Chloe B.
Katy, TX
100%
Job Success
Top Rated Plus
CS Operations Manager, Training Program Manager, QA Specialist
US$68.00/hr
**Featured on Upwork website to represent the customer service category**
** Featured in the "10 Upwork Profile Examples That Will Help You Get Clients" article **
** Featured on Upwork's LinkedIn, Facebook, and Instagram accounts **
**Featured on Upwork "Upwork Unveils Top 10 Most In-Demand Skills for Technology, Marketing, and Customer Service Independent Talent in 2022"**
**Featured on Yahoo Finance - link in LinkedIn profile**
**Featured speaker in CXCollective in the Zone - link in LinkedIn profile**
Hello,
Thank you for checking out my profile, here is a quick overview of my skills and strengths. I am well organized, efficient, and self motivated. The key to my success has been to learn quickly and to then reach for a higher personal and professional standard by seeking additional responsibilities.
I worked in the retail industry for over 10 years as a Manager for companies such as Kenneth Cole, Calvin Klein, Bebe, and Pac Sun. I then joined Upwork and have done customer service management, training program management, and operations development on Upwork for over 9 years and was selected to be the sole representative for the entire customer service category for Upwork.
I have designed and implemented training programs using eLearning and self-paced modules.
I have overseen quality analyst performance and held regular calibrations to align on interpretation of policies and procedures and identify opportunities to improve support agent experiences
I have also built Help Center and Knowledge Base, macros, SOPs and internal processes, thus addressing operational inefficiencies and inconsistency, and improving customer experience and CSAT scores.
I also have designed multiple Train the Trainer programs, playbooks, and facilitator’s guide to create more flexibility and autonomy for new trainers.
My genuine interest in building world class support teams and maintaining a high level of standards has led me to become successful in my role as a Training and Performance/ Customer Success Manager.
My goal has always been to exceed the expectations of both my employer as well as my customer. Although the above is only a brief snapshot, this philosophy has served me well in my professional career.
Please note I am only open to management opportunities.
Work history
Call Center and Intake Manager (PT)
17 Jan 2024
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13 Apr 2024
"Chloe is honest, responsive, pleasant, and versatile. She is an excellent choice for your project. Highly recommend!"
Private earnings
E-commerce operations manager, backlog , automation and training Expert
19 Jan 2024
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31 Jan 2024
"Chloe is an outstanding professional, a wonderful coworker, an incredible leader. Will work with her again very soon."
Private earnings
Customer Support Manager - Zendesk Expert for busy E-commerce website
16 Jun 2023
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12 Jan 2024
"Chloe's organizational skills have been a game-changer for our customer service operations. Chloe's ability to streamline processes has significantly improved our team's efficiency. We are truly grateful for her dedication…
Private earnings
CX Operations Manager
6 Feb 2023
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23 Oct 2023
"Chloe was a delight to work with! She was always available and willing to jump in where needed to support our clients."
Private earnings
Process Excellence & Customer Experience Consultant
24 Feb 2022
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8 Oct 2023
"Chloe did a great job at building a training program for a our virtual property managers."
Private earnings
Admin Assistant
24 Jun 2015
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14 Jul 2023
Private earnings
Customer support consultant for a woman-oriented online store
29 Jun 2023
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6 Jul 2023
"Chloe completed the test assignment with efficiency and professionalism!"
Private earnings
Customer Service platform and team creation.
24 Mar 2021
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4 May 2023
Private earnings
Operations Specialist or Operations Manager or SOP Development needed
22 Feb 2022
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27 Oct 2022
This feedback has been removed
Private earnings
Customer Support Trainer / Manager for Pet platform
28 Jun 2021
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6 Oct 2022
"Great contribution, highly professional, excellent experience. Thanks Chloe."
Private earnings
Head of Customer Service full time
23 Jan 2024
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Present
Job in progress
Private earnings
Sales, CRM, Analytics Solution Specialist
23 Jun 2023
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Present
Job in progress
Private earnings
Customer Service Training Manager
21 Jun 2023
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Present
Job in progress
Private earnings
Operational Efficiency
19 May 2023
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Present
Job in progress
Private earnings
Customer Service Expert for Zendesk
7 Feb 2023
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Present
Job in progress
Private earnings
Customer Support Strategy
3 Feb 2023
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Present
Job in progress
Private earnings
Seeking part time customer support manager/team developer/operations for a growing jewelry brand
6 Dec 2022
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Present
Job in progress
Private earnings
CS Manager
27 Oct 2022
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Present
Job in progress
Private earnings
Customer Support Consultant
26 Sept 2022
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Present
Job in progress
Private earnings
Customer Support Management
6 Jul 2022
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Present
Job in progress
Private earnings
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Skills
- Compliance Training
- Training & Development
- Project Management
- Customer Satisfaction
- Zendesk
- Business with 10-99 Employees