Paul Ebro

Executive Assistant and operations professional with 10+ years of experience across executive support, operations, customer experience, quality assurance, and administrative functions. Experienced supporting senior leadership in fast-paced environments, coordinating competing priorities, managing communications, maintaining organized workflows, and taking ownership of time-sensitive projects. Strong background in Google Workspace, Microsoft Office 365, ClickUp, Slack, Zoom, and Microsoft Teams, with experience coordinating across teams and time zones.

Known for being highly organized, detail-oriented, proactive, and comfortable working independently with minimal supervision. Promoted to Assistant General Manager – East Asia within six months and trusted by leadership to take on additional operational responsibilities, including support for a CEO's other business.

Member Acquisition Expert at PadSplit (2024-12 – 2026-07)

• Managed a high volume of customer and operational requests across phone, email, and chat while maintaining accuracy and timely follow-up.
• Coordinated information across customers, internal teams, and multiple platforms to ensure issues and requests moved through to resolution.
• Used HubSpot and Zendesk to organize customer information, follow-ups, tasks, and support requests.
• Handled 100+ Zendesk tickets daily, requiring strong prioritization, organization, and attention to detail.
• Maintained accurate customer records and performed detailed data entry across CRM and marketplace platforms.
• Managed competing priorities independently in a fully remote environment while working with US-based customers.
• Identified recurring operational issues and communicated opportunities for process improvements.
• Worked with platforms including Zillow and Furnished Finder, requiring accurate handling of property and customer information.

Assistant General Manager / Executive Assistant at Blueink (2023-11 – 2024-07)

• Provided executive and operational support to leadership across administrative, customer-facing, marketing, and business development activities.
• Managed multiple priorities simultaneously, coordinating tasks and follow-ups to keep projects and day-to-day operations moving.
• Supported leadership with research, communications, scheduling-related coordination, documentation, and administrative tasks.
• Coordinated with internal and external stakeholders to ensure information and deliverables were communicated clearly and completed on time.
• Supported lead generation, appointment setting, and business development activities, requiring consistent follow-up and organization.
• Assisted with social media and content operations, contributing to a 25% increase in followers.
• Promoted to Assistant General Manager – East Asia in less than six months based on performance, reliability, and ability to take ownership.
• Trusted to support leadership beyond the primary role, including assisting with operations for the CEO's other business.
• Worked independently and proactively in a fast-paced environment, often handling multiple responsibilities without requiring constant direction.

Assistant Operations Controller at Simple Car Store (2024-07 – 2024-08)

• Supported management with day-to-day operations, administrative coordination, quality control, and business processes.
• Reviewed operational information and workflows to ensure accuracy and consistency.
• Coordinated tasks across different operational areas and followed up on outstanding items.
• Assisted with digital advertising, lead generation, and social media operations.
• Used Metricool to monitor performance and support content planning.
• Contributed to a 20% increase in social media engagement.

Executive Quality at Agoda (2021-11 – 2023-10)

• Worked closely with management and operations teams to monitor service performance and identify opportunities for process improvement.
• Evaluated 200+ customer interactions monthly, requiring strong attention to detail, judgment, and consistency.
• Prepared detailed quality feedback and recommendations for management and operational teams.
• Analyzed performance trends and communicated findings to help leadership make informed decisions.
• Contributed to a 15% improvement in agent performance and a 20% improvement in CSAT.
• Helped reduce Average Handle Time by 10% while maintaining quality standards.
• Managed competing priorities and consistently met recurring deadlines in a high-volume environment.

Quality Analyst / Customer Service Representative at Expedia (2015-12 – 2021-08)

• Supported customers while managing complex booking-related requests, changes, cancellations, and time-sensitive issues.
• As a Quality Analyst, reviewed approximately 150 customer interactions monthly for accuracy, process adherence, communication, and service quality.
• Prepared feedback and performance observations for management and operational teams.
• Identified recurring issues and opportunities to improve processes and customer outcomes.
• Worked extensively with Amadeus and other reservation systems, requiring a high degree of accuracy and attention to detail.
• Coordinated with colleagues and leadership to resolve issues and ensure operational standards were maintained.
• Developed strong experience managing time-sensitive requests while balancing multiple priorities.

Travel Support at Worldspan (2016 – 2018)

• Supported travel booking operations and handled time-sensitive customer requests using the Worldspan reservation system.
• Maintained accurate booking and customer information while following established procedures.
• Developed strong familiarity with travel coordination and reservation processes.

Bachelor of Science in Information Technology – University of San Agustin