Client Success & Operations Specialist | Front Office Lead | ex-P&G

I have 8+ years of experience in email, chat, and ticket-based customer support, particularly in SaaS and B2B settings. I handle inquiries with empathy and clarity, and I’ve supported clients across APAC and North America in EST/PST shifts.

Run front office operations for a US multi-state accounting firm, fielding 90–100+ weekly client calls across five regional offices. First point of contact for clients on filings, e-signature issues, payments, and portal navigation. Skilled at de-escalating sensitive cases, including grievances, hardship requests, and disputed invoices, then routing or resolving in real time.

Skilled in managing long-term relationships with clients—proactively engaging leads, nurturing accounts, and offering upsell or retention strategies when appropriate. Known for a consultative approach that builds trust.

Extensive experience using CRMs to manage pipelines, support tickets, lead activities, and client communications. Familiar with customizing workflows, updating deal stages, and maintaining data accuracy.

Handle high volumes of client emails and portal messages weekly across different regional offices, including filing inquiries, extension requests, billing questions, and e-signature troubleshooting. Known for clear, professional written communication.

C2-level English (IELTS 8.5). Adapt tone and clarity for different audiences, including high-stakes client conversations, escalation handling, and executive reporting.

Thrive in asynchronous, globally distributed teams. Partner with 25+ internal stakeholders across tax, admin, and operations functions to keep client requests unblocked. Fluent in Slack, Notion, SharePoint, Google Workspace, Financial Cents, and TaxDome for cross-functional alignment.

Created and maintained automations using no-code tools to reduce manual work. Familiar with setting up integrations for lead routing, notifications, and customer onboarding workflows.

Provided real-time assistance via chat, balancing speed and accuracy while managing multiple concurrent conversations. Adept at using macros, canned responses, and tone-sensitive communication.

Well-versed in supporting web and mobile-based SaaS platforms, including onboarding, troubleshooting, and educating users on technical workflows. Experienced with subscription models, feature walkthroughs, and common pain points in digital product environments.

Contributed to internal wikis and public-facing help docs. Skilled in writing clear, user-friendly guides and FAQs to reduce support volume and empower users.