Summary Background Profile
Catherine is a systems-driven Executive Assistant and Client Success Manager with nearly a decade of experience in operations, franchise onboarding, and executive support. She blends classic EA skills — calendar, travel, stakeholder comms — with a proactive mindset to build, document, and optimize processes. Her recent work supporting two founders in a nationwide senior care franchise included managing 40–50 franchise territories, designing a standardized onboarding program that improved launch timelines, and acting as the “glue” between founders, franchisees, and remote teams.

Highlights

• Currently with 2nd Family — Senior Care / Franchising business (U.S.-based, managing multiple franchisees nationwide)

• Served as Executive Assistant to the founders + Client Success Manager for the franchise owners

  • Franchise Support Scope: Coordinated onboarding, day-to-day operations, and continuous support for 10 active franchise groups, meaning she handled communications, software issues, onboarding, and compliance across 40–50 franchise locations nationally.

• Owns onboarding programs for new franchisees, including setting up software, licensing, and workflow SOPs (built and maintained 70–100 SOPs personally)

  • Managed tools like Zoho CRM, Paradox AI, AxisCare, ClickUp, Trello

  • Provided post-onboarding support and ongoing troubleshooting for franchise teams

• Created franchise network newsletters, recognizing revenue milestones, introducing new franchise owners, and communicating best practices

• Meeting & Sales Coordination: Acted as the primary facilitator for sales and recruiting meetings across the franchise network, gathering challenges, surfacing founder feedback, and driving action items. She owned meeting minutes, follow-ups, and ongoing tracking of performance KPIs.

• Executive support:

  • Calendar management, travel booking, expense reports

  • Coordinated bi-monthly U.S. franchise conferences (travel, ground transport, scheduling)

  • Stakeholder updates and outreach

• Structured and proactive problem-solver:

  • Handles urgent technical issues for franchisees

  • Applies a “2-minute rule” for fast turnaround

  • Comfortable handling after-hours tasks with prior approval

• Coordination scope covered 20–25 remote employees + U.S.-based general managers

Employment History
✅ 2nd Family — Executive Assistant & Client Success Manager
Sept 2022 – Present

• Supported two co-founders of a U.S.-based senior care franchising business

• Coordinated onboarding for 10 franchise groups (40–50 territories), including compliance, licensing, and workflow SOPs (created and maintained 70–100 SOPs)

• Managed tools like Zoho CRM, Paradox AI, AxisCare, Trello, ClickUp

• Facilitated sales and recruiting meetings, tracked KPIs, published newsletters

• Owned executive support tasks: travel, calendar, expense reports, conference logistics

• Troubleshot critical software and onboarding issues for franchisees

• Coordinated with 20–25 remote staff plus U.S.-based general managers
  ✅ FedEx Pacific LLC (Philippines) — Executive Assistant & Business Development
  2013 – 2022

• Supported the Managing Director for the Philippines region

• Owned regional calendar management, reports consolidation, procurement

• Controlled vendor payments, contract reviews, and local office budgets

• Previously served in business development, handling client prospecting, proposals, and presentations
  ✅ Teletech (Philippines) — Customer Service Representative
  2009 – 2013

• Delivered frontline support for a U.S. telco account

• Strengthened customer issue resolution and account management