Organize
Bring structure to projects, campaigns, tasks, and documentation.
Marketing Operations • Projects • Customer Experience
Available for select remote opportunities
I keep themoving piecesmoving.
I help businesses manage campaigns, projects, customers, workflows, and the day-to-day details that keep operations running. With experience spanning marketing operations, customer experience, quality assurance, team support, and project coordination, I bring structure, communication, accuracy, and reliable follow-through to the work behind the scenes.
Marketing OperationsCampaign ExecutionOperations SupportCustomer Experience
OPERATIONS OVERVIEWLive
This weekEverything is moving.
82%PROJECTS064 on track
CAMPAIGNS042 ready
FOLLOW-UPS08Today
Campaign approvalComplete
Audience reviewComplete
Quality assuranceIn progress
Stakeholder follow-upIn progress
PROJECT ON TRACKLaunch campaign
QUALITY ASSURANCE Review passed
WEEKLY REPORTReady to share
PL
Based in the Philippines
Supporting teams worldwide
More than a task doer
Hi, I'm Pearl.
I'm a Marketing Operations and Process Specialist with professional experience spanning customer service, subject matter expertise, quality assurance, campaign operations, stakeholder coordination, reporting, and process support.
My career progression has taken me from frontline customer support to SME support across approximately five teams representing around 100 agents, approximately 225 quality reviews per week across a 15-agent group, and complex marketing workflows involving stakeholders, approvals, modifications, localization, QA, testing, and launch requirements.
Today, I'm combining that established corporate experience with additional hands-on training in remote operations, Lead Generation, GoHighLevel, AI Automation, Trello, digital tools, and website creation.
I don't just focus on completing individual tasks. I focus on understanding how the pieces connect, identifying what needs attention, communicating clearly, and helping work move forward.
The work behind the work
Structure for every moving piece.
Follow-through for every next step.
Established corporate experience, translated into dependable operations support for modern teams.
Communicate
Keep customers, teams, and stakeholders informed.
Execute
Manage the operational details with accuracy and care.
Move forward
Close loops and keep priorities progressing.
Service capabilities
How do I support the business?
These services draw on established corporate experience and additional hands-on training. They are not presented as prior VA employment.
Campaign coordinationTimeline trackingApprovalsQATestingDocumentationStakeholder coordinationLaunch support
Professional experience
A corporate career built through progression
Customer support, team guidance, quality analysis, and campaign operations—all grounded in accountable execution.
Cognizant Technology SolutionsJuly 2018–Present
01
Customer Support
- High-volume email inquiries
- Account concerns
- Customer communication
- Issue investigation
- Resolution and escalation
- Case management
02
Subject Matter Expert
- Supported approximately 5 teams
- Approximately 20 agents per team
- Approximately 100 agents represented
- Real-time process guidance
- Complex scenarios and escalations
- Exception handling and de-escalation
03
Quality Analyst
- Approximately 225 QA reviews per week
- 15 reviews per agent across a 15-agent group
- Quality auditing and process adherence
- Reporting and performance analysis
- Coaching and root-cause identification
- Process improvement
04
Marketing Operations / Process Specialist
- Campaign and stakeholder coordination
- Email, push, and in-app communications
- Specifications and timeline tracking
- Approvals and localization
- QA, testing, and scheduling
- Launch readiness, reporting, and documentation
- Change management and blocker escalation
05
Remote Operations & Digital Support Capabilities
- Applying established corporate skills to remote business support
- Hands-on digital, CRM, lead generation, AI, and website training
Earlier professional experience
Teleperformance
Customer Service & Sales Representative
Australian Telecommunications AccountJune 2016–May 2018
Inbound customer service, account and billing support, customer communication, issue resolution, and sales support.
Experience you can measure
Volume handled with care.
Campaign figures represent implementations, modifications, and other actions across selected reporting periods—not 373 unique campaigns.
Waze Suggestion Box
Community & user feedback management
Alongside customer and campaign operations, I worked within Waze's community feedback environment, helping manage user-submitted suggestions and feedback.
01User Feedback
02Suggestion Submission
03Review / Moderation
04Organization
05Community Engagement
06Product Feedback
Community members could submit ideas, support existing suggestions, comment, and contribute feedback about the Waze experience. My role supported the operational environment; it did not determine which product features were implemented.
View Suggestion Box Example This public suggestion illustrates the platform environment and was not authored by Pearl.Marketing operations & campaign execution support
Real campaigns. Real operations experience.
Selected examples from professional marketing communications work I have supported.
My marketing operations experience includes supporting customer-facing communications across multiple campaign formats and markets.
BannerIn-App / ALDPromochipNav Pop-UpEmailPush
Banner
Mother's Day Voice
Feature awareness and engagementSupported a campaign designed to increase awareness and usage of voice-direction features for drivers across Brazil and Mexico.
ALD / In-App Experience
Know & Go — Mexico
Location-based user educationSupported an in-app communication experience designed to provide relevant guidance to users traveling in Mexico.
Banner + Promochip
Multi-Touchpoint CampaignConversational Reporting
Feature adoptionSupported communications designed to increase onboarding and encourage eligible users to activate conversational-reporting capabilities.
Editors to Beta
Community engagementSupported a scheduled email communication designed to increase engagement among eligible active community users across multiple international markets.
Navigation Pop-Up
Vignette Route Experience
Product education / route experienceSupported navigation communications designed to improve how drivers understand and manage restricted Vignette routes, including variations for single and multiple Vignette requirements.
Push Notification / In-App Communication
Google Play Store Rating
User engagementSupported communications designed to engage eligible active users and encourage feedback through the Google Play Store across selected markets.
ALD / In-App Experience
World of Warcraft: Midnight
Partner CampaignSupported an in-app partner communication experience encouraging previously engaged users to explore a new partner experience.
374.9KCommunications
42.1KClicks
11.3%Campaign result: 11.3% click rate
Multi-channel experience
One operations specialist. Multiple customer touchpoints.
Marketing
Operations
Operations
Banner
In-App / ALD
Promochip
Nav Pop-Up
Email
Push
My experience spans multiple customer communication formats, requiring coordination across specifications, audiences, implementation, approvals, changes, QA, testing, and launch readiness.
The campaign is what the customer sees.
The operations behind it are what I help manage.
01Campaign Request
02Specifications
03Audience Requirements
04Stakeholder Coordination
05Campaign Implementation
06Changes & Modifications
07Quality Assurance
08Testing
09Approvals
10Scheduling
11Launch
12Documentation
Campaign operations
Campaigns don't launch on ideas alone.
Someone has to keep the details moving.
Requirements.Audiences.Stakeholders.Approvals.Changes.QA.Testing.Deadlines.Launch.
That's where I come in.
Let's work togetherSelected operational work
A closer look at how I create clarity
Original, sanitized visualizations of the workflows and systems I support.
01Request
02Setup
03Approval
04QA
05Schedule
06Launch
Marketing Operations
Campaign Coordination Workflow
A controlled delivery path from request to launch documentation.
01Backlog
02Priority
03In progress
04Review
05Follow-up
06Complete
Project Coordination
Project & Workflow Board
Clear ownership, priorities, deadlines, status, and next actions.
01Inquiry
02Review
03Resolve
04Escalate
05Follow-up
06Closed
Customer Experience
Customer Support Workflow
A consistent route from first inquiry to confident resolution.
01Review
02Find gap
03Root cause
04Coach
05Improve
06Track
Quality Assurance
Quality Improvement Loop
A repeatable process that turns findings into stronger outcomes.
Tools & development
The right experience level, clearly stated.
Professional / Workplace Tools
Google Workspace
Salesforce
Asana
Figma
Dexter
Gamma
Launch
Taskflow
ChatGPT & AI Productivity Tools
Hands-On / Trained Tools
TrelloTask & Workflow Organization • Calendar Scheduling • Opportunity Tracking • Booking Management
GoHighLevel
Lovable
Canva
Google Docs
Google Drive
Microsoft Word
Microsoft Excel
Zoom
WiseStamp
Currently Developing
ClickUp
Notion
HubSpot
Continuously building my skills
Training that extends my corporate foundation.
Lead GenerationGoHighLevel FundamentalsAI Automation
Additional hands-on training
Email Management & SortingInbox OrganizationCalendar ManagementZoom Meeting SchedulingTravel Research & BookingTranscriptionLead Generation / Prospect ResearchContent PlanningBrandingCanvaGoogle DocsGoogle DriveTrelloGoHighLevelLovable Website CreationMicrosoft WordMicrosoft ExcelDigital LiteracyCybersecurityDigital FootprintInternet Ethics
These are trained capabilities and are not presented as professional client employment.
Certificates of completion
32 completed certifications and courses.
Each certificate below can be opened and verified. These are completed training programs and courses—separate from my professional employment history.
Virtual Assistant & Operations Training3
Project & Operations Management6
Microsoft Project ALL: Beginner to ExpertUdemy • May 22, 2020View certificate Project Management Basics for Non-Project ManagersUdemy • June 13, 2025View certificate Introduction to Agile: Scrum and KanbanUdemy • June 23, 2025View certificate Management Skills: New Manager Training in Essential SkillsUdemy • May 15, 2020View certificate The Manager's Guide to Effective One on One MeetingsUdemy • April 21, 2020View certificate Managing Change: Learn to Thrive Through ChangeUdemy • September 30, 2022View certificate
How I work
You don't have to chase me for updates.
Understand
Understand the goal, deadline, requirements, and expected outcome.
Organize
Break the work into tasks, priorities, dependencies, and timelines.
Execute
Complete the work accurately while maintaining organized documentation.
Communicate
Provide updates, flag blockers, clarify changes, and follow up when necessary.
Close the loop
Verify completion, document outcomes, and make sure outstanding actions aren't forgotten.
My work philosophy
I don't just complete tasks.
I make sure the details connect.
People•Projects•Campaigns•Customers•Deadlines•Approvals•Follow-ups
That's where I work best.
Let's work together
Got too many
moving pieces?
Whether you need help with operations, campaigns, projects, customer support, lead generation, administrative work, or digital tasks, let's talk about where I can make things easier.
Organize • Support • Move forward.
Start a conversation
Tell me what needs to move forward.
Share a little about your business, the support you need, and where the work is getting stuck.
Pearl
va.lavlheepearllemi@gmail.comMarketing Operations
Campaign Execution
Operations Support
Customer Experience