Lead client onboarding, support, and operational workflows for a digital services business, working directly with individuals and small businesses to implement, troubleshoot, and maintain technology and creative solutions.
• Managed end-to-end client onboarding, guiding projects from initial inquiry through completion
• Provided hands-on support for website setup, account configuration, and troubleshooting
• Simplified technical processes for non-technical clients, ensuring confidence and successful adoption
• Maintained consistent client communication, delivering a responsive and seamless experience
• Developed workflows and documentation to improve efficiency and reduce onboarding friction
• Edited and illustrated a published cookbook, supporting content development, layout, and visual design
• Assisted with distribution planning and execution, as well as marketing and promotional campaigns to support product launch
• Managed end-to-end onboarding, guiding clients from initial inquiry through project completion
• Provided hands-on support for website setup, account configuration, and ongoing troubleshooting
• Simplified technical processes for non-technical users, ensuring confidence and successful adoption
• Maintained consistent client communication and support, delivering a responsive and seamless experience
• Developed internal workflows and documentation to improve efficiency and reduce onboarding friction

Served as a senior escalation point responsible for guiding customers through complex technical and account-related challenges from initial contact through resolution. Delivered high-touch support in a fast-paced environment, ensuring clarity, continuity, and successful outcomes.
• Managed a high volume of complex cases, balancing efficiency with a strong focus on customer experience
• Guided customers through system navigation, troubleshooting, and account-related issues with clear, step-by-step support
• Translated technical and process-driven information into accessible, user-friendly guidance
• Identified and removed barriers impacting customer success, ensuring no breakdown in the support journey
• Documented detailed case activity and partnered cross-functionally with engineering and operations to resolve issues
• Contributed to process improvements through trend analysis and knowledge-sharing

Coordinated scheduling and real-time operational support for field teams, ensuring accuracy, communication, and workflow continuity.
• Managed dispatch operations, tracking, and scheduling to support daily field execution
• Maintained detailed records and system updates to ensure operational accuracy
• Acted as a central point of contact, resolving issues and facilitating communication across teams

Supported employee experience, onboarding, and business operations across a multi-service environment, with responsibility spanning hiring, training, and marketing support.
• Led hiring processes, including candidate screening, interviews, and selection
• Managed onboarding and new hire training, ensuring readiness and alignment with business expectations
• Developed and implemented employee policies, corrective actions, and performance improvement plans
• Handled disciplinary actions and terminations with professionalism and consistency
• Supported marketing and promotional efforts to increase visibility and customer engagement
• Assisted with day-to-day operations, including inventory tracking and cash management