Janelle Bell
New York,NY
Quote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Summary
Operations and Support Specialist with over 15 years of experience optimizing digital workflows, managing ticket queues, and delivering high-quality customer experiences across healthcare, finance, and service industries. Expert in non-phone support environments including email, chat, and CRM systems. Proven ability to reduce turnaround times, improve SLAs, and build scalable processes that enhance efficiency and service delivery. Adept at documentation, project coordination, and digital operations for remote-first teams. Seeking a remote role to leverage expertise in workflow optimization, client success, and digital support.
Overview
8
8
years of professional experience
Work History
Operations Support
Catering Coordinator
02.2023 - Current
- Manage daily operational workflows for high-volume catering services, ensuring accurate and timely order fulfillment without direct customer phone interaction.
- Coordinate order logistics, preparation schedules, and cross-team communication to maintain strict quality and delivery standards.
- Optimized workflow processes and standardized task sequences, reducing prep and turnaround time by 20%.
- Maintain comprehensive digital records, event details, and task assignments to improve operational visibility and accountability.
Client Relations Manager
Ageless Men's Health
New York, NY
07.2022 - 02.2023
- Managed client interactions via email, CRM systems, and in-person channels to improve satisfaction and support escalated concerns.
- Documented client interactions, maintained follow-up workflows, and produced service reports to support leadership decisions.
- Enhanced client retention by implementing structured digital follow-up processes and improving the clarity of support communications.
Program Manager
Vitaltalk
Remote
09.2021 - 06.2022
- Oversaw digital program operations including scheduling, resource coordination, vendor support, and workflow alignment across remote teams.
- Created SOPs, documentation templates, and operational frameworks to enhance consistency and reduce inefficiencies.
- Coordinated cross-functional communication ensuring projects stayed aligned with timelines, deliverables, and stakeholder expectations.
- Managed all email communications, reporting, and project tracking within remote collaboration systems.
Special Project Coordinator
Synchrony Bank
Remote
10.2018 - 03.2020
- Supported internal project workflows across support, servicing, and quality teams, primarily through non-phone channels (email, ticketing systems).
- Created critical documentation, service workflows, and digital reporting that reduced escalation volume and improved SLA performance.
- Assisted with daily ticket queue monitoring, task prioritization, and data reviews to keep service metrics on track.
- Collaborated with multiple departments to streamline communication and improve cross-team response times.
Education
Certificate - Client Success Program
Network Training
Skills
- Email Support
- Chat Support
- Non-Phone Support
- Ticket Queue Management
- Zendesk
- Intercom
- CRM Systems
- Ticketing Systems
- KPI Monitoring
- SLA
- CSAT
- AHT
- FCR
- Process Improvement
- Workflow Optimization
- SOP Creation
- Knowledge Base Creation
- Digital Operations
- Documentation
- Client Success
- Retention Support
- Program Coordination
- Vendor Coordination
- Cross-Functional Collaboration
- Project Support
- Reporting
- Google Workspace
- Microsoft Excel
- Looker
- AI Support Tool Familiarity
- Data Review
- Resource Coordination
- Remote Team Coordination
Websites
Personal Information
Title: Operations and Support Specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Support
Catering Coordinator
02.2023 - Current
Client Relations Manager
Ageless Men's Health
07.2022 - 02.2023
Program Manager
Vitaltalk
09.2021 - 06.2022
Special Project Coordinator
Synchrony Bank
10.2018 - 03.2020
Certificate - Client Success Program
Network Training