Executive Profile
Maria Dolores Garner Florentino
Business Operations Leader | Client Success Executive | Learning & Development Leader | Workplace Culture Consultant
Executive Summary
Business Operations and Client Success Leader with over 30 years of progressive leadership experience spanning operations management, customer success, organizational development, learning and development, and business transformation across outsourcing, hospitality, media, and consulting industries.
Known for building scalable operational systems, developing high-performing teams, strengthening customer relationships, and creating workplace cultures that drive employee engagement and business growth. Proven success in improving client retention, reducing churn, optimizing recruitment and onboarding, and implementing operational excellence initiatives.
Passionate about helping organizations improve business performance through strategic leadership, people development, operational efficiency, and AI-enabled workplace solutions.
Executive Highlights
Increased client retention by 80% through structured Client Success strategies.
Reduced client churn by 50% through operational improvements and proactive client relationship management.
Increased client lifetime value by 75% through successful upselling and cross-selling initiatives.
Maintained 80–85% weekly billable utilization through workforce planning and performance management.
Built and mentored high-performing virtual teams supporting Australian and New Zealand businesses.
Designed and implemented recruitment, onboarding, SOPs, and performance improvement systems.
Developed the Happy Workplace™ Framework, a leadership and workplace culture program.
Trained and mentored hundreds of aspiring Virtual Assistants through workshops and coaching programs.
Volunteer Mentor for the Global Mentorship Initiative, supporting professionals worldwide.
Core Expertise
Executive Leadership
Client Success
Operations
Learning & Development
AI & Digital Productivity
Professional Experience
Founder & Principal Consultant
March 2026 – PresentEventastic Training and Consultancy Services
- Developed the Happy Workplace™ Leadership Framework.
- Designed corporate leadership workshops for Philippine organizations.
- Created AI-enabled leadership training programs.
- Provides consulting services on operations, recruitment, employee engagement, and workplace culture.
Volunteer Mentor
March 2026 – PresentGlobal Mentorship Initiative
- Mentor professionals globally by providing career coaching, leadership guidance, interview preparation, and professional development support.
Head of Client Success
August 2025 – December 2025Virtual Elves Outsourcing
- Increased client retention by 80% through proactive customer success strategies.
- Increased customer lifetime value by 75% through upselling and relationship management.
- Reduced onboarding friction by redesigning client and VA onboarding processes.
- Built structured Client Success frameworks that improved overall customer satisfaction.
- Collaborated cross-functionally to continuously improve operational processes and service delivery.
- Used customer insights and feedback to strengthen client experience and long-term partnerships.
Operations & Marketing Manager
September 2023 – December 2025Virtual Elves Outsourcing
- Standardized operational procedures through comprehensive SOP development.
- Improved recruitment quality by redesigning assessment and interview workflows.
- Created structured onboarding programs that accelerated new hire readiness.
- Developed marketing strategies that strengthened employer branding in the Philippine market.
- Led content marketing initiatives across multiple digital platforms.
- Fostered a collaborative workplace culture that improved engagement and accountability.
Senior Executive Virtual Assistant
September 2014 – September 2023Virtual Elves Outsourcing
- Managed executive calendars, communications, documentation, and business operations.
- Coordinated projects across multiple departments and stakeholders.
- Mentored newly hired Virtual Assistants and supported onboarding initiatives.
- Assisted in process improvements and operational documentation.
- Supported business owners in scaling operations through administrative excellence.
Sales & Marketing Head
September 2013 – March 2014BMPI (UNTV 37)
- Developed media sales strategies that increased client acquisition.
- Managed corporate partnerships and promotional campaigns.
- Strengthened relationships with agencies, advertisers, and media partners.
OIC – Department Head
December 2011 – September 2013Enchanted Kingdom Inc.
- Managed large-scale guest services operations while leading cross-functional teams focused on customer experience, operational efficiency, and employee development.
- Led departmental operations for one of the Philippines' premier theme parks.
- Managed workforce planning, budgeting, and resource allocation.
- Designed employee development initiatives.
- Improved operational workflows and guest satisfaction.
Entertainment Department Section Head
July 2008 – August 2011Enchanted Kingdom Inc.
- Directed entertainment operations, vendor coordination, and event production while overseeing talent management and guest engagement initiatives.
Education
Bachelor of Science in Business Management
Asian Institute for Distance Education
Professional Certifications
Certified Learning & Development Professional (CLDP)
Philippine Society for Talent Development (PSTD) Member
Global Mentorship Initiative Mentor
Consulting & Leadership Programs
Professional Affiliations
Global Mentorship Initiative
Philippine Society for Talent Development (PSTD)