Chloe B.

I build, manage, and improve customer service departments for growing businesses.

With over 12 years of experience in Customer Experience and Operations Management, I help businesses create customer service departments that are organized, efficient, and genuinely enjoyable to work in. I love bringing structure to busy operations, helping teams find their footing, and creating an environment where both employees and customers feel supported.

Over the years, I've built multiple customer service departments from the ground up, scaled teams to 30+ agents, and joined existing teams to improve performance, accountability, and service quality. My work has included reducing first-response times from weeks to hours and establishing reliable, round-the-clock support.

What I Bring to Your Business

🔹 Customer Service & Operations Management
Hands-on leadership of daily support operations, including team oversight, escalations, accountability, and coordination across departments.

🔹 Team Leadership & Development
Hiring, onboarding, coaching, and managing remote teams while creating a healthy, supportive work environment. I believe people do their best work when they have clear expectations, the right tools, and a manager who genuinely supports their success. This approach has helped me build engaged teams and reduce employee turnover.

🔹 Quality Assurance & Performance Management
Developing QA programs, monitoring KPIs and SLAs, reviewing customer interactions, and finding practical ways to improve service quality and consistency.

🔹 Process Improvement & SOP Development
Creating clear workflows, escalation procedures, training materials, and SOPs that make everyone's day-to-day work easier and more efficient.

My Approach

Every business is different, and I believe the best improvements start with understanding the people, processes, and challenges already in place.

I take the time to learn how a department operates, what's working well, and where a little more structure or support could make a meaningful difference. Sometimes that means rebuilding processes from the ground up; other times, it's making thoughtful adjustments that help an existing team thrive.