Kelsey M.

Customer Experience Manager | Operations & Executive Support

I’m a highly organized, proactive operator with a strong focus on customer experience and operational efficiency. I help businesses create structured, scalable support systems so teams can deliver consistent, high-quality service without the chaos. My approach is systems-first. I focus on building clear workflows, communication standards, and support processes that allow teams to operate smoothly, respond quickly, and grow without breaking under pressure. I bring hands-on experience managing inboxes, customer interactions, and internal communications alongside executive support. From handling high-volume support tickets to organizing complex calendars and priorities, I keep both customers and teams taken care of. What I do: • Manage customer support across platforms like Gorgias, email, and chat with a focus on fast, thoughtful responses • Build and optimize workflows, macros, and internal processes to improve efficiency and consistency • Support day-to-day operations including inbox management, scheduling, and follow-ups • Create documentation, SOPs, and communication templates that align with brand voice • Coordinate across teams to ensure nothing falls through the cracks This typically leads to faster response times, clearer communication, reduced friction, and a better overall customer experience. I’m comfortable working with growing teams, shifting priorities, and fast-paced environments. My toolkit includes Google Workspace, HubSpot, Slack, Zoom, Gorgias, and Aircall. Clients appreciate that I don’t just complete tasks, I anticipate needs, solve problems before they escalate, and keep things moving forward. I balance professionalism with a human, approachable touch, both internally and with customers. If you’re looking for someone who can strengthen your customer experience while keeping operations organized and scalable, I’d love to connect.