Jeremiah Nails
RealManage
Tampa,FL
1
Certification
9
years of professional experience
Operations Employee Support Specialist (Remote) managing high-volume employee and customer inquiries across phone, email, Slack, and ticketing systems. Resolves escalated issues, coordinates time-sensitive status changes and approvals, and maintains accurate documentation and case notes across multiple systems. Supports leadership and cross-functional teams with clear updates, confidential handling, and process improvements that strengthen workflow efficiency.
Work History
Operations Employee Support Specialist (Remote)
4 Years 2 Months- Managed high-volume inbound communications through phone, email, Slack, and internal ticketing systems while maintaining exceptional response times and customer service.
- Served as the first point of contact for employee and customer concerns, resolving escalated issues and coordinating with cross-functional teams to ensure timely resolution.
- Coordinated time-sensitive operational requests, status changes, approvals, and administrative follow-up while ensuring accuracy and compliance with company policies.
- Maintained detailed documentation, account updates, case notes, and operational records across multiple systems to support business continuity and regulatory compliance.
- Communicated critical updates to leadership, internal departments, and external stakeholders, ensuring clear, timely, and professional communication.
- Reviewed requests, documentation, and supporting records to facilitate efficient workflow execution and timely task completion.
- Handled confidential employee and business information with professionalism, discretion, and attention to detail.
- Monitored operational requests from intake through completion, following up on outstanding items to ensure service expectations were met.
- Identified recurring operational challenges, escalated trends to leadership, and recommended process improvements that increased workflow efficiency and customer satisfaction.
- Successfully balanced multiple competing priorities in a fast-paced environment while maintaining professionalism, empathy, and a high level of customer service during urgent situations.
Client Services (Hybrid)
3 Years 4 Months- Delivered exceptional customer service while supporting daily operational and administrative functions.
- Coordinated scheduling, communication workflows, documentation, and data management to ensure efficient operations.
- Responded to high-volume client inquiries, resolved concerns, and communicated updates clearly and professionally.
- Collaborated across departments to ensure timely completion of operational tasks and service requests.
- Maintained accurate databases, reports, and client records while ensuring data integrity.
- Supported leadership with reporting, administrative projects, and operational follow-up.
- Built strong relationships with clients through responsive communication, problem-solving, and professionalism.
- Adapted quickly to changing priorities while consistently meeting deadlines in a fast-paced environment.
Membership Coordinator
1 Year 10 Months- Delivered responsive support through email and telephone channels while maintaining a professional and client-focused tone.
- Resolved routine account, service, scheduling, and order-related questions and escalated complex matters with complete supporting documentation.
- Processed account updates, entered service information, corrected inaccurate records, and maintained detailed interaction notes.
- Managed multiple active requests simultaneously while prioritizing urgent needs and meeting established response expectations.
- Followed up on unresolved matters to ensure clients received clear answers and documented outcomes.
- Assisted new customers with account setup, system navigation, and understanding available services and processes.
- Used Microsoft Outlook to manage correspondence, organize follow-up activity, and maintain timely communication.
- Used Microsoft Word and Adobe Acrobat to prepare, review, organize, and distribute business documents and PDF files.
- Demonstrated sound judgment when working with confidential or sensitive information.
Education
Bachelor of Arts - Business Administration And Management
Skills
Customer Service & Client Support
Task Management
Operations Coordination
High-Volume Call Management
Scheduling Coordination
Workflow Coordination
Escalation Resolution
CRM Systems
Ticketing Systems
Slack
Microsoft Teams
Google Workspace
Microsoft Office Suite
Documentation & Compliance
Cross-Functional Communication
Data Entry & Recordkeeping
Time Management
Task Prioritization
Process Improvement
Remote Collaboration
Confidential Information Handling
Accomplishments
- 7+ years of experience in operations, customer service, and administrative support.
- Trusted to resolve escalated employee and customer concerns while maintaining professionalism and empathy.
- Supported high-volume operations through phone, email, Slack, and ticketing systems in fast-paced environments.
- Recognized for maintaining accurate documentation, ensuring compliance, and following through on time-sensitive requests.
- Successfully managed competing priorities while delivering responsive, client-focused service.
Certification
- Microsoft Office Specialist (MOS): Word Associate
- Microsoft Office Specialist (MOS): Excel Associate
- Microsoft Office Specialist (MOS): Outlook Certification
- Microsoft Office Specialist: Office 365 Fundamentals
- Google Workspace Certification
Timeline
Operations Employee Support Specialist (Remote)
RealManage
06.2022 - CurrentRead More
Client Services (Hybrid)
Folio Management
02.2019 - 06.2022Read More
Membership Coordinator
Tampa Metropolitan YMCA
04.2017 - 02.2019Read More
East Bay
Bachelor of Arts from Business Administration And Management
Read More