Available for operations, real estate, healthcare, executive support, and selected cross-industry projects.

Hire Mary
An operations command system with KPI dashboards, workflows, and SOP documents

Open to remote opportunities with UK & Australian teams

I turn operational complexity into clear, measurable systems.

Senior operations and cross-industry support professional helping businesses diagnose bottlenecks, build SOPs, lead teams, automate workflows, and monitor performance through decision-ready KPIs and dashboards—with hands-on capability across real estate, healthcare, executive support, customer relations, research, and digital work.

Preferred channel: Mary.SantosFA@gmail.com

For Australian & UK business owners

Build a dependable Filipino remote team—and manage it with care.

If you are hiring in the Philippines, I can help you identify and assess Virtual Assistants and Healthcare Virtual Assistants for role fit, then create the structure that helps them perform consistently.

Whether you lead an SME, a healthcare clinic or practice, or an established business preparing to scale, I can help you build a remote operating environment that is reliable, productive, and people-centered.

Discuss your remote team with Mary
01

Role-aligned VA & HVA selection

Support candidate review, communication assessment, role matching, and practical evaluation for Virtual Assistant and Healthcare Virtual Assistant positions.

02

Remote-team care & performance

Establish clear responsibilities, onboarding, communication rhythms, coaching, workload visibility, KPIs, and honest accountability so both employer and team member can succeed.

03

Operations built for responsible scale

Turn distributed work into reliable execution through SOPs, dashboards, escalation paths, executive briefs, and measurable service standards.

Mission-led & Christian organizations

For nonprofits, mission-led organizations, and Christian companies, I am also open to serving as a values-aligned Executive Assistant or Chief of Staff—bringing discretion, structure, follow-through, stewardship, and genuine care for the people behind the mission.

02

What I do

Hello, I’m Mary — an operator and cross-industry support partner

More clarity for leaders. More structure for teams. Better outcomes across industries.

I bridge strategy and daily execution—turning scattered tasks, unclear ownership, and delayed reporting into operating rhythms that people can follow and leaders can trust.

A

For scaling businesses

Operations Management

Team leadership, workflow design, KPI ownership, service delivery, performance coaching, and operational improvement.

  • Remote and on-site team handling
  • Daily, weekly, and monthly operating cadence
  • Performance visibility for decision-makers
B

For healthcare providers

Healthcare Administration

Meticulous virtual support for patient-facing and back-office workflows, grounded in privacy, accuracy, and compassionate communication.

  • NDIS-certified for Australian support
  • HIPAA and PIPEDA trained
  • Trauma-informed care awareness
C

For founders and executives

Tech-enabled Executive Support

High-accountability support that organizes priorities, automates repeatable work, and gives leaders a concise operational picture.

  • Daily executive briefs
  • AI-assisted workflow automation
  • Dashboards, reports, and action tracking
D

For real estate professionals

Real Estate & Property Support

Presentation-ready support for property marketing, buyer information, visual enhancement, research, databases, and client follow-through.

  • Property-marketing and listing presentations
  • Real-estate photo retouching and visual consistency
  • Research, records, client communication, and follow-up
03

Career highlights

Milestones that matter

Evidence that stronger systems create stronger results.

Selected outcomes from workforce management, process improvement, team leadership, and AI-assisted systems development.

20+years across operations, service, banking, and administration
1,500agent schedules coordinated two weeks ahead at enterprise scale
15% → 3%attrition reduced through hands-on leadership and engagement
30%reporting processes streamlined through better systems
20%

operational efficiency improvement for a nonprofit foundation

107/107

technical checks passed by the Juan Save platform

61

barangays included in the citywide deployment pathway

8 tiers

of role-based access designed for accountable governance

04

Core competencies

A complete cross-industry professional toolkit

The capabilities employers and clients can put to work.

Mary’s operations leadership is the anchor—not the limit. These competencies combine management judgment with practical administrative, commercial, creative, and client-facing execution.

01

Operations Strategy & Execution

Translate business goals into plans, priorities, ownership, timelines, and reliable daily action.

02

Workforce Planning & Scheduling

Balance demand, capacity, coverage, attendance, leave, and real-time adherence across complex operations.

03

SOP & Process Design

Document repeatable procedures, checklists, handoffs, controls, and training references.

04

KPI & Performance Analytics

Define useful measures, identify patterns, and turn numbers into decisions and improvement plans.

05

Real-Time Dashboards

Build clear operational views that surface performance, risk, backlog, targets, and accountability.

06

Team Leadership & Coaching

Set expectations, coach performance, strengthen engagement, and address issues with empathy and discipline.

07

Customer Success & Retention

Protect relationships through proactive communication, service recovery, follow-up, and risk prevention.

08

Healthcare Admin & Compliance

Support privacy-aware healthcare workflows with NDIS, HIPAA, PIPEDA, and trauma-informed foundations.

09

Real Estate & Property Support

Prepare property-marketing materials, organize buyer and listing information, enhance real-estate visuals, research details, and support timely client follow-up.

10

Executive & Administrative Assistance

Coordinate priorities, calendars, documents, research, action items, correspondence, and concise executive updates with discretion.

11

Research, Data Mining & Databases

Gather, clean, validate, organize, and maintain information so teams can work from accurate and useful records.

12

Sales, Marketing & Business Development

Support prospecting, relationship building, presentations, campaigns, customer follow-up, and opportunity tracking.

13

Creative Design, Web & Content

Create professional graphics, presentations, webpages, forms, and digital assets aligned with a clear audience and purpose.

14

Education, Training & Learning Materials

Develop structured modules, onboarding references, job aids, and practical guides that make knowledge easier to apply.

15

Nonprofit & Community Program Support

Coordinate stakeholders, field activity, beneficiary records, reporting, communications, and mission-aligned digital initiatives.

16

Remote Team & Virtual Assistance

Provide reliable distributed support across documentation, coordination, communication, follow-through, and performance visibility.

05

Core capabilities

Built for operational momentum

From diagnosis to a system your team can actually use.

My work is practical by design: clear ownership, useful tools, measurable targets, and documentation that survives growth.

Talk about your operational needs
01

Operational gap & bottleneck analysis

Map the current workflow, identify friction and redundancy, clarify dependencies, and prioritize the improvements with the highest business impact.

02

SOPs, checklists & training systems

Turn working knowledge into repeatable standards, visual process guides, onboarding references, and quality-control checkpoints.

03

Real-time dashboards, KPIs & metrics

Define what matters, surface leading and lagging indicators, and build decision-ready views for teams and executives.

04

Team leadership & performance

Align goals, roles, coaching, attendance, accountability, and feedback so people know what good performance looks like.

05

Workflow automation & smart tools

Use no-code, AI, forms, scripts, and connected data to reduce manual follow-ups, reporting effort, and preventable errors.

06

Executive operations support

Keep priorities moving through schedule coordination, escalation discipline, concise briefs, action logs, and stakeholder-ready reporting.

07

Real estate marketing & administrative support

Organize property and buyer information, prepare polished marketing presentations, enhance listing visuals, research details, and maintain dependable client follow-up.

08

Research, database & client support

Build and maintain accurate records, validate information, coordinate communications, and turn research into useful summaries and next actions.

09

Creative, web & digital content support

Produce professional presentations, graphics, webpages, forms, and campaign materials that stay aligned with the organization’s audience and goals.

06

Professional resume

Career history

Leadership and execution across operations, service, finance, education, and community work.

Mary Rubin

Senior Operations & Cross-Industry Support ProfessionalBacolod City, Western Visayas, Philippines · Remote-ready
01

Jun 2026 — Present

Canada · Remote

Intern

InHER Wisdom

Creatives & Marketing Team member for a Canadian nonprofit supporting women’s mental wellbeing, healing, and personal growth through community wisdom circles, educational workshops, and connection-based programming.

  • Developed and implemented responsive digital experiences
  • Built systems supporting remote work, learning, and accountability
02

Jan 2016 — Present

Philippines

Managing Partner

Juan Save Consumer Goods Trading

Leads business operations, sales, marketing, and the design of a sustainable livelihood programme in partnership with the Bacolod City LGU, serving solo parents, PWDs, senior citizens, women, and 4Ps beneficiaries.

  • Built a full-stack Google Apps Script and Sheets platform with 8-tier role-based access control
  • Achieved a 10/10 technical evaluation score, with 107/107 checks passed
  • Endorsed as production-ready by the Bacolod City LGU IT Technical Team; citywide pathway covers 61 barangays
03

Oct 2007 — Jan 2026

Bacolod City

Senior English Instructor

Center for External Relations, University of St. La Salle

Developed and delivered ESL, Business English, and English Neutralization programmes; contributed to accreditation-ready course materials.

  • Drafted short-course modules for the American Field Services Program
  • Revised the ESL Group Class Workbook for TESDA accreditation
04

Mar 2025 — Jul 2025

Philippines

Global Education Advisor

EduXGateway Advisor

Guided students through study-abroad pathways, complex applications, education systems, and visa-compliance requirements.

  • Matched students to relevant international programs
  • Managed detailed documentation and application workflows
05

May 2022 — Jul 2024

Negros Occidental

Process & System Development Consultant

Christian Foundation for Persons with Disabilities

Coordinated field operations and developed staff reporting dashboards, HR documentation, and evaluation systems for a nonprofit serving persons with disabilities and vulnerable communities.

  • Coordinated field and mobile workers for beneficiary visits, document collection, and assistive-equipment delivery
  • Scheduled beneficiary appointments with partner clinics for eye screenings, cataract operations, and wheelchair provision
  • Coordinated community programmes through LGU and church partnerships
  • Built a Google Sheets reporting system with dashboards that streamlined staff reporting by 30%, improved operational efficiency by 20%, and gave stakeholders clear visuals of activity on the ground
  • Used the ready-to-use AKUBO Non-Profit CRM platform to organize and maintain programme databases; validated HR manuals, job descriptions, organizational charts, and evaluation systems against Philippine Labor Law and DOLE standards
06

Dec 2010 — Jan 2020

Philippines

Business Partner, Sales & Marketing

BIO-THERAPY LIMITED GLOBAL (BTLG) Trading Inc.

Led retail product distribution strategy, sales and marketing analysis, client prospecting, and action planning with delivery timelines.

  • Developed retail product distribution strategy
  • Turned sales and marketing analysis into client-prospecting plans and delivery timelines
07

Oct 2015 — Oct 2018

North America

International Marketing Partner

Megaworld Corporation

Managed sales and marketing for Megaworld projects across North America.

  • Built Excel databases for team performance and HR metrics
  • Led strategic planning and policy implementation across international activity
08

Jun 2017 — Aug 2018

Philippines

Unit Head

Manulife

Provided strategic leadership and operational oversight for a team of financial advisors, balancing sales management, recruitment, and regulatory compliance.

  • Directed and coached advisors while consistently surpassing unit sales targets
  • Recruited, trained, and retained high-performing team members
  • Monitored performance metrics and implemented improvement plans
  • Ensured compliance with company policy, industry regulation, and ethical standards
09

Dec 2016 — Jul 2017

CityMall-Mandalagan, Bacolod City

Branch Manager, SOS Store

Overlanders Logistics & Distribution Inc.

Held full P&L and operational ownership of a 16-person branch.

  • Owned staffing and shift scheduling, ensuring full coverage from opening to closing shift
  • Conducted P&L analysis to guide action plans
  • Managed stock, inventory, purchasing, and multi-channel sales and marketing
10

Mar 2007 — Oct 2010

Philippines · Remote

General Virtual Assistant

Manpower Options

Provided research, recruitment, database, and administrative support using cloud-based productivity and collaboration tools.

  • Built and maintained databases with accurate data entry and analysis
  • Conducted internet research and data mining to support recruitment and hiring

Workforce planning & scheduling

Desk-based, retail, and mobile field coordination

Four distinct operating contexts, including healthcare-adjacent scheduling with external providers.

HSBC

1,500 agents rostered two weeks ahead at enterprise scale

Teleperformance

Attrition reduced from 15% to 3% through adherence, coaching, and retention leadership

Overlanders / SOS Store

16-person branch with open-to-close coverage ownership

CFPD

Field and mobile worker dispatch plus clinic appointment coordination for beneficiaries with disabilities

Earlier career foundation

Banking, BPO, financial services, retail, and people leadership

Jun 2008 — Jan 2009
Sr. Manager

Shopping Center Management Corporation (SM Group of Companies)

  • Managed monthly budgeting and financial analysis
  • Oversaw operations, including marketing and events approvals
  • Set goals and delivered daily executive briefs to align teams with corporate objectives
Sep 2006 — Jan 2007
Assistant Call Center Manager

Teleperformance Philippines

  • Reduced attrition from 15% to 3% through hands-on leadership, coaching, and engagement programmes
  • Analysed performance and managed operations to exceed operational metrics
  • Developed action plans, implemented policy, and coached team leaders and supervisors
Apr 2006 — Aug 2006
Project & Operations Manager

IO Asia Inc.

  • Managed account analysis, profitability studies, operations, policy implementation, and director support
Jan 2006 — Mar 2006
Sr. Assistant Manager

HSBC · Alabang

  • Led back-office credit card services and team handling across China, Hong Kong, and the Philippines
Aug 2004 — Jan 2006
Operations Analyst

HSBC · Makati

  • Scheduled a 1,500-agent workforce two weeks ahead at enterprise scale
  • Analysed metrics and created action plans, goals, and delivery timelines
  • Generated and analysed CRM reports
  • Used advanced Excel formulas, macros, and databases for maintenance and analysis
May 2004 — Aug 2004
Call Center Specialist

Sykes Enterprises · Makati

  • Coached and trained new agents
Aug 2002 — May 2004
Mutual Fund Licensed Representative

Sykes Enterprises · Manila

  • NASDAQ-licensed: Series 6 and Series 63
  • Served as a front-line mutual funds transaction representative

Languages & dialects

Communicating clearly across international teams and Philippine communities.

Professional English for global employers, native Philippine-language fluency, and basic Spanish for everyday conversational exchanges.

Languages
EN

English

Proficient · EF SET C2

Professional written and spoken communication for international clients, teams, training, reports, and executive support.

TL

Tagalog

Native

Native spoken and written communication.

ES

Spanish

Basic conversational

Familiar with basic conversational phrases and everyday exchanges.

Philippine dialects
HI

Hiligaynon

Native

Native fluency for community, workplace, and everyday communication.

BI

Bisaya

Native

Native fluency for community, workplace, and everyday communication.

07

My approach

Clarity → control → continuous improvement

A five-part system for making operations visible.

I do not begin with more tools. I begin by understanding how the work really moves—then build only the structure the team needs.

01

Diagnose

Observe the work, listen to the team, review the data, and locate operational friction.

02

Design

Define ownership, standards, handoffs, escalation paths, metrics, and success criteria.

03

Implement

Build the SOPs, forms, workflows, dashboards, and routines that turn the plan into practice.

04

Monitor

Track performance in real time, flag risk early, and translate activity into executive insight.

05

Improve

Coach, refine, automate, and document what works so improvement becomes repeatable.

A better executive view

Know what happened, what is at risk, and what needs a decision.

I turn live operational data into concise executive briefs—so leaders see the story behind the numbers without hunting across spreadsheets, inboxes, and chat threads.

Daily executive briefOperations pulse
Live view
Service deliveryOn track
Open risks03
Decisions needed02
Priority signal

One client escalation requires owner review before the next operating window.

08

Selected systems & projects

Evidence of execution

I build systems—and deliver practical work across industries.

These projects combine process design, user experience, documentation, data structure, and practical automation.

Work-based learning02

PRAKTIKA

An internship record platform connecting training centres, host providers, and interns through assigned work, time-based evidence, verification, and live leadership visibility.

DashboardsAccountabilityRemote teams
View project
Inspection compliance03

Inspector’s Gadget

A mobile-friendly inspection SOP tool with guided checklists, photo documentation, progress tracking, compliance subsections, and a review that flags missing information before finalization.

SOPsQuality controlField workflow
View project
Website operations04

InHER Wisdom

Developed a responsive wellness website, implemented navigation and links, connected Zeffy for donations and registrations, and embedded HubSpot forms for lead capture.

HealthcareIntegrationsWeb support
View project
Plumbing operations technology05

The Plumber’s Gadget

A position-based field operations portal for plumbing teams. It brings enrollment, dispatch, documentation, and job completion into a structured workflow with role-specific workspaces.

EnrolDispatchDocumentComplete
Field-service software learning06

Simpro Self-Study Training Guide

A practical self-directed learning workspace covering Simpro concepts for trade-service operations, including job management, scheduling, dispatch, field workflows, and operational reporting.

Self-studySimproField operationsTraining guide
Open the training guide

Work beyond the résumé

Additional work samples, contained within the portfolio experience.

Open any collection in a focused pop-up. The main site stays visually consistent while each colorful body of work gets room to speak for itself.

Explore the complete Canva portfolio
09

Experience & perspective

Bringing vision to execution

Seasoned judgment. Hands-on delivery. A genuine owner’s mindset.

Across banking, BPO, customer service, workforce management, field operations, healthcare support, and community programs, I have learned that operational excellence is never only about a process—it is about helping people execute that process well.

I take accountability, adapt quickly to company culture and systems, and work with the care I would bring to my own business. That means protecting the details while never losing sight of the larger goal.

Global operations exposure

APAC · North America · Remote-first teams

APAC operations at HSBC, international activity across North America, and remote support experience spanning the Philippines and Canada.

Leadership range

From focused teams to enterprise scale

Coordinated field teams and 16-person on-site operations, led BPO team leaders and agents, and scheduled approximately 1,500 people.

Management philosophy

Clarity with empathy and accountability

Open communication, observable standards, coaching, follow-through, and documented escalation when performance or service is at risk.

AUNDIS CertifiedAustralian disability support context
USHIPAA TrainedHealthcare privacy awareness
CAPIPEDA TrainedCanadian privacy awareness
CARETrauma-InformedCompassionate service approach
10

Nonprofit work & values alignment

Service with purpose

Operational skill directed toward people, community, and mission.

My nonprofit and community work combines dependable systems with compassion—helping mission-led teams organize programs, coordinate people, strengthen accountability, and serve with dignity.

Canadian nonprofit · Remote

InHER Wisdom

Supports women’s mental wellbeing through community wisdom circles, workshops, and connection-based programming. I contribute responsive digital experiences and systems for remote work, learning, and accountability.

Visit InHER Wisdom
Disability services · Negros Occidental

Christian Foundation for Persons with Disabilities

Coordinated field workers, beneficiary visits, assistive-equipment delivery, and clinic appointments. I built Google Sheets reporting dashboards for staff reporting and stakeholder visibility, and used the ready-to-use AKUBO platform for nonprofit CRM and database management.

Discuss this nonprofit work
Community livelihood · Bacolod City

Juan Save Livelihood Program

Designing the operating model and governance platform for a livelihood pathway serving solo parents, PWDs, senior citizens, women, and 4Ps beneficiaries across Bacolod City.

Open the live platform

Preferred values alignment

I especially welcome the opportunity to serve a Christian, Jesus-following employer.

I value workplaces where faith is expressed through integrity, stewardship, compassion, humility, excellence, and genuine care for people. I am also open to mission-led organizations that respect these convictions and share a commitment to meaningful service.

Faith-based digital ministry

Faithfully Fit Living

Bible-based mobile wallpapers, trackers, devotion-centered content, and Kingdom music created to help people stay rooted in faith and proclaim Jesus Christ as the Way, the Truth, and the Life.

11

Certificates, education & awards

Continuous professional development

Credentials that strengthen compliance, leadership, communication, and data capability.

Each credential supports the practical work: safer healthcare administration, stronger leadership, clearer reporting, and more professional client communication.

Healthcare & compliance

NDIS · HIPAA · PIPEDA · Trauma-Informed Care

Foundational preparation for privacy-aware and compassionate healthcare administration across Australian, US, and Canadian contexts.

Leadership & communication

John Maxwell Transformational Leadership

Leadership principles for influence, accountability, team development, service, and positive organizational change.

Data & reporting

Excel Charts, Dashboards, Formulas & Functions

Applied spreadsheet capability for performance analysis, data organization, executive visibility, and operational reporting.

English & creative

EF SET C2 Proficient · Introduction to Graphic Design

C2 English proficiency as measured by the EF SET English test, strengthened by visual communication and presentation design capability.

EducationBachelor of Arts, Psychology

De La Salle University · 1996–2001

Selected recognitionCream of the Crop · Jose Rizal Awardee · Best Server · Best Thesis

Recognition for service, academic achievement, leadership, and performance.

12

Tools I use

Tech-savvy, tool-flexible

Comfortable where operations, data, and automation meet.

I learn the company’s stack quickly and focus on using it well—not adding tools for their own sake.

Operations, Data & Reporting

For performance measurement, executive reporting, process control, and data-backed decisions.

Microsoft Excel
Microsoft 365
Google Sheets
Google Forms
Airtable
COGNOS
Visio
Apps Script

Healthcare & Client Management

For privacy-aware administration, patient and client coordination, records, and service workflows.

Jane App
HubSpot
AKUBO CRM
CRM / CIM
Revenue Cycle
Practice Mgmt
CMS
AR Management

BPO, Workforce & Service Operations

For scheduling, real-time adherence, contact-centre performance, coaching, and service delivery.

eWFM / ASPECT
Avaya
Real-Time Adherence
CCMS
Actuate
Lotus Notes

AI, Automation & Building

For reducing repetitive work, accelerating research, improving communication, and creating practical systems.

ChatGPT
Claude
Copilot
Gemini
Sintra
ElevenLabs
REvid AI
HTML

Collaboration & Remote Work

For distributed-team communication, meetings, file management, handoffs, and stakeholder coordination.

Slack
Teams
Zoom
Google Meet
Google Voice
WhatsApp
Dropbox
Skype

Real Estate, Sales & Property Marketing

For organizing property information, building presentation-ready marketing materials, maintaining records, and supporting buyer and client communication.

Canva
PowerPoint
Microsoft Excel
Google Sheets
CRM / CIM
Google Drive
Google Forms
LinkedIn

Creative, Web & Digital Marketing

For presentations, websites, employer branding, social content, audience engagement, and lead support.

Canva
PowerPoint
Facebook
YouTube
Instagram
LinkedIn
SEO Tools
Nano Banana

Professional development

Currently self-studying

Building platform familiarity proactively so I can enter a new role ready to learn the employer’s exact workflows and standards.

Self-study

Field-service operations

Simpro

Actively studying job management, scheduling, dispatch, field workflows, and operational reporting for trade-service teams.

View Simpro self-study workspace
Self-study

Healthcare practice management

Cliniko

Self-studying practice administration workflows, appointment coordination, patient records, and day-to-day clinic operations.

Learning in progress
Self-study

Allied health & NDIS

Splose

Self-studying allied-health and NDIS practice workflows, including scheduling, client administration, and service coordination.

Learning in progress
13

Recommendations

What others say

Trusted for initiative, accuracy, and relationships that matter.

Mentor testimonial

Mary is a self-starter, proactive, and produces accurate and timely deliverables. She has a positive outlook in life and is a team player. She is dedicated to her craft and is truly an asset to my team.

Client testimonial

Mary has a personality that is good for marketing and sales. Her faculty for building relationships that matter with people makes her suitable for this line of endeavor.

Client testimonial

Mary is hardworking, fun to work with, reliable, and always willing to learn and improve her skills. She is—and will be—a great addition to the team or company she works with.

Client testimonial

Mary is a hardworking, loving mother who is willing to go over and beyond what is required of her job. She will support the goals and purpose of the company she works for. She completed her academic studies with high honors and achievements—an asset you can be proud of.

Internal client testimonial

Boss Mary is a good mentor. She is very passionate and caring toward her subordinates and always encourages us to do well and strive for the best. When she sees potential in you, she will push you to your limits until you succeed. She is detail-oriented and hardworking.

Internal client testimonial

I worked with Rubin, as we called her, when I was still learning the ropes in the BPO world. She is very helpful and fun to work with. She does not mind going out of her way to make sure things are done as they should be and to help others along the way.

Internal client testimonial

Mary ‘Dolly’ Rubin is a valuable asset to have in any team or company. She is thorough, hardworking, and very smart. Even when swamped with her own tasks, she takes time to help her colleagues. Furthermore, Dolly has a high sense of integrity and fairness. Even if it means admitting she is wrong, she does so because she knows it is the right thing to do.

View recommendation portfolio

Start a purposeful conversation

Tell Mary what you need—and what a successful working relationship looks like.

This short qualification form helps Mary understand the role, business context, expectations, and timing before she replies. Serious employers, clients, nonprofit leaders, and founders are welcome.

Preferred channelMary.SantosFA@gmail.com

Submitting this form opens your email application with your answers prepared. The website does not store your responses.

01 · About you and your organization
02 · Why you are contacting Mary
03 · Working alignment
04 · Reply details