Vincent A.

I’m an executive assistant and project manager who also writes SOPs and leads customer service teams, mostly for eCommerce, healthcare, property and Australian trades businesses. I’ve been in customer service for over 20 years, and in my last eCommerce role I took a Shopify brand’s customer satisfaction from single digits to over 85%. Before freelancing, I was an Operations Manager in a BPO, looking after 5 supervisors and 100 agents (Top Operations Manager in 2018 and 2019). I also have a nursing degree, which comes in handy with healthcare clients. On Upwork I’ve finished 50 contracts, all delivered on time. 🗂 Executive assistant and admin I’ve supported founders and executives in the US, Canada, Australia and the UK for over 5 years. For one association executive, I ran his inbox with a simple label system, wrote replies in his voice for him to approve, and sent him a short brief every morning and afternoon. After a few weeks he was sending my drafts with little or no changes. I also manage calendars across time zones, meetings, invoices and filing in Google Workspace and Microsoft 365. 📊 Project management I have a project management certificate and I’m used to running several projects at once. As Head of Administration for an Australian digital marketing agency, I set up project pipelines, reporting and accountability across departments in Monday and ClickUp. For a founder with seven ventures, I kept a master tracker in Notion and handed out tasks to a small team, and for an association I mapped twelve active projects against the board’s priorities. 📋 SOPs and process documentation I’ve written more than 150 SOPs across 10+ industries. I usually start by shadowing the person who does the job, or watching their screen recording, then turn it into steps anyone can follow, with screenshots and a short Loom or Scribe video. For some clients I’ve built full operations libraries, from roles and policies down to checklists and forms, including ones for medical clinics. 🛒 eCommerce customer service For a European pet apparel brand on Shopify, I led the support team and worked the front line myself. I wrote their macros, fixed how escalations were handled and looked into refund and return patterns to cut losses. Their RepSAT went from single digits to 85%+, and Trustpilot from single digits to over 50%. I’ve worked in Shopify, Gorgias and Zendesk. 👥 Customer service leadership Most of my career has been spent leading people. Besides the BPO team, I’ve built remote call center teams from scratch and run a 23-agent real estate team. I lean on QA scorecards, simple KPI dashboards and regular coaching, and I don’t shy away from the hard conversations. 🤖 AI and automation I use Claude and ChatGPT every day, but I always check what they give me. I built a client onboarding system where a web form feeds Zapier and Notion, sends the confirmation email, opens a Slack channel and sets the due date on its own. I’ve also set up an email outreach workflow with Claude, n8n and Gmail. 📈 Excel, CRM and sales admin I’m comfortable in Excel and Google Sheets, from pivot tables and VLOOKUPs to trackers with dropdowns and follow-up dates that calculate themselves. I’ve kept sales pipelines and contact records clean in HubSpot and Salesforce, and set up lead pipelines in GoHighLevel. 🏥 Healthcare staffing and home care For over 3 years I scheduled CNAs, LPNs, RNs and caregivers for healthcare staffing and home care agencies, including after-hours on-call. Call-outs, open shifts, attendance and onboarding paperwork were all part of the job, and I kept a 5-star scheduling rating the whole time. I’ve used AxisCare, CareSmartz360, WellSky and AlayaCare. 🏠 Property management I spent 4 years as a property manager and scheduler for a UK company servicing Airbnb and residential properties, looking after owners and guests, schedules and monthly owner invoicing. I’ve also written guest journey SOPs for a vacation rental business and coordinated keys, access and tenant notice with real estate agents. 🧹 Cleaning companies For cleaning companies in the UK and US, I’ve handled bookings, cleaner schedules and last-minute changes, recruiting and onboarding cleaners, and QuickBooks invoicing. Jobber, Housecall Pro and ZenMaid are all familiar. 🔨 Australian tradies I worked as an operations coordinator for a flooring business in Adelaide. Every morning I cleared the customer texts in Podium, chased jobs from quote to deposit to final payment, booked installers and sent the owner a game plan for the day. I’ve used Floorzap and ServiceM8, and set up GoHighLevel and Google Business Profiles for construction and trade businesses. 🌏 I’m available across US, UK and Australian hours, with backup power and internet. 📩 If this sounds like what you need, send me a message about your business and what you want off your plate. I usually reply within a few hours.