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Chloe B. Status: Offline
Katy, United States
96% Job Success
Top Rated Plus

CS Operations Manager, Training Program Manager, QA Specialist

**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 visiting my profile! I’m excited to share a bit about my experience and passion for customer service management. With over 10 years of leadership experience in the retail industry, including roles with Kenneth Cole, Calvin Klein, Bebe, and Pac Sun, I’ve honed my ability to build, inspire, and lead teams to deliver exceptional customer experiences. For the past decade, I’ve taken my expertise to Upwork, where I’ve successfully managed customer service operations, training programs, and process development. I was also honored to be selected as the sole representative for the entire Customer Service category on Upwork—a testament to my dedication and impact in this field. Throughout my career, I’ve had the privilege of: - Designing and implementing comprehensive training programs using eLearning and self-paced modules. - Overseeing quality analyst performance and leading calibrations to ensure consistent policy interpretation and identify opportunities for growth. - Building Help Centers, Knowledge Bases, macros, SOPs, and internal processes to streamline operations and enhance customer satisfaction. - Developing Train-the-Trainer programs, playbooks, and facilitator guides to empower trainers and create scalable solutions. What truly drives me is the opportunity to create and nurture world-class customer service teams. I take pride in maintaining high standards, fostering continuous improvement, and delivering results that exceed expectations. My goal has always been to go beyond meeting expectations—to consistently raise the bar for both my team and the customers we serve. If you're looking for a dedicated, results-driven professional to lead and grow your customer service operations, I’d love to connect! Please note that I am currently open to management-level opportunities.
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