Making complex work move

I lead website operations for a 4,000+ client property portfolio. Average resolution time dropped from 20 business days to 5, and quality assurance climbed from 78% to 96%.

See the work View CV

01 Story

Operations, content, and people systems that stay connected

Ten years at RealPage shaped the way I work. I look for the real operating problem before I look at the tooling, then keep quality visible all the way to release.

Lead the work

I coach 12-15 agents through QA reviews and one-on-ones. The point is that an agent can resolve a client request without escalating it to me.

Make systems usable

CMS, CCS, G5, LeaseStar, LeaseLabs, Salesforce, and GTM updates, all in service of one 4,000+ client property portfolio.

Use AI practically

I turn KPI data into a coaching direction and a documented commitment. Reusable AI assets and client newsletters come out of the same habit.

02 Selected work

Proof lives in the handoffs

Anonymized case studies from inside a 4,000+ client operation. No client names and no screenshots, so the work has to explain itself.

Website management · RealPage

Website operations at portfolio scale

I lead a 12-15-agent team across more than 4,000 client property sites, covering edits, troubleshooting, content updates, client requests, quality checks, and GTM updates.

Work across CMS and CCS environments, with G5, LeaseStar, LeaseLabs, and Salesforce in the operating mix.
Coaching routines and QA discussion keep delivery moving. Anything that stalls goes up an escalation path.
Teach clients to file a request the same way every time, so fewer of them come back twice.

Team leadership Website operations Client education

20 → 5business days average resolution

75% faster

78 → 96%quality assurance score

+18 points

12–15agents coached and supported

team scale

AI-assisted coaching

Start with the KPI. Leave with a commitment

Created an AI-assisted coaching documentation tool that turns performance data into a structured coaching direction.

KPI dataFocus area

ConversationAction plan

Coach + coacheeCommitment

AI adoptionCoaching systems

Contact center · Answer automation

Correct route, correct answer

Supervised an answer-automation system for maintenance concerns, routing each report to the right team based on the issue.

Managed Contact Center and Marketing operations to keep call routing accurate.
Kept pricing and availability information aligned so agents could give clients the right answer.
Built process improvements that reduced duplicate requests and repeat work.

Routing logicService operations

Open the sample works

Five pages, each one a different kind of operating problem.

SAMPLE 01 · DASHBOARD

P2 dashboard

One screen for open work, ownership, and release state.

View sample SAMPLE 02 · AI WORKFLOW

Coaching log dashboard

An AI-assisted coaching flow that moves from performance data to focus, action plan, and commitment.

View sample SAMPLE 03 · EVENT DESIGN

Caleb's dedication

A personal event system combining invitations, souvenir labels, and guest management.

View sample SAMPLE 04 · CONTENT

Newsletter pipeline

An AI-assisted newsletter redesign. Lead idea first, everything else scannable.

View sample SAMPLE 05 · OPERATIONS

Order / Inventory dashboard

An order pipeline read left to right, with no product names in it.

View sample

03 Operational impact

Speed matters. So does the quality that survives it

I watch two numbers across a 12-15-agent team. Average resolution time went from 20 business days to 5, and quality assurance from 78% to 96%.

Selected operational outcomes
Measure	Before	After
Average resolution time	20 business days	5 business days
Quality assurance	78%	96%
Client experience	Repeat requests	Fewer duplicate requests

04 Creative + AI

Useful content, made with a faster first draft

AI is the first draft, not the final voice. It gets me off the blank page. The judgment about the audience is still mine.

Local client

AI-assisted newsletter creation

Created a newsletter for a local client with the help of AI tools, applying AI to practical content development.

Personal project

Event design + guest management

Created RSVP invitations and souvenir labels for a personal event, plus the guest-management tool behind them.

Short-form

Short-form content, ready to learn

I do not claim direct Reels production experience yet. What I can point at is the platforms already in my operating mix and a client newsletter built with AI.

05 Career arc

Progression built one operating layer at a time

Customer support first. Then property marketing, then contact-center systems, then website operations.

Aug 2024 – Present

Website Management Supervisor

I lead website operations for a 4,000+ client property portfolio, covering coaching, quality, client requests, CMS and CCS work, and GTM updates.

Apr 2023 – Aug 2024

Contact Center & Answer Automation System Supervisor

Supervised maintenance-concern routing and contact-center call routing. Kept pricing and availability accurate so agents could give the right answer.

Feb 2017 – Apr 2023

Marketing Supervisor

Led property marketing and call-inquiry operations. Team performance, coaching, and quality sat with me.

Apr 2016 – Feb 2017

Marketing Associate → Marketing Supervisor Apprentice

Started in property marketing and call inquiries, then moved into a supervisory development path.

Earlier experience

Customer Service Representative

Time Inc. through Aegis People Support · Telstra Communications through Teletech · United Health Group through Tech Mahindra.

06 Credentials

Trained as a nurse. Now I run website operations

Board exam passed in December 2012. Lean Six Sigma and leadership training, and ten years of progressive experience at RealPage.

Education

Bachelor of Science in Nursing

University of Cebu, Banilad Campus, 2011–2012.

Licensure

Registered Nurse, Philippines

Board exam passed in December 2012.

Training

Lean Six Sigma + Leadership

Management Effectiveness, Coaching for Results, Motivation, and Developing Lasting Personal Effectiveness.

AI enablement

Amplified Training

Fundamentals of building reusable AI assets, so the same prompt work is not redone from scratch.

Care foundation

Basic Life Support

Training completed through Vicente Sotto Memorial Medical Center.

Tools

AI + digital operations

ChatGPT, Microsoft Copilot, Canva AI, CMS, CCS, Salesforce, G5, LeaseStar, LeaseLabs, and GTM updates.

07 How I work

Calm enough to notice. Fast enough to ship

A working style shaped by high-volume support and team leadership.

Strength

Move quickly

CMS, CCS, G5, LeaseStar, LeaseLabs, and Salesforce are all in the operating mix. I pick up a platform, then turn it into repeatable team practice.

Strength

Coach with evidence

A KPI and a QA review open the conversation. The action plan closes it.

Strength

Protect quality

Checks, routing, system information, and client context stay visible while the work moves.

Growth edge

Build short-form fluency

Ready to learn Reels and other short-form workflows.

Let's talk about the workflow that keeps stalling

I am open to roles in social media, digital marketing, website management, and operations leadership. Email reaches me directly.

ivyviardo@thewickedgroup.net Cebu, Philippines View CV