A pod of humans.
A fleet of agents.

Technical Support Manager

Adrian Palmes

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Adrian Palmes serves as our Technical Support Manager, supporting the people, systems, tools, and technology that keep our daily operations moving.

Since 2020, our operations have been built around a hands-on human team managing the real work behind our campaigns and client services — from lead generation and research to outreach, appointment setting, data management, reporting, and day-to-day campaign execution.

Adrian works behind that team to make sure they have the technical support they need to do their jobs effectively.

He helps maintain and troubleshoot the platforms, accounts, integrations, databases, dashboards, communication tools, and internal systems used across our operation. When a team member encounters a technical problem, a workflow stops working, data isn’t appearing correctly, an account needs attention, or something simply requires a human to investigate it, Adrian is one of the people responsible for getting things moving again.

As our operation has evolved, his responsibilities have expanded to include supporting our newer automation and AI-assisted workflows alongside the systems already used by our human team.

His responsibilities include

• Supporting team members with day-to-day technical issues
• Keeping the tools and platforms used by our operations team working properly
• Troubleshooting accounts, integrations, dashboards, databases, and internal systems
• Helping resolve problems affecting lead generation, research, outreach, appointment setting, and reporting workflows
• Monitoring data movement between different tools and platforms
• Investigating missing records, failed processes, synchronization issues, and technical errors
• Supporting campaign setup and the technical requirements of client operations
• Maintaining and troubleshooting AI agents and automated workflows as part of the broader technology stack
• Providing manual intervention when technology or automation cannot complete a process correctly
• Coordinating with team members when an issue affects multiple parts of the operation
• Testing fixes and helping ensure systems are stable before returning them to normal use
• Identifying recurring technical problems that can be improved, standardized, or automated

Adrian’s role sits between people and technology.

Our human team remains at the center of the operation. Automation and AI are there to increase their capacity — not replace the experience, judgment, communication, and manual work that have supported our business since 2020.

Adrian helps make sure both sides work together.

When the team needs technical help, when a system isn’t behaving the way it should, or when automation needs a human hand, Adrian is the person you reach.

Chief of Operations

Oriel Suarez

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Oriel Suarez serves as our Chief of Operations, responsible for making sure the entire operation performs where it matters most: execution, quality, accountability, and results.

Oriel owns how the team operates day to day. He connects leadership’s direction with the people actually executing the work, making sure every client engagement has clear priorities, the right resources, defined expectations, and measurable outcomes.

Since our operations are powered by both an experienced human team and an evolving layer of automation and AI, Oriel ensures all parts of the operation work together as one system. Technology can improve speed and capacity, but people remain responsible for judgment, quality, communication, and ultimately delivering for the client.

His responsibilities include

• Overseeing daily operations across teams, campaigns, and client engagements
• Setting operational priorities and making sure work is executed on schedule
• Managing team capacity, workload distribution, and resource allocation
• Holding team leads and members accountable for their responsibilities and deliverables
• Monitoring the numbers and KPIs used to measure each engagement
• Reviewing lead generation, outreach, qualification, appointment-setting, and campaign performance
• Maintaining quality standards across research, data, communication, reporting, and client delivery
• Identifying bottlenecks before they become larger operational problems
• Coordinating between leadership, technical support, campaign teams, and client-facing staff
• Ensuring processes are followed while improving workflows that are slowing the team down
• Making sure automation and AI support the operation without compromising human oversight or quality
• Reviewing performance trends and turning the numbers into operational decisions
• Escalating risks, missed targets, quality issues, or resource problems when leadership intervention is required
• Driving continuous improvement across the organization

Oriel is ultimately accountable for answering a simple question: are we delivering what we promised, at the quality we expect, and are the numbers proving it?

Think of Oriel as the person running the floor. Different people may own research, lead generation, outreach, appointment setting, technology, or client communication — but Oriel makes sure those moving parts operate as one coordinated team.

In short: Oriel owns how the operation runs day to day — accountable for delivery, quality, team execution, and the numbers every client engagement is judged on.

Founder & Managing Director

Alfred Y.

Alfred Y. is the Founder and Managing Director of Virtual Business Solutions, responsible for the strategy behind every client engagement and ultimately accountable for whether the operation produces results.

His role starts before a campaign ever launches.

Alfred works directly with clients to understand their business, define the Ideal Customer Profile (ICP), sharpen the offer, identify the right market opportunities, and determine what success should actually look like. From there, he translates those objectives into measurable targets that the operations team can execute against.

He owns the bigger picture: who we target, why we target them, what we offer them, how we reach them, and which numbers determine whether the strategy is working.

His responsibilities include

• Leading the initial client and campaign audit
• Defining and refining each client’s ICP
• Evaluating the client’s offer, positioning, and market opportunity
• Establishing campaign objectives, KPIs, and performance targets
• Designing the overall lead-generation and appointment-setting strategy
• Determining which signals, markets, channels, and prospect segments deserve priority
• Reviewing pipeline performance and identifying where opportunities are being lost
• Working with operations to turn strategy into executable campaigns
• Reviewing lead quality, conversations, appointments, and downstream results — not simply activity numbers
• Making strategic adjustments when the data shows something isn’t working
• Aligning the human team, technology, automation, and AI around the same business objective
• Holding the operation accountable to the outcomes promised to clients
• Maintaining direct communication with clients on strategy, performance, priorities, and major decisions

Alfred doesn’t need to personally perform every task inside the operation. His responsibility is making sure the right work is being done by the right people and systems for the right reason.

The research team can find prospects. The outreach team can start conversations. Appointment setters can qualify opportunities. Technical support can keep the infrastructure running. Operations can manage execution.

But someone still has to answer: are we targeting the right people? Is the offer strong enough? Are we creating qualified opportunities? And are those opportunities actually turning into pipeline? That accountability sits with Alfred.

Your Main Point of Contact

Alfred remains the client’s primary point of contact throughout the engagement. Whether the pipeline is growing or underperforming, clients shouldn’t have to chase different departments trying to figure out what is happening. Alfred owns the relationship, brings the relevant team members together when necessary, and makes sure problems are addressed instead of passed around.

In short: Alfred owns your ICP, your offer, your strategy, and your numbers. He runs the audit, sets the targets, and remains accountable when the pipeline moves — or when it doesn’t. Your main contact, always.