10+ Years Customer Success | Training & QA Specialist | SaaS Support

Overview

Looking for full-time work (8 hours/day)

at $9.12/hour ($1,760.00/month)

Bachelors degree

Last Active

July 4th, 2026 (6 days ago)

Member Since

November 25th, 2019

Profile Description

Need a PRO who can hit the ground running?

- The Customer Success & Operations Unicorn
- 10+ Years of Professional Customer Success, Training & Operations Experience
- Supported Global Brands including Google, AT&T, T-Mobile, Humana, and Temu

I help businesses improve:
> Customer Experience
> Team Performance
> Operational Efficiency
> Reporting & Analytics
> Process Optimization
> Training & Enablement

Whether you're scaling a startup, optimizing support operations, or improving team performance, I bring the structure, insights, and execution needed to help your business grow


HERE'S HOW I CAN HELP YOUR BUSINESS

CUSTOMER SUPPORT AND CUSTOMER SUCCESS
Delivering professional, empathetic, and solution-focused support that improves customer satisfaction, retention, and operational performance.

> Email & Chat Support
> Technical Support
> Escalation Handling
> Ticket Management
> Customer Retention
> SaaS Support
> Client Onboarding
> Customer Experience Management

Experienced with:
> Zendesk
> Salesforce
> Freshdesk
> HubSpot
> Google Workspace
> Slack
> Zoom
> Microsoft Teams


TRAINING, ENABLEMENT & PERFORMANCE COACHING
I specialize in helping teams ramp faster, improve performance, and maintain operational excellence.

- Achieved a 98% endorsement rate from training to production
- Conducted coaching and evaluations for 1000+ employees
- Developed onboarding programs, QA frameworks, and performance improvement initiatives

> New Hire Training
> SOP & Process Documentation
> Coaching & Feedback Sessions
> Knowledge Base Creation
> Learning Materials & Presentations
> Performance Improvement Plans
> Workflow Optimization
> Team Development

Frequently used tools:
> Canva
> PowerPoint
> Google Slides
> Notion
> Loom
> Excel / Google Sheets


DATA ANALYTICS, QA, & PROCESS OPTIMIZATION
Strong background in reporting, metrics analysis, QA operations, and business process improvement. I transform operational data into actionable insights that improve efficiency, customer satisfaction, and team performance.

> KPI Tracking & Reporting
> Root Cause Analysis (RCA)
> QA Evaluations
> NPS / VOC Analysis
> Performance Analytics
> Reporting Dashboards
> Process Improvement
> Customer Experience Analysis
> Workflow Optimization
> Data Visualization & Insights

Experienced in identifying trends, performance gaps, and operational opportunities to support business growth and decision-making.


TECH-SAVVY & REMOTE-READY
Quick to adapt, highly organized, and capable of working independently in fast-paced remote environments.

Experienced with:
> Citrix
> Workday
> CRM Platforms
> Ticketing Systems
> Project Management Tools
> Remote Collaboration Software


WHY CLIENTS LIKE WORKING WITH ME?
- Strong communication skills
- Analytical and detail-oriented
- Fast learner and adaptable
- Process improvement mindset
- Leadership and coaching experience
- Reliable and results-driven
- Able to work independently or collaboratively

Whether you need support with customer success, onboarding, QA, reporting, training, or operational optimization, I’m ready to contribute from day one.

Send me a message and let’s discuss how I can support your business goals!