Customer Operations & Client Success Specialist

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Native

Professional Summary

Hi! I’m Erica, a remote operations and customer support professional with over 10 years of experience helping businesses manage client relationships, streamline workflows, and protect against risk.

Most recently, I worked fully remotely for an Australian pet insurance company (PetsOnMe AU), handling lead outreach, partner onboarding, policy inquiries, and inbox support. Before that, I worked as a Fraud and Claims Analyst at Wells Fargo, and spent over seven years at Straive progressing from Representative to Team Leader and Language Coach.

I'm comfortable handling phone and email support, managing escalations, reviewing high-risk transactions, and keeping detailed CRM records. I have a dedicated home office with reliable fiber internet and am ready to jump in right away.

Skills & Experience

Skills

Customer service 10+ Years

Coaching 2-5 Years

Leadership 2-5 Years

Onboarding 1-2 Years

Risk Mitigation and Real-Time Problem Solving 6 Months to 1 Year

Accounting > Financial Accounting > Analysis 2-5 Years

quality 5-10 Years

Team Leadership 5-10 Years

LMS 5-10 Years

Communication 10+ Years

English 10+ Years

Marketing > Content Creation > Research 2-5 Years

- Customer Service 10+ Years

Coaching & Training 5-10 Years

Tagalog 10+ Years

Experience highlights

Breeder Partnership Coordinator

PetsOnMe AU · AUG/2025 – Present

Cold outreach to breeders, converting leads into partners. Managed documentation, payout queries, customer support tickets, and policy-related questions.

Fraud and Claims Analyst

Wells Fargo · FEB/2023 – Present

Identified opportunities to improve customer experience and mitigate risks through effective authentication and fraud prevention.

Language Coach

Straive · January/2020 – Present

Facilitated pre-vendor training on communication etiquette, created training materials, led focus groups, and conducted 1-on-1 coaching sessions.

Team Leader

Straive · January/2018 – Present

Led weekly client calls, monitored team progress, handled quality disputes, delegated cases, coached 3-4 agents daily, and managed administrative tasks.

Floor Support

Straive · January/2017 – Present

Supported team members on complex calls and supervisory calls, addressing inquiries to improve customer service.

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