Mary Joy C. Olmstead
Founder & Director, YBO IT Solutions | AI & Software Facilitator | Advocate for Practical AI in the Philippines
Architecting the Unseen
We build the bridge where dreams take flight, And turn the spark to digital light. Through every line and every screen, We bring to life the world unseen.
The Integrity of Innovation
To lead with grace and act with care, Is how we build a world that’s fair. A steady hand and vision true, Will craft a path for something new.
Igniting a Shared Future
A daring spark can light the way, And turn the night to brightest day. When kindness meets a grander goal, We lift the spirit and the soul.
About Mary Joy
I believe life leads us to where we can make a meaningful difference. My career spans over a decade across frontline operations, quality assurance, customer experience transformation, tech stack implementation, and entrepreneurship. From training thousands of agents on CSAT and customer satisfaction for United Airlines to facilitating specialized Level 2 escalations training for Airbnb call centers, I have focused on building efficient systems that empower teams to perform at their best.
As a Founder and AI & Software Facilitator, I champion practical, hands-on technology adoption. Beyond enterprise software implementations such as Odoo and IPPBX platforms, I conduct hands-on AI training sessions, including operations consultancy for Packetworx, to bridge emerging technology with everyday workflows. Within YBO IT Solutions, AI utilization is mandatory across our entire team to ensure peak operational efficiency, accuracy, and agility.
My leadership philosophy rests on taking immediate, meaningful action today rather than waiting for tomorrow. Every project, team, and organization I build is grounded in operational excellence, continuous learning, and creating real economic opportunities.
Executive Competencies & Tech Stack
Operations & CX Leadership
Customer Experience Strategy, Quality Assurance (QA), CSAT Optimization, Process Optimization, Team Training & Augmentation, Escalation & Case Management.
ERP & Business Systems
Enterprise Implementation & Consulting, Business Process Automation, Multi-Company Administration.
Software Tools & Platforms
Odoo, OneSuiteBusiness (IPPBX), CRM Systems, Softphones with Call Recording, Database Management, Internal Knowledge Bases.
Productivity & Collaboration
Google Workspace Suite (Advanced), Microsoft Office Suite (Word, Excel, PowerPoint), Enterprise Reporting Workflows.
Digital Strategy & AI Tools
Web Development & Design, Social Media Content Strategy, OpenArt AI, Metricool, Canva.
Global Commercial Operations
Scaled a global cosmetics brand across major international marketplaces including Amazon, Lazada, Shopee, and TikTok Shop.
Local Talent Pipeline
Established a strategic partnership with Bulacan Agricultural State College (BASC) to recruit On-the-Job Training (OJT) IT students, maintaining a 100% hire-through rate from OJT to full-time roles at YBO IT Solutions. Reinvest 100% of company profits into operational expansion and hiring local talent.
AI & Business Systems Consulting
Direct process consulting and software implementations for enterprise and institutional clients. Conduct hands-on AI training sessions, including operations consultancy with Packetworx, and facilitate Odoo, IPPBX (OneSuiteBusiness), and custom software integrations.
IT Solutions & Agency Leadership
Built and scaled YBO IT Solutions as a self-operational IT agency providing web development, web design, software development, social media content creation, team augmentation, and international tech support. Mandated AI integration across all YBO team workflows for maximum operational efficiency and output.
Career Foundations & Professional Journey
Founder & Managing Director | YBO IT Solutions & Commercial Operations
Operations, CX Training & Escalations Leadership | Global Client Brands
Airbnb (1.5 Years)
- Level 2 Escalations Trainer (1 Year): Promoted to train eligible call center agents transitioning from Level 1 booking assistance into the high-stakes Escalations Department, developing specialized training curricula for complex dispute resolutions and policy compliance.
- Case Manager & CSR (1 Year): Handled frontline high-tier customer escalations, guest-host dispute resolutions, and platform policy enforcement using internal CRMs, softphones with call recording, and booking databases.
United Airlines (7 Years)
- Trainer & CSAT Specialist: Trained thousands of customer service agents specifically focused on elevating CSAT (Customer Satisfaction) scores and service delivery standards for United Airlines.
- Quality Analyst (5 Years): Developed QA scorecards, monitored multi-channel calls, conducted performance coaching, and built operational reporting workflows using Microsoft Excel and Google Sheets.
- Customer Service Representative (2 Years): Delivered frontline technical and customer support in fast-paced call center environments.
Priceline (1 Year)
- Travel Operations Specialist: Facilitated end-to-end travel reservations, complex itinerary adjustments, and global customer support using specialized travel agency software platforms.
Ripple of Joy by YBO IT Solutions
A purpose-driven initiative fully funded by YBO IT Solutions. Rooted in the belief that later is sometimes never, a portion of YBO's profits is directed into community outreach, providing essential support, nourishment, and educational assistance to families in the countryside.
Ember Program
A dedicated children's initiative operating in Sitio Puyat, Tartaro, San Miguel, Bulacan, a rural community where daily-wage construction workers struggle to meet basic needs. Through a structured 12-month program, Ember provides essential school supplies, backpacks, graduation shoes, weather gear, and monthly birthday celebrations to ensure every child’s effort is recognized.
Long-Term Vision
5-Year Goal
Bridge community outreach with technical education by establishing a free technology skills center in San Miguel, Bulacan, enabling young people from low-income families to transition into remote and international technology careers.
10-Year Goal
Build a dedicated home for elders, creating a supportive environment that offers dignified care during their later years.
15-Year Goal
Establish a hillside sanctuary dedicated to rescuing, rehabilitating, and caring for abandoned street dogs.
Skills can build systems and technology can scale solutions, but only a human heart that refuses to give up on people can turn a quiet effort into a quiet legacy.