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Hi, I'm Mitzi. I started out as a customer service rep and worked my way up to running global programs. Along the way I've supported everyone from individual founders to teams of 400, and the job is always the same: keep things moving, keep people in the loop, and take the tedious work off your plate. 10+ years in project management, operations, and client support since then. I've been the person executives hand a rough idea to, trusting that I'll go figure out how to make it happen. WHAT I'M KNOWN FOR - Building the process while the company is still running. I joined DCP Global when it was very early stage and stayed until we had 17 global teams and close to 400 people. - Spotting the tedious thing nobody asked me to fix, then fixing it. - Being the buffer between a busy executive and everything else, so only what actually needs them reaches them. WHAT I CAN TAKE OFF YOUR PLATE - Project and program management: schedules, priorities, risk tracking, keeping teams moving across time zones - Process and documentation: SOPs, RACI matrices, workflow templates. If your operations currently live in one person's head, I'll get them out of there. - Executive support: escalations, check-ins, stakeholder reports, calendar and inbox management - Customer support: inbound inquiries, escalations, disputes, and the careful handling that sensitive accounts need. I spent my early career doing this for a global online payment platform. - Research and business materials: I dig, I summarize, I hand you something you can actually use - AI automation: finding the repetitive work in your week and building something that handles it HOW I WORK - I ask questions early instead of guessing. I'd rather flag a problem while it's small than surprise you when it's big. - I answer fast. Customer service taught me that leaving someone waiting is its own kind of problem. - Remote since 2020, so I need very little supervision. - I work fast. I know my way around the internet and around AI tools, so things that take others a full day often take me a fraction of that. EXAMPLES OF MY WORK - Freelancer work alerts. Our teams' work depended on a platform releasing tasks at random times, so people were refreshing the page all day trying to catch it. I set up Slack channels and webhook automations that notified everyone the second work went live. - Payment automation. We were paying almost 400 freelancers by hand every month. I built a dashboard plus a Google Sheets automation that imports the client's invoice, matches each entry to the right profile, and calculates amounts in both local currency and USD. A full week of finance work turned into a quick, repeatable task. - Operations from scratch. At RJC Global Impact I built out the meeting cadence, stakeholder reviews, and risk and issue tracking for a 10 person team getting ready to launch a new platform. Progress went from scattered to visible. - SOPs and RACI matrices at DCP Global. Standardizing documentation across 17 global teams contributed to a 30%+ jump in productivity. TOOLS I USE DAILY - AI: Claude (Chat, Code, Cowork), ChatGPT (Chat, Codex), Gemini - Project management: Jira, Trello, Smartsheet, Slack - Other: Advanced Excel and Google Sheets, CRM systems, Canva BACKGROUND - Software Development diploma, SAIT (2025), with honors, 3.95 GPA - BS Information Technology, Benguet State University

I have been working in customer service since 2010 across various companies, which has allowed me to develop a strong ability to understand technical details of different applications from multiple perspectives. I genuinely enjoy interacting with customers and take pride in explaining complex situations in simple and accessible ways. I recognize that not everyone finds these details easy to grasp, which is why I focus on being patient, thorough, and attentive key qualities for delivering effective support. I am skilled at collaborating with cross-functional teams to ensure users have the appropriate access and to efficiently resolve the issues they encounter. Over the years, I have gained diverse experience working as a freelancer in several roles, including French-speaking Customer Support Agent, Refund QA Support Specialist, SAV email B2B Software Support Agent, and Virtual Assistant. I am currently working as an IT Infrastructure Support Analyst. I am a patient professional with strong communication skills, and I consistently strive to add value to every team I am part of.

✅ Official Certified Google Cloud & Workspace Support Partner ✅ Microsoft, GoDaddy, Zoho, Bluehost Official Support Partner ✅ Honesty with Trust & Knowledge is on top priority for me to do task :) ✅ Quick Responder Top Rated Plus Freelancer ✅ 8.5 years of experience ✅ Quick turnaround time ✅ Fluent in English ✅ Google Workspace for Education Official Partner ✅ Google App Script Expert ✅ Cloud M Partner & Migrations Expert ✅ BitTitan Partner & Migrations Expert ✅ 24/7/365 Available for your service ✅ Google Workspace(Formally G Suite) Solutions - Google Workspace(Formally G Suite) Account Setup with Domain Name - 24*7*365 Google Workspace(Formally G Suite) Technical Support - 24*7*365 Google Workspace(Formally G Suite) Data Migration from any existing Server - Billing Issue Resolutions of Google Workspace(Formally G Suite) - Google Workspace(Formally G Suite) Remote Training ✅ Microsoft Office 365 Solutions - Office 365 Account Setup with Domain Name - 24*7*365 Office 365 Technical Support - 24*7*365 Office 365 Data Migration from any existing Server ✅ Zoho Email Solutions - Zoho Email Account Setup with Domain Name - 24*7*365 Zoho Email Technical Support - 24*7*365 Zoho Email Data Migration from any existing Server ✅ Website Migrations & Maintenance - Website transfer from Existing Server to New Server - 24*7*365 Website Maintenance Help - 24*7*365 Website's Database Backup & Transfer ✅ Hosting Server Transfer - Hosting transfer from Existing Server to New Server - 24*7*365 Hosting Maintenance Help - 24*7*365 Website's Database Backup & Transfer ✅ Customer Support Specialist - 24*7*365 E-Mail Support to your client with Fluent English - 24*7*365 Technical Support - 24*7*365 Remote Technical Support

🎖️ Top Rated Plus Freelancer | Top 3% of Talent | 100% Job Success Score | 3+ Years Experience Most companies don't lose customers because of their product. They lose them through slow onboarding, poor adoption, and customer operations that don't scale. I'm a Client Success Manager and AI Ops Expert helping SaaS, Cybersecurity, EdTech, FinTech, and Digital Agency Start ups improve onboarding, increase retention, and build scalable customer experiences. I've managed customer portfolios exceeding $5M ARR, maintained retention rates above 90%, reduced time-to-value by up to 35%, and built systems that improve customer health visibility and expansion opportunities. Core expertise: ✔ Customer Onboarding & Implementation ✔ Retention & Churn Reduction ✔ Customer Success Operations ✔ AI-Powered Workflow Optimization ✔ CRM & Lifecycle Management ✔ QBRs & Executive Reporting ✔ Customer Health Scoring ✔ SOP Development & Documentation ✔ Cross-Functional Project Management ✔ Automation & Operational Efficiency I use AI and automation tools including ChatGPT, Claude, HubSpot, ClickUp, Zapier, Make, and Notion AI to help teams scale without increasing headcount. Let's build customer experiences that scale!

Hello! As a seasoned Mystery Shopping expert with over 5 years of experience in evaluating customer experiences and operational standards across various industries. My mission is to provide businesses with detailed insights that drive improvements and enhance customer satisfaction. My passion lies in delivering precise and insightful research that drives informed decision-making for businesses. What I Offer: Manual & QA Testing: With a keen eye for detail, I conduct thorough manual testing to ensure websites and applications function flawlessly, enhancing user experience. Mystery Shopping: I offer mystery shopping services to evaluate customer service and operational standards, providing actionable feedback for improvement. Online Research: I excel in gathering and analyzing data from various online sources, delivering valuable information tailored to your needs. Why Choose Me? I am committed to excellence and reliability in every task I undertake. My clients appreciate my ability to handle complex projects with precision and efficiency. Whether you need a virtual assistant to manage your daily tasks or a research expert to provide in-depth analysis, I am here to support your goals. Let's collaborate to achieve success together!

I’m a bilingual (English/French) Virtual Assistant with 8+ years of experience on Upwork, supporting clients with data entry, customer service, CRM management, and online administrative tasks. Since 2016, I’ve worked with a wide range of clients and built a strong reputation for reliability, accuracy, and clear communication. My background includes customer support, e‑commerce operations, and administrative assistance. I’ve worked with tools such as Shopify, Zendesk, HubSpot, Zoho Desk, Google Workspace, and Excel, and I adapt quickly to new systems and workflows. Whether you need help organizing data, managing emails, updating records, or handling repetitive tasks, I deliver consistent, high‑quality work. Clients appreciate my professionalism, fast response time, and ability to work independently with minimal supervision. I take ownership of my tasks, follow instructions carefully, and always aim to make your workflow easier and more efficient.