Christina Coates
Athens,GA
Summary
Knowledgeable operations manager with over ten years of experience in resolving customer inquiries and serving as a dependable first point of contact. Expertise in thriving within remote, part-time environments while consistently meeting service standards and providing exceptional support to a team of over 50 remote staff members. Proven ability to deliver high-quality remote customer service across multiple channels, including chat, email, phone, and digital platforms.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Graced2Do Ministries
Winder, GA, USA
09.2024 - Current
- Assist with email communications and digital outreach to members and community.
- Researching available grants and sponsorships with community stakeholders.
- Established and implemented [5] operational strategies to enhance service delivery and engagement.
Customer Support Manager
C.CoatesConsulting
Athens, GA, USA
09.2021 - Current
- Serve as the primary point of contact for [2] clients, providing professional support via phone, email, and digital channels.
- Utilize CRM systems and internal software to track customer information, inquiries, and resolutions.
- Developed [3] training programs for staff, fostering skill development and improving team performance.
- Resolve issues efficiently through strong problem-solving and communication skills.
- Conduct follow-ups to ensure customer satisfaction and successful resolution.
- Streamlined operational processes, increasing efficiency in service delivery and response times.
Operations & Administration
Northeast Georgia Black Chamber of Commerce
Athens, GA, USA
07.2022 - 10.2025
- Serve as point of contact for [8] departments, providing guidance and issue resolution.
- Oversee daily organizational operations to ensure efficient workflows and compliance with nonprofit policies.
- Established, implement, and maintain operational procedures to improve productivity and service delivery.
- Coordinate administrative functions, including scheduling, hosting Zoom, and internal communications.
Payroll & Onboarding Manager
Economic Justice Coalition
Athens, GA, USA
11.2021 - 09.2025
- Developed [3] onboarding programs to enhance new employee integration and retention.
- Managed employee records, including new hires, terminations, salary changes, and compliance documentation.
- Verified attendance, hours worked, and payroll adjustments to ensure accurate processing.
- Provided customer service support to employees regarding pay, benefits enrollment, and time-off accruals.
21 Century Budget Assistant
Clarke County Board of Education
Athens, GA, USA
05.2017 - 10.2021
- Served as a key administrative contact supporting financial operations and departmental inquiries.
- Reviewed budgets, reconciled discrepancies, and identified process improvements.
- Coordinated with vendors and internal stakeholders regarding payments and documentation.
- Assisted in preparation of annual [5] budget proposals and financial forecasts.
GaDoe Data Entry Administrator
Clarke County Board of Education
Athens, GA, USA
03.2017 - 10.2021
- Managed data entry processes to ensure accuracy and integrity of [95] student records.
- Maintain and update accurate records across multiple systems with strict attention to detail.
- Prepare clear documentation, including process flows, user instructions, and troubleshooting guides.
- Support daily operations by verifying, organizing, and managing digital data.
- Collaborate with team members to improve efficiency and meet project deadlines.
Behavior Specialist
Clarke County School District
Athens, GA, USA
10.2010 - 05.2017
- Observe and assess individual behavior patterns using data, reports, and direct observation.
- Monitor progress and adjust interventions as needed.
- Collect, track, and analyze behavioral data to measure progress.
- Set measurable behavioral goals aligned with program or organizational objectives.
- Developed and implemented [15] individualized behavior intervention plans for diverse student populations.
Education
Business Administration - Business Management
Walden University Online
Minneapolis, MN05-2015
Skills
- Chat and email support
- Time management
- Multitasking
- Customer relationship management (CRM)
- Customer service
- Productivity in a home-based environment
- CRM systems
- Accurate data entry
- Strong written communication
- Attention to detail
- Accurate chat transcripts
Certification
- Licensed Life, Accident & Health Agent - Georgia Department of Insurance
- Georgia Public Notary
- Grant Writing - The LiPav Writing Academy
Languages
English
Native or Bilingual
Timeline
Operations Manager
Graced2Do Ministries
09.2024 - Current
Operations & Administration
Northeast Georgia Black Chamber of Commerce
07.2022 - 10.2025
Payroll & Onboarding Manager
Economic Justice Coalition
11.2021 - 09.2025
Customer Support Manager
C.CoatesConsulting
09.2021 - Current
21 Century Budget Assistant
Clarke County Board of Education
05.2017 - 10.2021
GaDoe Data Entry Administrator
Clarke County Board of Education
03.2017 - 10.2021
Behavior Specialist
Clarke County School District
10.2010 - 05.2017
Business Administration - Business Management
Walden University Online
Personal Information
Title: Customer Support