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Driving Scalable Systems, Process Excellence & High-Efficiency Teams | AI Integration • Workflow Optimization • Digital Transformation

Professional Summary

Dynamic Customer Success and Operations Leader with 8+ years of cross-industry experience across e-commerce, real estate operations, and global support teams. Proven track record of optimizing workflows, integrating AI/automation, and scaling high-performance teams. Deep expertise in Shopify operations, CRM strategy, onboarding and retention programs, and data-driven decision-making. Skilled in translating business goals into scalable processes, driving adoption, and elevating client satisfaction and revenue.

Core Competencies

Professional Experience

Operations Generalist & Interim Team Lead

Ethos Support (Remote) 07/2023 – 08/2025
  • Directed day-to-day operations across support, CS, and back-office functions to maintain SLA, quality, and throughput.
  • Led transition period with weekly OKRs, clarified RACI, and standardized handoffs; improved on-time task completion by 22%.
  • Rolled out operating cadences (standups, retros, QBRs), increasing visibility and reducing blockers by 30%.
  • Introduced automation for ticket routing and status updates; decreased manual follow-ups by 40%.
  • Created SOPs, playbooks, and intake forms; reduced onboarding time for new hires by 25%.
  • Tools: Asana, Slack, Zendesk, Gorgias, Google Workspace, Zapier.

Maintenance Coordinator Assistant

E & G Real Estate Services (Arizona, USA) 07/2019 – 08/2025
  • Managed work orders, vendor communications, and technician schedules; improved job completion within SLA from 78% to 92%.
  • Implemented dashboards for repair timelines and costs; reduced average resolution time by 18%.
  • Supported invoicing, inventory control, and compliance documentation with audit-ready processes.
  • Collaborated with property managers to prioritize urgent requests and minimize repeat issues.
  • Tools: Microsoft Office/Excel, Google Drive, Power Automate, Slack.

Customer Success Manager

Freelance (Remote) 06/2021 – 06/2024
  • Owned onboarding and success plans for SMB/Startup clients; increased product adoption and reduced churn.
  • Built CS playbooks (touchpoints, health scoring, QBR templates) that improved NPS by 10–15 points.
  • Analyzed usage/performance metrics to identify upsell opportunities; contributed to 8–12% revenue lift.
  • Led escalation management and root-cause analyses to resolve issues within 24–48 hours.
  • Tools: HubSpot, Salesforce, Intercom, Zendesk, Google Analytics, Excel.

Administrative Assistant

Upwork (Remote) 07/2015 – 12/2023
  • Provided virtual administrative support: calendars, document management, research, and communications.
  • Standardized file systems and templates; reduced turnaround times by 20%.
  • Maintained high satisfaction and repeat engagements through reliable delivery.
  • Tools: Google Workspace, Microsoft Office, Trello, Asana.

E-commerce & Customer Support Roles

Various Positions (Remote) 2016 – 2021
  • Managed Shopify and multi-platform stores: catalog, listings, merchandising, and promotions.
  • Optimized order fulfillment and inventory tracking; reduced support backlog and refund rates.
  • Built customer service SOPs and macros; improved first-response times and CSAT.
  • Tools: Shopify, WooCommerce, BigCommerce, Magento, Gorgias, Zendesk, Klaviyo.

Education

Certifications

Skills

Operations & Process

Customer Success & Account Management

E-commerce Management

Leadership & Collaboration

Technical & Analytical

Tools & Technologies

Selected Achievements

Keywords (ATS)

Operations Manager, Customer Success Manager, Automation, AI Integration, Process Improvement, Workflow Optimization, Shopify, E-commerce, CRM, Gorgias, Zendesk, Salesforce, HubSpot, Intercom, Trello, Asana, Monday.com, Jira, ClickUp, Google Analytics, Power BI, Tableau, Excel, Data-driven, SOP, OKR, KPI, Retention, Onboarding, Upsell, CSAT, NPS, Team Lead, Change Management, Digital Transformation.