Kathrene Grace Pasahol

Executive Assistant who operates at the operations level: building SOPs, running daily workflows, coordinating teams, and automating processes for CEOs and clients across the US, UK, and Australia. Also experienced in customer support, appointment setting, and CRM management across eCommerce, telecommunications, medical billing, logistics, and brokerage. Highly organized, proactive, and detail-oriented, and committed to helping businesses improve efficiency and drive growth.

Executive Assistant - Debt Consultant LLC

(2023 - 2026)

• Served as the CEO's first Executive Assistant and ran day-to-day operations. Took over a disorganized workflow and built the structure the business operated on.
• Redesigned how client concerns, documents, and requests moved through the company. Resolved routine matters directly and escalated only critical items (payments, collections, legal), freeing the CEO to focus on the business.
• Authored and maintained SOPs and process proposals that standardized case handling, giving the team one clear way to work.
• Led daily team coordination, assigning tasks, tracking deadlines, and following up until completion. Supported team leads in keeping work aligned with SOPs.
• Diagnosed recurring issues, identified root causes, and implemented fixes that reduced repeat problems and improved efficiency.
• Managed client cases, disputes, compliance documents, and workflow tracking in Salesforce CRM.
• Handled invoicing, payment tracking, and collections monitoring in QuickBooks.
• Proposed, built, and launched an automation connecting Outlook with Airtable using Make. It remained in use after my departure. Expanded automation skills through n8n, Zapier, and GoHighLevel.
• Acted as the key liaison between the CEO, clients, and internal teams, keeping communication and execution on track.
• Prepared and sent Cease and Desist letters to creditors on behalf of clients, keeping documents accurate, organized, and compliant.

Cold Caller, Real Estate | Appointment Setter (Freelance) - LandAI / BioRx

(2023 - 2026)

• Conducted 200+ outbound calls daily, qualifying leads and consistently meeting daily and weekly performance targets.
• Scheduled appointments for sales representatives by identifying qualified prospects, building rapport, and handling objections.
• Managed inbound and outbound customer communications across the real estate and medical equipment industries.
• Maintained accurate CRM records by documenting call outcomes, updating customer information, and tracking follow-up activities.
• Followed up with leads by phone, email, and SMS to increase engagement and appointment conversion rates.
• Worked in a fast-paced, KPI-driven environment using strong communication, active listening, and time management.

Customer Support, Order Management (Freelance) - Wild UK/AUS/US

(2020 - 2022)

• Provided customer support for Wild, a European beauty and personal care brand, via Zendesk.
• Assisted customers with order tracking, shipping updates, refunds, returns, and subscription management.
• Managed and reviewed customer orders using Shopify and Recharge.
• Resolved payment disputes by investigating orders, communicating with customers, and offering appropriate resolutions.
• Maintained high customer satisfaction through timely, accurate, and professional support.

Loyalty and Retention Specialist / SME - Telstra

(2015 - 2022)

• Handled high-volume customer interactions through phone, email, and live chat while delivering excellent service.
• Assisted customers with billing inquiries, account updates, service modifications, and payment processing in a fast-paced telecommunications environment.
• Resolved customer concerns and escalations efficiently, maintaining high satisfaction and quality standards.
• Identified sales opportunities through customer interactions, upselling, cross-selling, and promoting service upgrades and bundled products.
• Supported customer retention by providing tailored solutions, managing account changes, and activating new services based on customer needs.

Import and Export Administrative Assistant - Triple Edge Customs Brokerage

(2012 - 2015)

• Processed US and Australian payment transactions and supported local and international shipping operations.
• Prepared, reviewed, and managed shipping documents, including Commercial Invoices, Packing Lists, Bills of Lading (BL), Master Air Waybills (MAWB), Air Waybills (AWB), Sea Waybills (SWB), and Cargo Manifests.
• Coordinated with suppliers, freight forwarders, carriers, customs brokers, and logistics partners for timely and accurate shipment processing.
• Monitored shipments and gave status updates to clients and internal stakeholders while resolving logistics issues.
• Applied Incoterms (FOB, CIF, DAP, DDP, EXW) and managed payment methods including Wire Transfers (TT), Letters of Credit (LC), and Open Account transactions.
• Supported import and export documentation, customs compliance, and international trade requirements.

Bachelor of Science - Customs Administration - PMI Colleges

Practical Nursing - St. Augustin School of Nursing