsiveness and customer satisfaction through all support channels •Assist support management as needed to develop metrics, reports & dashboards that produce accountability across the entire support organization and can be used for executive and board-level reporting •Partner with Marketing, UX, Sales, Technical Support, Implementation Services, and Customer Success teams to design the appropriate Technical Support experience as it relates to our content, products, support offerings, contract structure, pricing strategy, PS-to-Support-handoff, issue escalation process, and more •Suggest improvements to Technical Support programs, offerings, tools, processes, and data •Assist with customer escalations and support related concerns to ensure customer satisfaction •Engage with customers to build relationships and learn their experiences with us •Other duties as required

•Support the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes, and polices are applied •Provide input into and/or create and execute user documentation and training material •Obtain or provide approval for changes to rules, processes, and policies •Liaise with other support teams or product teams as required to resolve request issues in a timely manner •Ensure proper documentation, notification, escalation, tracking, and follow-up of all SFDC cases •Service Level Agreements and the department's product key performance requirements •Fact-checking on the deck to ensure data and information accuracy •Providing knowledge, resources, and information to support the team

•Lead and oversee the team’s AI-assisted workflows, ensuring accuracy, efficiency, and continuous improvement in operational processes •Motivate, mentor, and support team members through regular feedback, coaching, and clear communication to maintain high performance and engagement •Monitor and analyze key performance indicators (KPIs), including fulfillment rate, cancellation rate, and SFDC case SLA compliance, ensuring team targets are consistently met •Participate in project kick-off meetings and alignment sessions with research teams to ensure clear objectives, timelines, and deliverables •Improve the quality and consistency of results by identifying gaps and recommending process enhancements and operational changes •Provide accurate product and service information while assisting with inquiries and resolving issues efficiently •Track employee attendance and ensure adherence to company policies, procedures, and operational standards •Set performance targets and develop improvement plans to drive productivity, quality, and team growth

•Managed end-to-end coordination of user research projects, supporting researchers from study kickoff through participant recruitment, scheduling, and completion •Recruited and screened research participants from public program enrollees, customer databases, and employee referrals, ensuring candidates met study qualifications through online questionnaires and phone interviews •Coordinated research logistics, including participant scheduling, research session planning, facility coordination, and incentive distribution •Managed operational workflows and tracked tasks using Salesforce (SFDC) to ensure research activities were documented, organized, and completed on schedule •Reviewed study specifications, recruitment criteria, and assessment plans to ensure the right participants were selected for high-quality research outcomes •Collaborated closely with researchers and cross-functional teams during project kick-off meetings, aligning on timelines, recruitment needs, and study requirements •Ensured all research activities adhered to Google’s ethical standards, privacy policies, and participant data protection guidelines •Supported continuous improvement by identifying operational gaps and recommending process improvements to enhance research efficiency and participant experience

•Managed Ship Not Billed (SNB) orders in SAP, ensuring accurate billing and timely order processing •Investigated and resolved blocked orders, coordinating with internal teams to release orders and prevent delivery delays •Processed new orders and replacement orders through SAP, ensuring accuracy in order details and customer requirements •Managed and resolved customer and internal inquiries through Salesforce cases, tracking requests through to completion •Ensured cases were properly assigned to the appropriate department or stakeholder for efficient resolution •Created manual sales orders in SAP to support marketing and sales operations •Executed credit and rebill transactions to correct billing discrepancies and maintain accurate financial records •Monitored order status and tracked estimated time of arrival (ETA) to provide updates and ensure smooth order fulfillment •Supported cross-functional teams and performed additional operational duties to maintain efficient order management processes

•Created and managed new customer accounts, ensuring accurate setup and activation of services •Processed and managed customer orders through MultiVu and Ordermax, ensuring timely and accurate order fulfillment •Monitored and tracked order ETA, providing updates and ensuring customers received timely delivery information •Investigated and resolved billing discrepancies and charge inquiries to ensure account accuracy •Processed order replacements, refunds, and payment adjustments for damaged or incorrect items •Promoted and upsold services including TV, Home Phone, Internet, and Mobility plans, supporting revenue growth •Managed service cancellations, suspensions, and reinstatements, assisting customers in restoring previously downgraded or canceled services •Provided customer support and basic technical troubleshooting for Internet, Home Phone, and TV services •Maintained a high level of customer satisfaction by resolving issues efficiently and professionally •Managed and responded to support tickets in Universal Ticket and DigiTek, ensuring cases were updated, tracked, and resolved appropriately •Escalated complex cases when necessary to ensure timely resolution and prevent service disruptions

•Investigated and resolved billing discrepancies and account charge inquiries to ensure accurate financial transactions •Assisted customers in reviewing and addressing overdraft fees, providing clear explanations and available account options •Processed payments and refunds, ensuring compliance with company policies and financial procedures •Managed account suspensions and related service requests, ensuring timely and accurate resolution •Delivered professional financial support while maintaining high standards of customer satisfaction and data accuracy

•Assisted customers with student loan application processes, ensuring accurate submission and documentation •Provided guidance on loan qualifications and eligibility requirements, helping borrowers understand available options •Verified and managed school eligibility and enrollment information to ensure compliance with loan program requirements •Processed account suspensions and related service requests in accordance with financial policies and procedures •Delivered professional financial support while maintaining high levels of customer satisfaction and regulatory compliance

Graduated as a full-time working Mom of 2. Dean lister