Hire the Best Service Level Management Specialists

I’m a Project Manager and Customer Success professional who helps growing businesses streamline operations, onboard clients smoothly, and deliver exceptional customer experiences. With 10+ years of experience across SaaS, digital services, and client-facing operations, I specialize in turning complex workflows into organized, scalable systems. I’ve led cross-functional teams, managed enterprise and mid-market client portfolios, built onboarding and implementation processes, and created internal playbooks that improve efficiency, retention, and communication. I thrive in roles where I bridge the gap between clients, internal teams, and technology, ensuring projects stay on track, clients feel supported, and systems run smoothly. What I do best: • Project and implementation management for SaaS and service-based businesses • Client onboarding and customer success strategy • Workflow and process optimization • CRM and system setup (HubSpot, ClickUp, Asana, Notion) • Internal documentation, SOPs, and knowledge base creation • Executive and client-facing communication • Administrative and operations support Let’s build better systems, smoother projects, and happier clients together.

I step in and run operations so founders can step out of the weeds. With 16+ years across Operations, Project Management, and Business Development, I take full ownership of day-to-day systems, teams, and workflows — not just support them. My experience spans e-commerce, retail, marketing, call centers, and VA management, working directly with U.S.-based clients and CEOs. What I bring: — SOPs, onboarding materials, and QA processes built from scratch — VA and team leadership across U.S. and Philippines-based teams — KPI/KPR tracking across multiple industries and business types — Client relations, training, and team onboarding end-to-end — Project systems that keep everything moving without chasing — Lean Six Sigma discipline applied to real small business chaos Earlier roles in Social Media Management, Business Development, and executive VA work give me a rare 360° view of how businesses operate — so I don't just fix one part, I see how everything connects. If you're a founder running multiple businesses and need someone to take the wheel on operations — not just assist — that's exactly what I do.

Most businesses don't struggle because they lack help. They struggle because operations are disorganised, clients don't get the attention they need, and tasks fall through the cracks. That is where I come in. I am a Top-Rated Virtual Assistant with over five years of experience supporting founders, executives, and growing teams across operations, customer success, onboarding, and administrative management. I bring structure to messy workflows, consistency to client communication, and reliability to every task I take on. WHAT I HELP WITH Virtual Assistance and Admin Support • Inbox and calendar management • Document and file organisation • Task tracking and follow-ups • Day-to-day coordination and correspondence Operations Support • Workflow organisation and process coordination • SOP creation and process documentation • KPI tracking and reporting • Tool setup and management across platforms Customer Success, Onboarding and Account Management • Owning the full post-sale customer lifecycle • Running intro calls to understand client goals post-sale • Managing all day-to-day client communication • Monitoring account health and resolving issues early • Keeping clients happy, engaged, and retained • Identifying upsell and cross-sell opportunities • Translating client needs to internal teams • Tracking key metrics and gathering regular reports • Coordinating introductions and scheduling meetings TOOLS I WORK WITH HubSpot, GoHighLevel, Dubsado, Zendesk, Intercom, ClickUp, Asana, Notion, Trello, Airtable, Jira Google Workspace, Slack, Zoom, Zapier HOW I WORK I focus on structure, clarity, and follow-through. Whether I am managing an executive's inbox, onboarding a new client, or keeping operations running behind the scenes, my goal is always the same: make sure everything stays visible, organised, and moving forward without you having to chase it. WHY CLIENTS WORK WITH ME 100% Job Success Score. Top Rated. Over 40 completed contracts across SaaS, e-commerce, and service-based businesses. Clients consistently describe me as reliable, clear, detail-oriented, and accountable for outcomes. If you need someone who takes ownership, stays proactive, and gets things done without constant oversight, let's talk.

I approach every task with a deep sense of passion, a quality that resonates in my performance. Over the course of 8 years, I have honed my skills in customer service and technical support, both verbal and written, establishing a solid foundation in these domains. Each assignment is not merely a task but an opportunity for personal and professional growth, serving as a stepping stone towards my overarching goals while contributing to the success of those around me. My adeptness at multitasking is complemented by a profound respect for deadlines, underscoring my commitment to punctuality and efficient task completion. With a proven track record of 8 years as a help desk technician and in various customer support roles, I possess a high level of tech-savviness. My expertise spans MS Office 365, Azure, Active Directory, VMs, O365 Administration, server management (file server, SQL, backup, Remote desktop, and domain controller), VPN, RDP, RDS, Citrix ShareFile, Dropbox, Cisco VPN, Barracuda, workstation setup, profile and account management, license administration, and more. My comprehensive understanding of computer systems, mobile devices, and various tech products empowers me to diagnose and resolve a spectrum of technical issues, from basic to complex. A customer-oriented and composed individual, I am adept at effective communication. My proficiency extends to the use of Solarwinds RMM, Bomgar, and TeamViewer. Additionally, I am well-acquainted with Datto RMM, PassPortal, and Autotask, having utilized these tools extensively in my previous role at an MSP company. I am well-prepared to assume new responsibilities promptly and am eager to discuss how I can meet your specific needs. Thank you for visiting my profile. I look forward to the opportunity to speak with you further.

I am a seasoned Operations Manager with over 20 years of expertise in Customer Support, Client Relations, and Client Onboarding. I specialize in driving process and KPI improvements, designing efficient workflows in platforms like HubSpot and ActiveCampaign, and optimizing operations for maximum impact. My approach is solutions-focused and data-driven, ensuring every initiative delivers measurable results and elevates client satisfaction. I’m here to streamline your processes and support your business growth through proven strategies and industry insights.

When your clients churn, your onboarding stalls, or your CRM is held together with workarounds — those are the problems I've spent 18 years fixing. I work with SaaS companies, fintech platforms, and growing businesses that need someone who can own the full client lifecycle. Onboarding, CRM setup, workflow automation, technical support, retention, renewals, and everything in between. Not as a generalist — as someone who has done all of it deeply, across real companies, for nearly two decades. At Bluroot, I onboard mortgage brokers and financial advisors onto a Zoho CRM-powered platform. I configure integrations, build workflow automations, set up triggers and scheduled actions, and stay with each client until the system actually fits their business. I don't hand over a manual and disappear. I stay until adoption is real. Before that, I spent five years as a Technical Support Analyst and Team Supervisor for Microsoft OneDrive and Office 365 at the enterprise level. I managed escalations, led root cause analysis, wrote KPI reports tracking CSAT and NPS, and implemented process changes that cut resolution time by 20 percent. I know what a broken support system looks like from the inside and I know how to fix it. At Manulife and John Hancock, I managed 150 or more corporate 401(k) plans for US-based clients inside a strict compliance environment. That trained me to handle high-stakes client relationships and sensitive conversations with precision that most customer success roles never require. I've also built and managed communities from scratch for three Web3 projects across Discord, Telegram, Twitter, and Reddit — handling pre-launch campaigns, live minting events, AMA moderation, and post-launch retention. I know how to build trust at scale. What you get when you work with me: clear communication, thorough documentation, consistent follow-through, and someone who treats your clients like they are my own. I've supported clients across six continents. Time zones are not a problem. Accountability is non-negotiable. Quick Facts 18+ years across customer success, technical support, CRM administration, and onboarding Zoho One: CRM, Workflows, WES, BluText, Bookings, Forms, Campaigns, Social Microsoft Office 365 and OneDrive at enterprise level — 5 years Lead generation, outbound prospecting, and appointment setting — B2B and B2C Community management across Web3, SaaS, and brand communities 150+ corporate 401(k) plans managed at Manulife and John Hancock 20% improvement in ticket resolution efficiency — documented result Global client base across six continents and multiple time zones Team supervisor: scheduling, escalations, performance reviews, training Upwork Top Rated | 100% Job Success Rate Certifications: Claude AI , Google Digital Marketing & E-Commerce