Hire the Best QA Managers
in Jamaica

I am a Support Manager with over 10 years of experience in the said field. I provide unique and exceptional service that guarantee growth and development for businesses and myself.

If your marketing agency is growing but operations feel disorganized, deadlines are slipping, and your team spends too much time chasing updates, I help bring structure and clarity to the way your agency operates. I specialize in building operational systems for marketing agencies using ClickUp, SOPs, workflows, dashboards, and automation systems that improve accountability, visibility, and execution. My goal is simple: Build systems your team can actually follow so your agency can scale without chaos. Here’s how I help marketing agencies: ClickUp Workspace Design & Optimization I build and optimize ClickUp workspaces that organize client delivery, internal operations, recurring tasks, and team workflows into one scalable system. This includes dashboards, automations, templates, workload management, and operational visibility. Project Management & Agency Operations I help agencies improve project flow, team coordination, accountability, and communication so projects move smoothly without leadership constantly following up on tasks and deadlines. SOP Documentation & Workflow Design I create clear SOPs, process maps, playbooks, and operational documentation that standardize execution across your agency. I also link SOPs directly into workflows so your team can access processes exactly where work happens. Remote Team Management & Accountability I implement systems that help agencies manage remote teams more effectively through structured workflows, KPI tracking, task ownership, and operational reporting. Workflow Automation & Efficiency Using tools like Zapier and Make, I automate repetitive processes, notifications, task creation, status updates, and reporting workflows to reduce manual work and improve efficiency. Systems I’ve Built Include: • Monthly sprint operating systems for agencies • Client onboarding workflows • Content production workflows • QA and approval systems • Client portal structures • KPI dashboards and reporting systems • Team workload and capacity tracking • SOP and knowledge base systems What you can expect working with me: ✅ Cleaner operations and clearer workflows ✅ Better visibility into projects and team performance ✅ Reduced bottlenecks and missed deadlines ✅ Improved onboarding and process consistency ✅ Scalable systems that support growth I’ve served as Operations Manager for multiple marketing agencies and have built full operational systems inside ClickUp for teams managing SEO, Paid Media, CRO, content production, social media management, and client delivery. If you need someone to organize your operations, improve workflows, and build scalable systems for your agency, send me a message.

With over 12 years of freelancing experience across e-commerce (Amazon, Shopify, Walmart), marketing, technology, lead generation, social media, manufacturing, and professional services (public and private sector), I have built a career working with businesses of all sizes across a wide range of industries. For the last 7 years I have been specializing in project and operations management, helping businesses bring order to their operations, deliver projects from start to finish, and build day-to-day processes that are built to last. On the project management side, I handle end-to-end delivery. That means scoping, planning, scheduling, stakeholder communication, risk tracking, and keeping teams accountable from kickoff through close. I'm comfortable leading a project that's starting from zero or stepping into one that's already in motion and needs someone to bring it under control. I also have significant experience building and customizing project environments in Jira and ClickUp, setting them up in a way that actually reflects how a team works rather than leaving them as out-of-the-box tools nobody uses properly. On the operations side, I build the infrastructure that keeps a business running consistently. SOPs, process documentation, reporting structures, and administrative systems are all areas I work in regularly. I have significant process optimization experience, identifying where time and effort are being lost and redesigning workflows to fix it. I also automate repetitive tasks using tools like Zapier, Pipedream, AI, and similar platforms, freeing up teams to focus on work that actually needs human attention. I adapt quickly to whatever stack a client already has in place and my full list of tools is below. My HR experience spans recruitment, onboarding, team coordination, and building the people-side infrastructure that growing businesses often neglect until it becomes a problem. I have supported HR functions across multiple industries and I understand how operations and people management intersect. I also handle the execution work that often gets overlooked but keeps everything together. Document creation, contract preparation, email management and triaging, task assignment, team coordination, client onboarding, and client success management are all part of how I support the businesses I work with. I'm not just a strategist. I get into the detail and I do the work. My ERP experience covers full Epicor Kinetic implementations across financial management modules including AP, AR, GL, budgeting, bank reconciliation, cashier, and end-user training. I have served as lead project manager on multiple Epicor implementation projects, taking ownership of the full lifecycle from configuration and testing through go-live training and post go-live stabilization. This includes complete project management delivery, from project charters and implementation plans to status reports, risk logs, change orders, and all supporting documentation and artifacts required throughout the engagement. Training client teams is a core part of what I do; I have worked with large teams across different organizational levels to build confidence in the system and embed it into their actual workflows, not just hand them a manual and walk away. I work remotely and I'm also willing to travel regionally and internationally when the job or project requires it. Whether you need ongoing operational support, a specific project delivered, or someone to step in and bring structure to a situation that's gotten away from you, I work with small and medium sized businesses across industries and I'm happy to discuss rates that work for both of us. If what I've described sounds like what you need, I'd love to hear about what you're working on. Tools: Epicor Kinetic, Epicor 10, Jira, ClickUp, Monday, Zapier, Make, N8N, Salesforce, HubSpot, GoHighLevel, Google Workspace, Microsoft Teams, Office 365, SharePoint, Notion, Pipedream, Asana, Twilio, Customer IO, WordPress, Ringba, RingCentral, QuickBooks, QuickBooks Workforce, Hubstaff

10+ years delivering exceptional customer experiences across live chat, email, and phone for US-based clients ,remotely from Jamaica. I specialise in high-volume support environments where response time, accuracy, and tone all matter. My background covers the full CX spectrum: frontline support, customer retention, order management, quality assurance, and operations leadership. What I bring to every engagement: - Handled 100-150+ daily customer interactions while maintaining 95%+ CSAT - Managed customer retention for e-commerce clients via Shopify-based pipelines, recovering cancelled orders and resolving fulfilment issues before escalation - Led quality assurance for a global contact centre, monitoring agent performance and building SLA-aligned scorecards - Progressed from frontline agent to Operations Manager over 6 years at a contact centre — entirely through performance Tools I work in daily: Zendesk (Certified) | HubSpot | Freshdesk | GoHighLevel | Shopify | Mojo Dialer | Slack | Asana | Trello | Google Workspace I work independently, communicate clearly, and take ownership of outcomes. If your customers need to feel heard, helped, and valued I can make that happen. Available for an interview.

I build the systems and automations that turn customer support from a cost center into a revenue engine - scaling teams, retention, and quality without scaling headcount. Most companies treat customer support as a cost to manage. The teams I build treat it as the most underused revenue lever in the business. I'm a native English-speaking Customer Experience and Operations leader with 13+ years scaling support, success, and quality programs for high-growth DTC, SaaS, and e-commerce brands - including a post-Shark Tank supplement company where I scaled the CX team from 5 agents to 30 while ticket volume exploded overnight. I lead from the front, by example. I don't run a team from a dashboard. I sit in the queue with my agents, learn the product like a customer, and coach in real time. Every system I build is rooted in two non-negotiables: brand protection and customer ROI. What I actually do for clients: → Build QA programs from scratch - scorecards, calibration sessions, and hourly ticket review systems that catch mistakes before they become churn. → Train and coach support teams - using a three-layer model (knowledge, skill, judgment) that turns average agents into top performers within 60 days. I coach to personality type, not a template - because the way you develop a fast-and-shallow agent is different from how you develop a careful-but-slow one. → Design retention and save-rate systems - frameworks that recover cancellations, increase LTV, and turn support interactions into upsell and cross-sell opportunities without feeling pushy. → Automate the repetitive so your team can do the irreplaceable - AI-powered triage, smart macros, sentiment-based ticket routing, auto-tagging, AI-assisted QA scoring, and workflow automations that let lean teams handle enterprise-level volume. → Document SOPs and operations playbooks - living docs that scale with your team so you're not the bottleneck. Stack: CX Platforms: Zendesk, Intercom, Gorgias, Freshdesk, Help Scout E-Commerce & Subscription: Shopify, ShipStation, Recharge, Bold Subscriptions, Stay AI CRM & Success: HubSpot, Salesforce, ChurnZero QA & Coaching: MaestroQA, Zendesk QA (Klaus), Loom AI & Automation: Claude, ChatGPT, Zendesk AI Agents, Ada, Intercom Fin, Zapier, Make, n8n Knowledge & SOPs: Notion, ClickUp, Guru, Gamma Analytics: Looker, Mixpanel, Zendesk Explore I work best with founder-led brands and operators who are at the growth stage where customer experience is starting to make or break retention - and who want a senior operator who can come in, audit, build, and hand back working systems. If that sounds like where you are, send me a message with what you're working on. I'll tell you honestly whether I'm the right fit before either of us spends time on a call.

Need a reliable developer to build or improve a Mobile/Web app + Backend APIs with clean delivery and clear communication? I’m a software engineer and former Chief Software Architect of a market research firm with experience leading builds from idea to production, including mobile apps, web systems, and API/microservices integration. What I can do for you: - Mobile app development (Android/iOS) and feature delivery - Web app + Backend development (REST APIs, integrations, databases) - System design guidance (architecture, technical direction, implementation planning) - QA-minded delivery (testing, edge cases, release readiness, UX) How I work: clear milestones, frequent updates, and practical solutions that fit your timeline and budget. If you share what you’re building (or what’s broken), I’ll suggest the fastest path to a stable result.