Chloe B.

I build, manage, and improve customer service departments for growing businesses. With over 12 years of experience in Customer Experience and Operations Management, I help businesses create customer service departments that are organized, efficient, and genuinely enjoyable to work in. I love bringing structure to busy operations, helping teams find their footing, and creating an environment where both employees and customers feel supported. Over the years, I've built multiple customer service departments from the ground up, scaled teams to 30+ agents, and joined existing teams to improve performance, accountability, and service quality. My work has included reducing first-response times from weeks to hours and establishing reliable, round-the-clock support. **What I Bring to Your Business** 🔹 **Customer Service & Operations Management** Hands-on leadership of daily support operations, including team oversight, escalations, accountability, and coordination across departments. 🔹 **Team Leadership & Development** Hiring, onboarding, coaching, and managing remote teams while creating a healthy, supportive work environment. I believe people do their best work when they have clear expectations, the right tools, and a manager who genuinely supports their success. This approach has helped me build engaged teams and reduce employee turnover. 🔹 **Quality Assurance & Performance Management** Developing QA programs, monitoring KPIs and SLAs, reviewing customer interactions, and finding practical ways to improve service quality and consistency. 🔹 **Process Improvement & SOP Development** Creating clear workflows, escalation procedures, training materials, and SOPs that make everyone's day-to-day work easier and more efficient. **My Approach** Every business is different, and I believe the best improvements start with understanding the people, processes, and challenges already in place. I take the time to learn how a department operates, what's working well, and where a little more structure or support could make a meaningful difference. Sometimes that means rebuilding processes from the ground up; other times, it's making thoughtful adjustments that help an existing team thrive. I'm a hands-on, people-first leader who values open communication, mutual respect, and a healthy balance between accountability and encouragement. I want employees to feel confident in their work, customers to feel genuinely cared for, and business owners to know their support operations are in good hands. Whether you're building a customer service department for the first time or looking to strengthen an existing one, I'd love to hear about your business and what you're hoping to accomplish. ------------------------------------------------------------------------------------------------------------------------ **Featured on Upwork website to represent the customer service category** ** Featured in the "10 Upwork Profile Examples That Will Help You Get Clients" article ** ** Featured on Upwork's LinkedIn, Facebook, and Instagram accounts ** **Featured on Upwork "Upwork Unveils Top 10 Most In-Demand Skills for Technology, Marketing, and Customer Service Independent Talent in 2022"** **Featured on Yahoo Finance - link in LinkedIn profile** **Featured speaker in CXCollective in the Zone - link in LinkedIn profile** **Featured in 11 Upwork Profile Examples for Freelance Beginners**