Hire the Best Service Level Management Specialists

I’m a proactive Operations Manager and Customer Support Specialist with 5+ years of experience across compliance, performance tracking, lead generation, and structured communication. I’ve supported clients in B2B sales, SaaS outreach, technical support, and administrative virtual assistant roles, consistently delivering quality results over volume. I specialize in: CRM Optimization (Salesforce, HubSpot, Zoho) Customer Support & Technical Troubleshooting (Tier 2 support, remote collaboration tools) Admin VA Services (email/calendar management, research, reporting, Canva, Capcut) Accounting & Finance Tasks (journal entries, trial balance, spreadsheet formatting) Project & Process Improvement (Lean Six Sigma Green Belt certified, workflow automation) I thrive in remote environments aligned with international business hours, and I’m passionate about helping businesses streamline operations, improve customer experience, and achieve measurable growth. My approach is structured, empathetic, and data‑driven — ensuring every client engagement is handled with precision and care.

With over 18 years of experience in Customer Experience and Operations (since 2007), I bring structure, leadership, and accountability to every team I work with. As a native English speaker with a clear, neutral accent, I’ve successfully supported clients across the US, UK, and globally. Clear communication, whether with customers, executives, or cross-functional teams, is one of my strongest assets. Since 2015, I’ve worked in roles including Project Manager, Customer Service Manager, Operations Lead, Virtual Assistant, and Scrum Master. As a Scrum Master, I managed and coordinated across multiple departments, including Customer Service, Sales, Tech, UI/UX, Backend Development, and Operations, ensuring alignment, clear priorities, timely delivery, and accountability. I led stand-ups, sprint planning, workflow tracking, and cross-team collaboration to keep projects moving efficiently and remove blockers before they became problems. Beyond agile project leadership, I’ve overseen: • Customer Service and Sales operations • Order processing, refunds, exchanges, and escalations • Performance tracking and reporting • Workflow creation and SOP implementation • Team coaching and performance management • Cross-department coordination I don’t just complete tasks, I build systems, improve processes, and create clarity where there is chaos. Customer support and operational management are second nature to me. What I focus on is understanding your business model, your goals, and your growth plan so I can integrate seamlessly and contribute long-term. I’m proactive, solution-oriented, and independent. If I don’t know something, I learn it quickly. I take initiative, research thoroughly, and communicate clearly when alignment is needed. My goal is simple: To reduce operational stress, improve efficiency, and help your business scale with structure and confidence. Hiring the right person is an investment, I take that responsibility seriously. I show up accountable, consistent, and committed to delivering measurable value. Please feel free to review my Upwork history and feedback, which reflect long-term client relationships and reliable results. I look forward to connecting and becoming a valuable part of your team.

I specialise in SaaS implementation and customer success, bringing 16 years of diverse experience in customer service roles, both face-to-face and remote. I have a proven track record of onboarding clients and leading implementation projects, ensuring seamless integration and satisfaction. My expertise in Microsoft Office applications, experience with CRM platforms and project management software, allows me to manage tasks efficiently. After five years of remote work in Australia, I am excited to explore new opportunities that leverage my skills in a global context. If you need a results-oriented professional to help your business thrive, let’s connect and discuss how I can add value to your team.

I help businesses improve customer retention, streamline operations, optimize CRM systems, and create scalable processes that support growth. With 20+ years of experience in customer success, operations, healthcare, and telehealth, I specialize in turning inefficient workflows into organized, measurable systems. Over the years, I’ve worked on improving customer experiences, organizing workflows, resolving complex issues, and keeping systems running smoothly and efficiently. I’m comfortable analyzing processes, improving CRM performance, maintaining accurate data, and helping teams work more productively. I also have experience training and supporting customer service teams by creating clear processes, improving communication, and helping teams deliver better customer experiences consistently. I enjoy working in fast-paced remote environments and adapt quickly to new tools, systems, and workflows. Whether it’s CRM management, customer support, workflow organization, or process improvement, I focus on creating practical solutions that save time, reduce inefficiencies, and support business growth. ⭐How Can I Help? • CRM Audits & Optimization (HubSpot, GHL, Zendesk) • Customer Success Process Development • SOP Creation & Documentation • Telehealth Operations & Intake Workflows • AI-Powered Lead Follow-Up Systems • Patient & Client Journey Mapping • Customer Retention Programs • Team Training & Process Implementation • EMR Migration & Workflow Design Core Skills & Tools: CRM & Systems Optimization: HubSpot • GoHighLevel • Zendesk • IntakeQ (EMR setup, forms, templates) • Launch27 Customer Service & Team Development: Team Training • SOP Creation & Documentation • Process Improvement • Customer Journey Mapping • Issue Resolution • Account Management Communication & Collaboration: Zoom • Slack • Microsoft Teams • Intercom • Klara (HIPAA-compliant) • GoToMeeting • Tawk.to Marketing & Content Tools: WordPress • Canva • Social Media Management • Ad Creation • Marketing Automation • Sales Message Administrative & Productivity Tools: Medical/Telehealth •Tebra •IntakeQ (Assisted in complete patient migration and setup for 10,000 patients) Telehealth Management •Advanced Glp-knowledge and patient guidance • Knowledgable in peptides and Hormones replacement therapy

Top Rated Plus on Upwork with 100% Job Success Score, 38,000+ hours, and 84 completed projects, I help businesses improve customer experience, streamline operations, manage projects and teams, and build efficient processes—with AI integrated into the way I work. My work spans customer success, operations, and CRM management for SaaS, eCommerce, education, and service-based businesses — with a particular focus on client retention, dispute resolution, and building systems that keep teams and processes running smoothly without constant oversights. Core Expertise: Customer Success & Retention | Customer Support Operations | Client Onboarding | Community Management | Sales & Lead Management | Dispute Resolution & Retention | Operations Management | Project Management | Team Management | Client Communication | Process Improvement | SOP Development | CRM Management | Workflow Design | Business Coordination | eCommerce Operations Tools & Platforms: CRM, Sales & Customer Management: GoHighLevel, Close CRM, TimelinesAI, Salesforce Project & Team Management: Asana, ClickUp, Slack AI & Automation: Claude, ChatGPT, Zapier, Make, n8n Community & Digital Platforms: SKOOL, WHOP eCommerce: Amazon Seller Central, Keepa, Helium 10, Shopify, Thrivecart Outreach & Email: HubSpot (campaigns), Instantly (cold email), MailerLite, Kit (ConvertKit) Office & Docs: Notion, Canva, Outlook, OneDrive, basic WordPress admin Accounting: Xero AI & Automation: I treat AI and automation as practical tools, not buzzwords — using them to improve communication, streamline repetitive tasks, and keep processes and documentation clear and current

Most customer support agents wait for instructions; I don’t. I ask questions. I share feedback and propose changes. With 10+ years in customer service and sales, I’ve evolved into a Client Success and Operations support specialist who goes beyond handling tickets. In my recent work, I didn’t just support customers. I: ✔ Identified workflow gaps and suggested improvements ✔ Took on reporting and data tracking responsibilities ✔ Assisted in SEO-related tasks to support growth ✔ Proactively executed ideas—even before being asked I thrive in environments where I can take ownership, improve systems, and contribute beyond my role. Here’s what you can expect when working with me: • Reliable and professional customer support (email, chat, voice) • Organized reporting and insights to support decision-making • Proactive execution and a self-starter mindset • A partner who cares about your business, not just tasks If you’re looking for someone who can support your customers AND help improve your operations, let’s talk.