Rachel Q.

Hi there! I’m Rachel, a bilingual (EN/ES) Operations & Support Specialist with 4+ years of experience in SaaS, B2B tech, e-commerce, and fulfillment environments. I started in customer support and have grown into backend operations, technical onboarding, and cross-functional coordination. Today, I work closely with systems, teams, and external partners to resolve complex issues, improve workflows, and ensure operations run smoothly at scale. 🔹 Why work with me? ✅ Operations + Support Mindset I don’t just solve tickets, I understand the systems behind them. I focus on root causes, not just quick fixes. ✅ Cross-functional Execution I collaborate with Support, Onboarding, Sales, Product, Engineering, Logistics, and Finance to resolve issues, align processes, and improve overall performance. ✅ Reliable & Scalable Support Equipped with a stable setup and able to work across time zones with consistency and focus. 🔹 What I bring to the table ⚙️ SaaS Operations, Fulfillment & Logistics • End-to-end management of fulfillment operations, including order flow, production routing, and shipping configuration • Strong understanding of routing logic, printer assignment, and production workflows across regions and partners • Configuration and management of pricing structures: product-level pricing, and shipping rates • Product and catalog management: activation, visibility, option configuration, and client segmentation • Handling production interfaces, integrations, and system signals to ensure accurate order processing • Execution and validation of testing proceses for both clients and production partners • Troubleshooting operational issues related to routing, pricing, production, and system behavior • Cross-functional coordination with different teams to resolve complex cases • Backend system configuration and support for onboarding, integrations, and scalable operational setups 🚀 Onboarding & Process Improvement • End-to-end onboarding of partners/suppliers (setup, configuration, testing, go-live) • Process documentation and workflow optimization • Identifying inefficiencies and implementing scalable solutions 🌐 Technical & Customer Support • Multichannel support • Troubleshooting platform, order, and system issues • SLA-driven ticket handling, escalation management & root cause analysis 🧠 Tools Slack, Google Workspace, Office365, Jira, Trello, Salesforce (basic), CRM platforms, SaaS platforms and support tools. 🔹 Professional Highlights Cloudprinter (SaaS B2B) • Promoted to the Operations & Escalation team, handling high-impact system and fulfillment issues • Managed the onboarding of new production partners, ensuring operational readiness and system alignment • Acting as a bridge between technical teams and business operations to support scalable growth ADD SKIN (E-commerce) • Delivered end-to-end customer support and improved fulfillment coordination • Reduced response times and enhanced CX through workflow improvements If you’re looking for someone who can handle support, operations, and logistics, solve complex issues, and improve how your systems and workflows perform, I’m ready to help!