Professional Summary
Operations, Customer Success and Executive Support professional with 10+ years supporting leadership teams and client-facing operations across education, digital marketing, and financial services. I build and improve the systems that keep operations running, including SOPs, workflows, CRM hygiene (HubSpot, GHL), client onboarding, retention follow-up, and reporting. I use AI and no-code tools (ChatGPT, Claude Code, Manus) to reduce manual work. Known for clear communication, organised systems, accurate documentation, and dependable delivery.
Core Skills
Operations Management · Process Improvement · SOP Development · Quality Control · Workflow Optimisation · Reporting & Documentation · Client Onboarding · Customer Success & Retention · Account Management · Executive Assistance · Calendar & Inbox Management · Project Coordination · CRM Management & Hygiene · Email & Newsletter Campaigns · Stakeholder Communication · AI & No-Code Automation
Tools & Platforms
CRM & Marketing: HubSpot · GoHighLevel (GHL) · ----------- · Google Business Profile · MailerLite · Constant Contact
Operations & Scheduling: Teachworks · Vagaro · ClickUp · Asana
Finance & Billing: Xero · Pinch Payments
Comms: Slack · Loom · Dialpad · Twilio · Google Workspace · Microsoft Office
Design & Content: Canva · Adobe Acrobat · Loomly
AI & Automation: ChatGPT · Claude Code · Manus · OpenClaw
Professional Experience
Better Tuition Academy — Operations Manager & Student Success Strategist
Education | Dec 2024 – Jul 2026
Ran day-to-day operations for a tutoring business supporting approximately 500 families and 80 tutors, and served as the highest point of escalation for the operations team. Built SOP tools, quality-control checkers, dashboards, retention trackers, and automated follow-up systems; led process improvement across workflows and CRM hygiene; onboarded and trained new operations hires.
Webspark Media — Account Manager / Executive Assistant
Digital Marketing Agency | Oct 2023 – Oct 2025
Supported executive operations (scheduling, inbox, meeting coordination, task tracking), coordinated client onboarding workflows, maintained CRM records in HubSpot, GoHighLevel and -----------, and assisted with MailerLite and Constant Contact campaigns.
Capital One — Client Onboarding & Business Client Servicing
Financial Services | Feb 2019 – Sep 2023
Supported onboarding for business clients while handling confidential and sensitive information, served as a client liaison for partnership accounts, and maintained organised records for smooth service delivery.
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