MA
Mary Ann Palacio
Team Leader | Outsource Access
Total Clients Managed
16
7 in master spreadsheet, 16 in intel files
Active VAs Under TL
14
Across all client accounts
Issue Rate
88%
Highest among all TLs
Severe Issue Rate
31%
Issues requiring escalation
Avg Client Tenure
3.8yr
Range: 6mo to 7 years
Industries Covered
12
Healthcare, CRE, F&B, Legal, Tech, more
Performance Breakdown
| Metric | Value | Benchmark (Best TL) | Status |
|---|---|---|---|
| Issue Rate | 88% | 54% (Assley Martinez) | High Concern |
| Severe Issue Rate | 31% | 0% (Dan Ryan Sosmenya) | Elevated |
| Clients with Retention Risk | 12 of 16 | 6 of 13 (Assley) | Critical |
| High Idle VAs | 3 | -- | Watch |
| VA Turnover Events | 4+ | -- | Elevated |
| Praised/Exceptional Accounts | 2 | 6 (Assley) | Below Avg |
Industry Distribution
Healthcare
4
EpiOn, Any Lab Test Now, Sperity, Woodhouse Spa
Commercial Real Estate
4
K Corp, TRIPP, ICR, NAI Vegas
Food & Beverage
2
Dreamland BBQ, Lettuce Box/VeroFresh
Education / Childcare
2
BizHack Academy, Heartfelt Impressions
Construction / Industrial
2
Dynamik Inc, Container Technology
Other
2
Clubwaka (Sports/Rec), SUD Consulting
Client Portfolio (16 Accounts)
BizHack Academy
Education / Marketing
POCDan Grech, CEO
Monthly$2,395/mo
SinceJul 2025
AdvisoryPending
Mary Grace Pabillar
Specialized VS - Sales Admin Support (replaced Ryan Macapagal Nov 2025)
EpiOn
IT Services / MSP
POCDon Viar
Monthly~$1,895/mo
SinceJan 2022 (4+ yrs)
AdvisoryNot Requested
Marie Rose Ann Q. Borres
General VS - Executive Assistance (Admin & Marketing). 4+ year tenure.
Any Lab Test Now
Healthcare / Franchising
POCBrandon Owens, IT Mgr
Monthly$2,200-3,000/mo
SinceApr 2026
AdvisoryPending (new client)
Dennis Amor Lacamiento
Specialized VS - IT Support Specialist. National franchise (250 locations).
Clubwaka
Sports / Recreation
POCDavid Lowry
Monthly~$1,895/mo
SinceApr 2022 (4+ yrs)
AdvisoryNot Requested
Sweet Marichel P. Osorio
Admin Support. 25+ city markets, LeagueApps platform. Prev VA Jeco IR'd.
K Corporation
Commercial Real Estate
POCJim Kaplan
Monthly~$1,895/mo
SinceSep 2022 (3+ yrs)
AdvisoryNot Requested
Jedan M. Similatan
Hybrid Brokerage & Marketing. CRM, legal, marketing, financial tasks.
SUD Consulting LLC
Consulting / HR / PEO
POCStephen Davis, CEO
Monthly~$1,895/mo
SinceMay 2021 (5+ yrs)
CSAT5/5
AdvisoryNot Requested
Hanna Grace Dayak
General VS - Exec Assistance. 5+ year tenure. 49% idle flagged Apr 2025.
Woodhouse Day Spa
Spa / Wellness (Franchise)
POCTerri & Dan Smith (IN)
Monthly~$1,895/mo
SinceNov 2025
AdvisoryPending
VA (Terri/Dan engagement)
HR/onboarding, payroll migration (ADP to Paylocity), email marketing.
Heartfelt Impressions
Education / Childcare
POCRhonda Meyers
Monthly~$1,895/mo
SinceSep 2022 (3+ yrs)
AdvisoryDelivered (Mar 2026)
Mary Ruth D. Fernan
Admin. Mon-Sat 7AM-3PM EST. Also April Rose Salvana (ECE Subhub).
Ameripark Covered Storage
Real Estate / Storage
POCWhitney Jurjevich
Monthly~$1,895/mo
SinceFeb 2022 (4+ yrs)
AdvisoryNot Requested
Ailyn Grace Y. Presillas
General VS - Admin. Email, CRM (Monument), Facebook marketing.
Dynamik Inc.
Electrical Contracting
POCDominic Carnevale
Monthly~$1,895/mo
SinceMar 2020 (6+ yrs)
AdvisoryNot Requested
VA (Government contracting support)
SDVOSB/EDWOSB cert. PO mgmt, proposals, vendor coordination.
Container Technology
Industrial Manufacturing
POCRon Althouse
Monthly~$1,895/mo (PT)
SinceAug 2023
AdvisoryNot Requested
VA (Marketing & Sales Support)
Part-time 4 hrs/day. LinkedIn, Constant Contact, Canva, social media.
Sperity Health
Health & Wellness Tech
POCEvan Malone, COO
Monthly~$1,895/mo
SinceNov 2025
AdvisoryPending
VA (HubSpot & Operations)
Brad's brother-in-law David Perez connection. Expansion in progress.
Lettuce Box / VeroFresh
Cold Chain / IoT SaaS
POCMark Hogan, CEO
Monthly~$1,895/mo
SinceJan 2021 (4+ yrs)
AdvisoryNot Requested
VA (Ops Support)
SaaS billing, fleet monitoring, cold chain ops. ~5 employee company.
Florida Lawyers Network
Legal Networking / CLE
POCMo N. ElDeiry, Founder
Monthly~$1,895/mo
SinceJul 2020 (6+ yrs)
AdvisoryNot Requested
Flor + Mizel
2 VAs. Flor since Jun 2021, Mizel since Jul 2025. CLE events, membership.
TRIPP Commercial
Commercial Real Estate
POCTripp Guin III
Monthly~$1,895/mo
SinceMar 2023 (3+ yrs)
AdvisoryNot Requested
Ma. Rosavielle Emily C. Calinao
CRE brokerage support. 49.57% idle time flagged.
ICR Commercial RE
Commercial Real Estate
POCClifford Agbonsuremi
Monthly~$1,895/mo
SinceMar 2022 (4+ yrs)
CSAT5.0/5.0
AdvisoryNot Requested
JC Marie E. Salas
CRM & Lead Generation. Saskatoon, Canada. Highly satisfied client.
VA Performance Overview
| VA Name | Client | Role | Tenure | Status | Idle % | CSAT |
|---|---|---|---|---|---|---|
| Marie Rose Ann Q. Borres | EpiOn | Exec Assistance | 4+ years | Active | -- | -- |
| Hanna Grace Dayak | SUD Consulting | Exec Assistance | 5+ years | High Idle | 49% | 5/5 |
| Sweet Marichel P. Osorio | Clubwaka | Admin Support | 4+ years | Active | -- | -- |
| Jedan M. Similatan | K Corporation | Brokerage & Marketing | 3+ years | Active | -- | -- |
| Mary Grace Pabillar | BizHack Academy | Sales Admin | ~8 months | Watch | -- | -- |
| Dennis Amor Lacamiento | Any Lab Test Now | IT Support | ~3 months | On Track | -- | -- |
| Mary Ruth D. Fernan | Heartfelt Impressions | Admin | 3+ years | Stable | -- | -- |
| April Rose Salvana | Heartfelt (ECE Subhub) | Redeployment VA | ~1 year | Active | -- | -- |
| Ailyn Grace Y. Presillas | Ameripark | Admin Support | 4+ years | Active | -- | -- |
| Ma. Rosavielle Emily C. Calinao | TRIPP Commercial | CRE Support | 3+ years | High Idle | 49.6% | -- |
| JC Marie E. Salas | ICR Commercial | CRM & Lead Gen | 4+ years | On Track | -- | 5/5 |
| Flor + Mizel | Florida Lawyers Network | Admin / CLE | 5yr / 1yr | On Track | -- | -- |
| Leouiella Mae Comendador | Woodhouse Spa (Chris Mann) | Finance & HR | 5+ years | Active | -- | -- |
Tenure Distribution
5+ Year VAs
4
Hanna Grace, Marie Rose, Leouiella, Flor
3-4 Year VAs
5
Sweet Marichel, Jedan, Mary Ruth, Rosavielle, JC Marie
1-2 Year VAs
2
April Rose, Mizel
Under 1 Year
2
Mary Grace (8mo), Dennis (3mo)
VA Turnover Events
| Client | Previous VA | Reason | Current VA |
|---|---|---|---|
| BizHack Academy | Ryan Macapagal | Performance (lack of proactive communication, inconsistent prioritization) | Mary Grace Pabillar |
| Clubwaka | Jeconiah (Jeco) | IR'd (insubordination / TD manipulation) | Sweet Marichel P. Osorio |
| ICR Commercial | Jovilyn + Cindy | Disengaged (consolidated from 3 VAs to 1) | JC Marie E. Salas |
| Florida Lawyers | Cheloh Mae Aguinid | Replaced (original VA from 2020) | Flor + Mizel |
Active Alerts & Required Actions
High Idle: SUD Consulting - Hanna Grace Dayak (49% idle)
VA has been flagged for 49% idle time since April 2025. Despite perfect 5/5 CSAT, utilization is critically low. Task portfolio needs expansion or client engagement review.
High Idle: TRIPP Commercial - Rose Calinao (49.6% idle)
VA showing nearly 50% idle time. CRE brokerage workload may not justify full-time engagement. Consider task expansion, shared VA model, or client conversation about additional scope.
BizHack Academy - Needs Attention
Replacement VA Mary Grace Pabillar deployed Nov 2025 after Ryan Macapagal was removed for performance issues. Account flagged "Needs Attention" - monitor closely for pattern repeat.
88% Issue Rate Across Portfolio
Mary Ann's portfolio has the highest issue rate among all TLs (88% vs 54% benchmark from Assley Martinez). 12 of 16 clients show retention risk signals. Requires management review and structured improvement plan.
EpiOn - Client Declines Collaboration Calls
Don Viar historically declines CSAT surveys and collaboration calls. Prefers low-touch, high-trust relationship. Use async touchpoints (Loom videos, advisory docs) instead of pushing meetings.
Any Lab Test Now - Strategic Account (New)
National franchise (250 locations), referred by David Wheeler. Brad flagged as "very critical to get off on a good footing." Expansion potential is substantial. Extra TL attention warranted during onboarding window.
Sperity Health - Expansion In Progress
Connected through Brad's brother-in-law David Perez. Account actively expanding HubSpot infrastructure and team. Growth opportunity for additional VA placement.
10 Clients Without Strategic Advisory Request
Of 16 clients under Mary Ann, 10 have never had a strategic advisory doc requested. Multiple clients exceed the 60-day threshold. TL should proactively initiate advisory requests per protocol.
Strategic Advisory Document Tracker
Per OA protocol, every client with 60+ days of engagement should have a strategic advisory document requested. Green = delivered, Yellow = pending/requested, Gray = not yet requested.
Heartfelt Impressions
Education / Childcare | Since Sep 2022
Delivered - March 2026 (Strategic Business Review & ROI Presentation)
BizHack Academy
Education / Marketing | Since Jul 2025
Pending - 12+ months, should be prioritized
Any Lab Test Now
Healthcare / Franchise | Since Apr 2026
Pending - New client, approaching 60-day threshold
Woodhouse Day Spa
Spa / Wellness | Since Nov 2025
Pending - 8+ months, overdue
Sperity Health
Health & Wellness | Since Nov 2025
Pending - 8+ months, overdue. Strategic account via David Perez.
EpiOn
IT Services / MSP | Since Jan 2022
Not Requested - 4+ year client. Client declines calls; use Loom/doc approach.
Clubwaka
Sports / Recreation | Since Apr 2022
Not Requested - 4+ year client. Overdue.
K Corporation
Commercial Real Estate | Since Sep 2022
Not Requested - 3+ year client. Overdue.
SUD Consulting
Consulting / HR | Since May 2021
Not Requested - 5+ year client. Overdue. High idle VA.
Ameripark
Real Estate / Storage | Since Feb 2022
Not Requested - 4+ year client. Overdue.
Dynamik Inc.
Electrical Contracting | Since Mar 2020
Not Requested - 6+ year client. Overdue.
Container Technology
Industrial Manufacturing | Since Aug 2023
Not Requested - 2+ year client. Overdue.
Lettuce Box / VeroFresh
Cold Chain / IoT | Since Jan 2021
Not Requested - 4+ year client. Overdue.
Florida Lawyers Network
Legal Networking | Since Jul 2020
Not Requested - 6+ year client. Overdue.
TRIPP Commercial
Commercial Real Estate | Since Mar 2023
Not Requested - 3+ year client. Overdue. Also high idle.
ICR Commercial RE
Commercial Real Estate | Since Mar 2022
Not Requested - 4+ year client. Overdue. 5/5 CSAT.
Advisory Summary
Delivered
1
Heartfelt Impressions
Pending / In Progress
4
BizHack, ALTN, Woodhouse, Sperity
Not Requested (Overdue)
11
All 60+ day clients without advisory