Client Experience & Operations Manager

Verified

$18/hr

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Outline

Looking for Full-Time work (8 hours/day) at $18/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Results-driven Client Experience & Operations Manager with extensive experience leading high-performing teams & managing complex projects.

Skills & Experience

Experience highlights

Client Experience & Operations Manager

Bova Gallery · September/2024 – /

-Managed all inbound customer inquiries across phone, email, website forms, and live chat, ensuring timely and professional responses.
-Oversaw Google Business Profile reviews, proactively requesting feedback from new clients and maintaining strong relationships to enhance brand reputation and customer retention.
-Coordinated communication between clients and production teams for new and ongoing furniture orders.
-Nurtured and followed up on sales leads to convert prospects into long-term reside

Project Manager

Spectrum Group Online · August/2021 – Present

-Managed a portfolio of 32 client accounts, ensuring clear communication of updates, deliverables, and production adjustments to internal teams.
-Strengthened client relationships through proactive communication and consistent service delivery.
-Planned projects, allocated budgets, and assigned tasks to improve workflow efficiency and resource utilization.
-Contributed to the development and implementation of Standard Operating Procedures (SOPs) to streamline operations.
-Led team training sessi

Operations Manager

Hyperion Insights · November/2020 – Present

-Partnered with the Editor-in-Chief to monitor team productivity, track KPIs, and optimize project timelines.
-Communicated departmental policies and operational updates to ensure team alignment and accountability.
-Supported executives with payroll coordination, administrative management, and cross-functional operations.
-Managed website content uploads and updates, ensuring accuracy, consistency, and timely publication.

Founder

Virtual Staff Phil · August/2019 – Present

-Developed and executed strategies for branding, marketing, and operational growth.
-Managed marketing and sales campaigns to drive lead generation and business expansion.
-Recruited and matched Virtual Assistants with client business needs across various industries.
-Coordinated training programs and resource development to ensure high service quality.
-Conducted performance evaluations and provided ongoing coaching to maintain service excellence

Customer Service Team Manager

Finty · November/2015 – Present

Customer Service Representative
-Handled inbound inquiries via live chat, email, and social media messaging platforms.
-Documented all customer interactions accurately within CRM systems.
-Maintained high response standards, ensuring timely resolution and customer satisfaction.

CS Team Manager
-Led a team of 8 customer support representatives, ensuring KPIs, CSAT scores, and attendance targets were consistently met.
-Conducted team meetings & one-on-one coaching sessions to improve performance

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