Ninez has a postgraduate degree in the sciences and education. She has been continuously learning new skills in interconnected industries. From her training in obtaining her academic degrees, she is a scientist who seeks solutions backed by research and driven by data. Much of which she has applied as transferrable skills in different, and in many ways, similar businesses. As a digital and adaptable nomad, she has explored the Internet of Things to the best of her reach. Molded to be multi-faceted, she has dived into several niches: education, market research, content and copywriting, academic coaching, operations, ESL, and business-building. With a multitude of titles and skills in her arsenal, she is ready to take on roles that fit her time, lifestyle, and skills.

I help clients and teams thrive by turning complex processes into smooth, reliable operations. With 3+ years in customer success, program management, and client-facing roles, I specialize in managing workflows, resolving requests efficiently, and ensuring consistency and accuracy across remote teams.

I focus on creating clarity, reducing friction, and supporting both clients and internal teams with structured processes that deliver measurable results, whether it's onboarding, documentation, or day-to-day client operations.

Results-driven client success leader with 8+ years of experience managing high-performing teams and building lasting client relationships across BPO and remote work environments. Adept at translating client feedback into actionable improvements while leading cross-functional teams with clarity and purpose.

managing client task, overseeing productions, creating action plans, and coaching individuals about the performance results.

I am an experienced Customer Success Specialist and Web Designer with a proven track record of helping businesses succeed. I specialize in client onboarding, support, and retention, with expertise in SaaS platforms, CRM tools, and website design using Squarespace and WordPress. I am passionate about delivering exceptional customer experiences and creating functional, visually appealing websites tailored to client needs. Reliable, detail-oriented, and proactive, I am committed to helping businesses grow and thrive.

Most businesses don't need more tools.

They need someone who can bring structure to the chaos.

For the past 9+ years, I've worked with U.S.-based clients across operations, client success, onboarding, training, content creation, and process improvement. My strength is building organized systems that help teams save time, improve visibility, and work more efficiently.

At EzriRx, I helped develop onboarding frameworks, training resources, documentation systems, HubSpot dashboards, tagging structures, reporting workflows, and a centralized training hub that made information easier to access and manage. I also support email communications, client onboarding, Zoom training sessions, and cross-functional initiatives that improve team operations. I also served as a Subject Matter Expert (SME) for the EzriRx Team Philippines and facilitated their refresher training sessions.

Beyond my full-time role, I actively build and manage content systems and automation projects. I've organized library of courses, digital assets, SOPs, worksheets, training materials, and educational resources using Google Workspace, Canva, Systeme io, and AI-powered workflows.

I am also an online course creator and digital content developer. I created and published a video-based training course, developed ebooks, instructional resources, worksheets, onboarding materials, and educational content designed to help people learn complex topics in a simple and practical way.

Tools I regularly use include ChatGPT, Claude, Gemini, HubSpot, Google Workspace, Slack, WordPress, Canva, -----------, ManyChat, Zapier, -----------, and other productivity and automation tools.

If you're looking for someone who can organize content, improve processes, support operations, create training materials, manage digital resources, assist with automation projects, and communicate professionally with clients and tea-----------mbers, I'd love to help.

Core Strengths:
• Operations & Process Improvement
• Knowledge Management
• Digital Asset Organization
• Course & Content Library Management
• AI-Assisted Workflows
• Workflow Automation
• Client Success & Onboarding
• Training & Documentation
• Educational Content Creation
• Social Media & Funnel Support
• Google Workspace & HubSpot
• Remote Team Collaboration

Virtual Assistant with experience in customer support, admin tasks, scheduling and data entry. Organized, reliable and easy to work with. I value clear communication and timely results. Open to full-time or part-time long-term work.

Hi! I’m Shadine, with over 5 years of BPO experience in team leadership and back-office operations. I’m skilled in email/chat support, QA evaluations, scheduling, and reporting, and I’m confident using Google Workspace, Microsoft Office, Slack, Notion, and Canva. I’m organized, detail-oriented, and proactive, ready to bring my leadership and admin skills to a remote role and help your business grow.

I’m an experienced BPO team leader with a strong background in managing people, coaching, streamlining workflows, and ensuring tasks are completed efficiently. I’m now seeking an opportunity as a virtual assistant, where I can bring my organizational skills, attention to detail, and ability to handle multiple priorities in a remote setting. I’m highly adaptable, tech-savvy, and committed to delivering reliable support to help businesses run smoothly.

Strategic Operations & Customer Success Leader 13+ Years of Experience | 95%+ Retention Specialist | SaaS & Fintech Expert Results-oriented leader with over 13 years of experience driving revenue growth and operational excellence within the SaaS and Fintech sectors.

I specialize in managing high-value Enterprise and Mid-Market portfolios, consistently maintaining a 95%+ retention rate across 100+ accounts. My approach combines a precision-oriented Nursing background with advanced technical automation to turn at-risk clients into long-term partners.

Key Performance MilestonesChurn Reduction: Successfully cut churn exposure by 25% quarter-over-quarter through the implementation of proactive health scoring and risk-tiering frameworks.

CSAT Growth: Elevated Customer Satisfaction (CSAT) scores from 78% to 92% in just two quarters by redesigning end-to-end support workflows.

Operational Efficiency: Reduced cross-functional SLA resolution times from 5 days down to 3 days, representing a significant improvement in issue resolution speed.

Merchant Success: Onboarded over 500 global enterprise merchants, achieving a 30% reduction in onboarding drop-off rates through optimized digital processes.

Workflow Optimization: Boosted team capacity by 20% and cut ticket resolution times by 28% through expert Zendesk workflow customization.

Core Technical ProficienciesCRM & Automation: Advanced user of Zoho CRM, GoHighLevel (Pipeline & Workflow Automation), and Salesforce to drive operational consistency.

Project Management: Expert in SLA/KPI ownership, capacity planning, and cross-functional leadership between Product, Sales, and Billing teams.

Strategic Growth: Skilled in delivering QBR/EBRs to C-suite stakeholders and aligning product roadmaps with client business goals to increase renewal conversions.

Professional PhilosophyI bridge the gap between technical automation and human-centric service. By utilizing tools like Jotform and Zoho, I build "smart" systems that allow teams to focus on what matters: delivering value and maintaining high-performing, high-retention partnerships.

*Excellent communication and presentation skills
*Still likes to take calls and work with the team
*Excellent morale builder and tea-----------mber
*Performs Quality audits and analysis of Key Performance Indicators
*Delivers effortless Customer experience by responding to customer inquiries via E-mail
channel in an efficient and effective manner
*Demonstrates One Team behavior through collaboration with stakeholders to achieve a
common goal
*Acts as a Subject Matter Expert by providing assistance to teammates

Results-driven customer service and operations professional with extensive experience in teamleadership, customer satisfaction, and operational management within the BPO industry. Skilled incommunication, employee development, performance management, and customer relations.Proven ability to lead high-performing teams, improve productivity, and maintain excellent servicestandards while working effectively under pressure.

I'm ----------- -----------, an experienced Executive Assistant, Operations Manager, and Customer Success Specialist. I excel in optimizing operations, enhancing customer satisfaction, and improving financial literacy.

Why Me:

1. Customer Success: Expert in managing client interactions, ensuring transparency, and fostering strong relationships.
2. Operations Management: Proven ability to revolutionize team efficiency, develop SOPs, and lead large teams.
3. Financial Services: Skilled in financial reporting, CRM management, and credit repair services.
4. Technical Proficiency: Experienced in system testing, ticket management, and technical support.
5. Training and Development: Adept at conducting comprehensive training programs and preparing successors for leadership roles.
6. Community Building: Building and managing financial focus communities, addressing financial literacy and planning.

Recent Highlights:
+Authored SOPs that significantly enhanced operational efficiency.+Expanded a team from 1 to 170 virtual assistants, establishing key performance metrics.+Overhauled CRM systems, improving functionality and client service quality.+Created and conducted training programs, ensuring seamless leadership transitions.+Developed a course for husbands to be strong family pillars, grounded in Christian theology.+Built a supportive community for husbands and fathers, focusing on financial literacy and planning.less