Raphael

Customer Service Operations Manager | CRM Systems + Client Retention + AI Automation

Verified

Overview

Video Introduction

Looking for Full-time work (8 hours/day) at $21.85/hour ($3,846.02/month)

Educational Degree

College Graduate

Availability

Full-time

Portfolio / Website

Not specified

Top Skills

Customer SupportAccount ManagementClient Relationship Management

Last Active

March 9th, 2026 (5 months ago)

Member Since

February 28th, 2011

"I have found someone who is smart, has a great work ethic and is easy to work with."

Sara Brumfield

See More Real Results

About

Customer Service Operations Manager with 20+ years building systems that increase retention, reduce support costs, and scale efficiently.

What I Deliver:

Client portfolio management with proven 80% renewal rate across 100+ accounts
CRM system optimization (Salesforce, custom platform development)
AI automation setup (GoHighLevel, Voiceflow, Vapi.ai, Retell.ai for chatbots and voice AI)
Team training and onboarding programs (100+ agents onboarded with improved retention)
Multi-channel support operations (phone, email, chat, SMS)

Recent Results:

Drove 4,200 monthly lead orders during critical expansion period, preventing company layoffs
Built custom CRM platform replacing $50K+ annual software costs
Maintained 80% monthly client renewal rate managing portfolio of 100+ dealership clients
Onboarded 100+ agents on proprietary CRM with structured nesting programs

Core Strengths:

Client relationship management and retention strategies
At-risk account identification and recovery
Process documentation and SOP creation
Cross-functional team coordination
Dashboard reporting and KPI tracking

Tools & Platforms:
AI & Automation: GoHighLevel, Voiceflow, Vapi.ai, Retell.ai, Twilio
CRM: Salesforce, ACS (custom), Pipedrive
Project Management: Monday, Asana, Slack, Google Workspace
Marketing: Aweber, SMS/email campaigns
Availability: Full-time, 40 hours/week, flexible with US time zones (EST/PST experience)