Emma H.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

With over 10 years of experience in customer service, operations, and team leadership, I specialise in helping businesses streamline support processes, lead high-performing teams, and deliver exceptional customer experiences, both online and in person. I’ve built and managed customer service teams from the ground up, led remote and freelance staff across multiple time zones, and overseen support operations in fast-paced, customer-centric environments. Most recently, I led the CS team at TouchNote, where I was responsible for operational planning, team development, and driving service quality improvements. My background in events and travel operations has given me hands-on experience with logistics, problem-solving under pressure, and working with international clients. I’ve managed large-scale events across Europe, coordinated travel operations, and developed the cultural awareness to communicate effectively with diverse audiences. What I bring to every project: - 10+ years in customer support & operations - Proven experience leading remote and on-site teams - Strong communication and stakeholder management skills - Process improvement & service design expertise - Bilingual in English and Spanish I’m passionate about people, adaptable to changing needs, and committed to making a tangible impact on both customer experience and team performance. Let’s connect to see how I can support your team or business.