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Detail-oriented Administrative Operations, Data Entry, and Healthcare Support professional with 3+ years of experience supporting customers, members, and business operations in remote, high-volume environments. Skilled in documentation, data entry, billing support, CRM systems, scheduling, customer service, and workflow coordination. Known for strong attention to detail, adaptability, and the ability to quickly learn new systems while maintaining accuracy and productivity. My background includes customer support, billing and account assistance, administrative coordination, healthcare navigation, benefits support, and records management. I have experience working across phone, chat, email, ticketing, and CRM platforms while handling sensitive information with professionalism and discretion. Core Areas of Expertise: • Administrative Operations & Workflow Support • Data Entry & Documentation Management • Customer Service & Member Support • Billing Support & Account Resolution • Healthcare Benefits & Navigation Support • Insurance Verification & Claims Assistance • Scheduling, Intake & Coordination • HIPAA Compliance & Secure Information Handling • CRM & Ticketing Systems • Salesforce, GoHighLevel, Microsoft Teams, Slack • Google Workspace & Microsoft Office • Chat, Email & Remote Support • Process Improvement & Quality Assurance My Experience Includes: ✔ Supporting customers and members in high-volume remote environments ✔ Managing documentation, records, and account updates with accuracy ✔ Assisting with billing inquiries, payment arrangements, and account navigation ✔ Coordinating scheduling, intake, and administrative workflows ✔ Navigating healthcare benefits, claims, and insurance-related questions ✔ Working across multiple systems while meeting productivity and quality standards ✔ Maintaining professionalism, empathy, and attention to detail in every interaction Why Clients Choose Me: ✨ Strong organizational and multitasking abilities ✨ High attention to detail and accuracy ✨ Experience with remote teams and virtual operations ✨ Quick learner who adapts easily to new systems ✨ Professional, reliable, and customer-focused ✨ Able to balance administrative efficiency with exceptional service I am particularly interested in opportunities involving: • Administrative Support • Data Entry & Data Annotation • Virtual Assistant Services • Customer & Member Support • Healthcare Operations • Patient Support & Benefits Navigation • AI Training & Research Projects • Quality Assurance & Testing • Scheduling & Coordination Whether you need help with administrative operations, customer support, data management, healthcare workflows, or project-based freelance work, I bring a dependable, detail-oriented approach focused on accuracy, efficiency, and results.

Operations Support and Workflow Reliability Specialist | Customer Support, Data Accuracy, and Daily Operations I help businesses keep their operations running smoothly by taking care of the tasks, communication, and data that support their day to day work. I have more than 10 years of experience in customer service, technical support, and administrative operations, and I focus on creating clean, consistent, and reliable workflows that make life easier for the teams I support. For the past five years, I have worked fully remote and supported clients across different time zones. I am used to handling busy inboxes, ticket systems, and ongoing operational tasks that require accuracy, structure, and steady follow through. My strength is taking recurring or messy tasks and turning them into clear, organized, repeatable processes. I have a Bachelor’s degree in Business with a focus on IT Management, an MBA, and a CompTIA Network Plus certification. This helps me understand both the technical and business sides of the work, and it allows me to support tools, systems, and data with confidence. What I can help with Managing customer support workflows through email, ticketing systems, and platforms like Zendesk Organizing and maintaining clean and accurate data in spreadsheets and internal systems Keeping inboxes and communication channels structured so nothing gets missed Standardizing recurring tasks and documentation for consistency Supporting daily operations with a focus on preventing errors and keeping things running smoothly Google Workspace and Microsoft Office support How I work I am a good fit for ongoing or part time operational roles where consistency and accuracy matter. My goal is to reduce friction in your workflow by keeping your data clean, your communication organized, and your operations predictable. This gives you more time to focus on higher level priorities without worrying about what is happening in the background. If you need someone who brings structure, clarity, and reliability to your daily operations, I can help.

Hello and welcome! I’m Kiefer Otto, a dynamic and results-driven freelancer with expertise in project management, executive assistance, operations, digital marketing, quality assurance, customer service, and video production. I specialize in helping businesses streamline operations, optimize workflows, and enhance their digital presence—all while ensuring smooth communication and collaboration. How I Can Support You: 📌 Project Management & Process Optimization -Building & maintaining project management systems (Asana, Monday.com, Airtable, etc.) -Ensuring projects run smoothly with clear deadlines & communication -Leading team meetings & streamlining collaboration -Creating & improving SOPs to enhance workflow efficiency -Analyzing & implementing process improvements to boost productivity 📌 Digital Marketing & Customer Engagement -Social media strategy & content creation (Instagram, Facebook, LinkedIn, Pinterest, TikTok) -Email marketing campaigns (Mailchimp, Flodesk, ActiveCampaign) -CRM management & customer outreach -Website updates & optimization (Squarespace, WIX) -SEO research & implementation -Paid ad campaign management (Facebook Ads, Google Ads) 📌 Executive Assistance & Operations -Inbox, phone & calendar management -Travel coordination & agenda planning -Client communication (reminders, meeting agendas, follow-ups) -Organizing tasks, responsibilities & workflows -Attending & recording meeting minutes -Managing & creating content for social media platforms 📌 Video Production & Content Creation Storyboarding & vision planning for digital content Video shooting, editing & post-production (Final Cut Pro, Logic Pro) Creating engaging promotional content for brands & businesses Publishing & optimizing videos for online platforms 📌 Customer Support & Experience -Delivering top-notch service via email, calls & ticketing systems -Enhancing customer retention through engagement strategies -CRM navigation, data tracking & reporting -Identifying and implementing cost-effective solutions to improve service delivery Why Work With Me? I thrive in collaborative environments and love helping business owners focus on their zone of genius by handling the behind-the-scenes work. My approach is proactive, strategic, and detail-oriented, ensuring every project is completed efficiently and effectively. A Bit About Me! Outside of work, I’m a music lover who enjoys concerts, dancing, and a fun night out with great food, good friends, and a killer cocktail. My favorite singer? Robyn. Want to win me over? Just be loyal, kind, and fun! If you’re looking for a dedicated professional who can bring structure, creativity, and efficiency to your business, let’s connect! I’d love to chat about how I can support your goals. Let’s make things happen!

I’m the person you call when your systems need to stay up and issues need to get handled without slowing down your operations. I provide Tier 1 IT support across Windows systems, POS environments, hardware, and user access, backed by years of customer-facing technical support. I’ve worked in environments where things can’t break. At FedEx and Amazon, I supported device-heavy workflows where downtime impacts operations immediately. At Capital One and Wells Fargo, I worked in regulated environments where accuracy, compliance, and clear processes matter. Now I support businesses remotely in live environments, handling login and access issues, supporting POS systems, resolving hardware problems, and working through tickets in platforms like NinjaOne, Zendesk, Freshdesk, HelpScout, Intercom, and Front. Core Strengths • Tier 1 IT support for users and retail environments • Troubleshooting Windows systems, POS applications, and user access • Hardware and peripheral support (printers, scanners, devices) • Clear documentation and structured ticket handling • Remote troubleshooting with step-by-step user guidance • Maintaining system functionality without disrupting operations I’m not here to just reset passwords. I’m here to keep your systems running, your users supported, and your day-to-day operations moving.

I help growing companies create customer experiences that people actually enjoy. For the last 15 years, I've worked in customer support, customer success, and operations across startups, SaaS companies, ecommerce brands, nonprofits, education, and government organizations. I've cleared 10,000+ ticket backlogs, built help centers from scratch, reduced inbound volume through self-service resources, and managed support operations handling 500+ tickets per week. I've worked with companies like Dollar Flight Club, Kind Kiosk, Recliner NYC, Chegg, TSA, and several fast-growing startups. Sometimes I'm the person leading the team. Sometimes I'm the person building the processes behind the scenes. Sometimes I'm the only support rep keeping everything running smoothly. I'm comfortable wearing any of those hats. My experience includes: • Zendesk, Freshdesk, Gorgias, Intercom, Gladly, HubSpot, and similar platforms • Building help centers, workflows, macros, reporting, and automations • Hiring, training, coaching, and supporting customer-facing teams • Managing escalations and acting as the bridge between customers, leadership, and product teams I don't need a lot of hand-holding. Give me a problem, a goal, and a team, and I'll figure out how to make things run more smoothly while keeping customers happy.

Are you looking for someone who picks up systems fast, stays accurate under pressure, and actually cares about your customers? That's me. I'm a customer service and data entry professional with 20+ years of experience across call centers, healthcare, insurance, dental, and logistics. I've led teams, handled escalations, managed quality assurance for 80+ offices, and processed high-volume data with near-zero error rates. My background spans both remote and in-person environments, so I adapt quickly and hit the ground running with minimal hand-holding. What I bring to your project: · Data entry at 83 WPM / 10,500 SPM with SAP, AS400, FocalPoint, Banctec, and Rumba · ACA Marketplace enrollment, insurance verification, and patient intake · Customer support via phone, email, and CRM — inbound and outbound · Team lead experience: coaching, QA, performance feedback, and reporting · Cross-functional collaboration with Engineering, Sales, Logistics, and Management Industries I've worked in: · Healthcare and specialty pharmacy (CVS Health) · Dental group operations (Deca Dental — 80+ offices) · Safety and trust operations (Airbnb via Sutherland Global) · Insurance and ACA Marketplace (Digital Media Solutions) · Industrial manufacturing and logistics (Interlake Mecalux — 5 years) · Hazardous waste compliance (Safety Kleen Systems) I take pride in doing things right the first time. Whether it's entering 500 records without errors, de-escalating a frustrated customer, or coaching a new agent on call quality — I show up, I follow through, and I communicate clearly every step of the way. I'm available immediately and open to both short-term projects and ongoing contracts. Let's talk about what you need.