Customer Support Operations
End-to-end ticket lifecycle ownership — from triage to resolution.
- Ticket handling
- Escalation management
- SLA tracking
- Inbox management
- Customer communication
- Helpdesk optimization
Available for new operations engagements
Support systems that scale. Operations that don't break.
CRM Operations · Customer Support · Workflow Automation · QA
I help startups streamline support operations, automate CRM workflows, and improve customer experience — building the systems behind exceptional service so your team can scale without chaos.
Customer-facing experience
17+ years
CSAT sustained
98%
0min
Avg. response time
from 24+ hrs
0+
Weekly inquiries
managed end-to-end
0%
Resolution rate
sustained quality
0hrs
Saved weekly
via automation
About
I build support systems that customers actually enjoy interacting with.
Reduced response time from 24+ hours to under 45 minutes
Maintained a 98% customer resolution rate
Managed 200+ weekly customer inquiries efficiently
Saved founders 8–15 hours weekly through workflow systems & automation
I'm the Customer Support & CRM Operations Specialist you need on your team.
I don't just answer tickets. I build the systems behind exceptional customer experiences. From CRM workflows and support operations to automation and process optimization, I help businesses streamline operations, reduce manual work, and improve response efficiency — before small issues become expensive problems.
I catch churn before it escalates.
I improve workflows before they break.
I create systems that scale without chaos.
With 17+ years of people-facing experience rooted in communication, conflict resolution, and de-escalation, I understand that great support is not just about solving problems — it's about making customers feel heard, valued, and confident in your business.
Core expertise
CRM OperationsCustomer Support SystemsWorkflow AutomationZendesk & FreshdeskHubSpot & PipedriveDashboard ReportingQA ProcessesSOP DocumentationSupport Operations
My goal is simple:
Engage customers. Delight customers. Turn customers into loyal advocates.
Because strong support systems don't just retain customers — they grow businesses.
Tools Stack
The operational toolkit I build with
From helpdesks to CRMs to automation platforms — fluent in the systems modern teams rely on.
Z
Zendesk
F
Freshdesk
H
HubSpot
P
Pipedrive
M
Monday.com
T
Trello
M
Make
Z
Zapier
N
Notion
A
Airtable
G
Google Workspace
J
Jira
Services
What I build for operations-led teams
CRM Operations
Clean pipelines, qualified leads, and a CRM your team actually trusts.
- Pipeline management
- CRM cleanup
- Lead qualification
- Contact organization
- Workflow systems
- Reporting visibility
Workflow Automation
Replace repetitive work with reliable, scalable automations.
- Zendesk automation
- Make workflows
- Ticket routing
- Operational automation
- Notifications
- Process optimization
Dashboard & Reporting
Real-time visibility into the metrics that drive support performance.
- KPI reporting
- CSAT tracking
- FRT monitoring
- Operational dashboards
- Team visibility
- Performance analytics
Selected Work
Systems built. Outcomes delivered.
Video Introduction
Meet Sonia
Challenge
Get to know the person behind the systems.
System Built
A walkthrough of my background in CRM operations, workflow systems, support, automation, and customer experience.
Business Outcome
A clear view of how I think about operations and the value I bring to teams.
Workflow System · Dropbox + Notion
Content Workflow for a Video Editing Firm
Challenge
Disorganized content workflow and chaotic file management across the team.
System Built
Built a Dropbox + Notion workflow system covering intake, asset organization, review, and delivery.
Business Outcome
Improved workflow visibility, collaboration, and operational efficiency across editing projects.
Operations Support · Trello
Trello Board for Operations Support
Challenge
Lack of operational visibility and structure across recurring workflows.
System Built
Trello-based operations management system with clear stages, ownership, and SLAs.
Business Outcome
Improved project visibility, accountability, and day-to-day operational organization.
Project Tracking · Monday.com
Monday.com Project & Reporting Board
Challenge
Difficulty tracking workload, progress, and reporting metrics across owners.
System Built
Monday.com operational tracking dashboard with KPIs, status, and workload views.
Business Outcome
Improved accountability and operational reporting visibility for leadership.
Customer Ops · WhatsApp + Airtable
WhatsApp + Airtable Client Orders CMS
Challenge
Customer requests scattered across WhatsApp with no structured pipeline.
System Built
WhatsApp-integrated Airtable CMS capturing requests, status, source, and ownership.
Business Outcome
Improved customer workflow visibility and operational efficiency for incoming work.
Strategy · Fashion Brand
Content Strategy & Workflow Planning
Challenge
Need for structured content planning and operational coordination.
System Built
End-to-end content strategy and workflow planning system with calendars and ownership.
Business Outcome
Improved planning structure, operational clarity, and brand coordination.
Automation · Zendesk + Make
Customer Proof-of-Fix Automation
Challenge
Manual support follow-ups and repetitive ticket communication.
System Built
Automated Zendesk + Make proof-of-fix workflow that routes tickets, sends updates, and closes loops.
Business Outcome
Reduced repetitive support tasks and improved operational efficiency for the support team.
Gallery
Additional systems & screenshots
HubSpot CRM
SOP library creation in Notion
WhatsApp Business chat
SLA configuration in Zendesk
Freshdesk set-up & optimization
Zapier + Calendly call automation
Documents & Playbooks
Process documentation & operating frameworks
SLA Process Document
Service level agreement framework defining response, resolution and escalation targets.
Standard Operating Procedure (SOP)
Step-by-step operating procedure documenting repeatable support and CRM workflows.
Customer Onboarding Instructions
End-to-end onboarding guide for activating new customers and reducing time-to-value.
Customer Success Playbook
Strategic playbook covering retention, expansion, health scoring and proactive outreach.
Certifications
Credentials backing the work
Tap any credential to view details.
Testimonials
What founders & operators say
"She works really well and handles confidential information with care. She clearly communicated with me and even suggested places of minor improvements. She went out of her way to create some graphics for my blog accounts. I really liked working with her and would definitely recommend her for VA roles."
M.H.
Upwork Client
Book a call
Need support systems that scale?
Let's build workflows that improve customer experience and reduce operational bottlenecks. 30-minute discovery call — no obligations.
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