I'm an Operations and Customer Success Support Specialist with 15+ years of experience helping founder-led businesses in e-commerce, SaaS, and healthcare run smoothly behind the scenes. I work best as a dependable extra pair of hands for busy owners who need someone they can hand things off to and trust it'll get done right.
E-Commerce (7+ years)
I led & support day-to-day store operations — order management, customer service, dispute and chargeback handling, and payment processing through Stripe and PayPal. I'm comfortable working across Shopify and WooCommerce, and I use tools like Klaviyo, HubSpot, and ShipStation to keep fulfillment and customer communication on track. Within Klaviyo, I've run email campaigns focused on engaging existing customers and nurturing long-term relationships — including flows that encourage referrals, upsells, and prompt happy customers to leave reviews. This work has strengthened customer loyalty and brand reputation.
SaaS (6 years)
I worked in customer service and support operations, managing tickets through Zendesk, trained and mentored customer support agents, created and updated knowledge base articles, managed Zendesk workflows and business rules, and handled escalated support ticket issues.
Healthcare (2 years)
I've focused specifically on healthcare operations and patient relations — work I find genuinely meaningful. I supported a multi-provider telehealth and in-person clinic in Australia, where I managed patient communications across live chat, phone, and email, and coordinated complex appointment scheduling across multiple providers. I handled patient inquiries about availability, fees, and requirements, and managed confidential patient documentation in compliance with healthcare standards. I worked regularly with HealthEngine, Clinic2Cloud, and LiveChat in this role.
Across all areas, I focus on:
-Customer retention and relationship-building through targeted email campaigns
-Payment and dispute/chargeback management
-Referral and review generation strategies
-Multi-provider appointment scheduling and patient communications
-Confidential documentation handling in compliance with healthcare standards
-SOP documentation so processes are clear and repeatable
-CRM administration and inbox/ticket management
-Reputation management (including Trustpilot)
-Training, mentoring, and process improvement
Tools I use regularly: Shopify, WooCommerce, Stripe, PayPal, Klaviyo, ShipStation, HubSpot, Zendesk, Freshdesk, HealthEngine, Clinic2Cloud, LiveChat, Slack, Asana, ClickUp, RingCentral, Canva, Google Workspace, and AI Tools
Available Monday–Saturday, 20–40 hours per week.
I work best independently — give me clear direction and I'll run with it. I take feedback well, ask clarifying questions when needed, and stay committed to learning how you want things done rather than imposing my own approach. I'm easy to work with, collaborative when it matters, and genuinely invested in supporting your business's success.
If you need someone reliable to own projects and take significant things off your plate with minimal hand-holding, I'd love to chat about how I can support your business. Let's connect!
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