Elieth M.

Need someone who can step into your customer support or operations team, get organized quickly, and make sure things actually get done? I bring 17+ years of experience in customer service and operations, including 12+ years working remotely with U.S.-based companies. My background goes beyond answering customer inquiries. I’ve managed teams, handled escalations, improved processes, created SOPs, monitored KPIs, and helped keep high-volume operations running smoothly. Some of the results and experience I bring: • Reduced Average Handle Time by 80% through process improvements and team coaching • Improved First Call Resolution by 50% • Managed and coached teams of 20+ customer support professionals • Supported operations involving 100K+ independent contractors and 100+ projects • Created SOPs and documented workflows to make processes easier to follow and scale • Managed customer escalations from initial complaint through resolution and follow-up • Experience with customer support, operations, case management, and administrative coordination I'm comfortable stepping into environments where there are multiple priorities, customers need answers, processes need improvement, and the team needs someone dependable to keep things moving. I can help with: • Customer Support & Customer Success • Customer Service Management • Team Leadership & Coaching • Escalation Management • Operations & Administrative Support • SOP & Process Documentation • Workflow & Process Improvement • KPI Tracking & Performance Management • Case Management • CRM & Backoffice Operations If you're looking for someone who can take ownership, communicate clearly, stay organized, and find ways to improve how things are done, I'd be happy to discuss how I can support your team.