Olivia Thong
Summary
Strategic Operations and Billing professional with 18+ years of experience as an equestrian. Currently managing B2B subscription lifecycles, revenue retention, and client advocacy within a remote SaaS environment. Expert at bridging the gap between complex software systems and industry-specific operational needs. Seeking to leverage deep equestrian fluency and a high-level technical toolkit—including Salesforce and Zendesk—to drive success for the EC Pro team and its global clientele.
Overview
11
11
years of professional experience
Work History
Operations & Billing Administrator
Campsite - Camp Management Software
Remote
06.2025 - Current
- Manage the full lifecycle of B2B subscription billing, focusing on renewal accuracy, cancellation agreements, and revenue retention.
- Technical Stack: Utilize Salesforce to track sales cycles and Zendesk to provide high-level support for billing inquiries and client advocacy.
- Financial Ops: Oversee expense management and reporting using Excel and Reqlogic, ensuring data precision for a high-growth remote team.
- Systems & Collaboration: Maintain internal documentation in Confluence and facilitate cross-departmental communication via Microsoft Teams and Google Meet.
- Visual Communication: Use Canva to design internal and external engagement materials.
Executive Assistant to the Chief Executive Officer
Willoughby's Coffee & Tea
Branford
11.2023 - 06.2025
- Provided high-level administrative support to the Founder and CEO, managing the day-to-day flow of a multi-location business.
- Coordinated executive calendars and sensitive client relations, acting as a professional liaison between the CEO and external stakeholders.
- Handled research and project management tasks that required high discretion, and the ability to meet tight deadlines.
General Manager
Bravo Toast
Beverly Hills
01.2022 - 09.2023
- Launched a new cafe with founders, overseeing a team of over 10.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Participated in crafting detailed original training materials.
- Implemented operational strategies to streamline processes and reduce costs.
Assistant Program Director
Neighborhood Music School
New Haven
05.2015 - 08.2015
- Directed a summer program accommodating 120 participants, coordinating staff schedules and daily activities.
- Acted as the main liaison for families, addressing concerns and maintaining exceptional client satisfaction.
Education
Bachelor of Arts - Acting & Directing
Eastern Connecticut State University
Willimantic, CT01-2015
Skills
SaaS & Business Operations
- CRM & Client Advocacy: Salesforce, Zendesk (Daily use for B2B account management)
- Financial Administration: Subscription Billing Lifecycle, Renewal Management, Reqlogic, Excel (Data Reporting/Auditing)
- Project Management: Confluence, Google Workspace, Microsoft Teams, Slack
- Creative & Engagement: Canva (Digital asset creation and internal branding)
Equestrian Industry Knowledge
- Industry Fluency: 18 years in the Hunter/Jumper circuit; deep understanding of stable logistics, horse welfare, and trainer-client dynamics
- Operational Insight: Direct experience with lesson program structures, boarding agreements, and equestrian competition scheduling
Additional Professional Experience
Assistant Program Director | Neighborhood Music School
- Selected Summer Engagement
- Co-managed operational logistics for a large-scale program of 120 participants.
- Served as the primary liaison between administrative staff and client families, resolving scheduling conflicts and ensuring a premium service experience.
Volunteer Equestrian Coach | Special Olympics
- Facilitated adaptive riding instruction for athletes with diverse needs.
- Managed horse welfare and rider safety protocols while translating technical equestrian theory into accessible instruction.
Timeline
Operations & Billing Administrator
Campsite - Camp Management Software
06.2025 - Current
Executive Assistant to the Chief Executive Officer
Willoughby's Coffee & Tea
11.2023 - 06.2025
General Manager
Bravo Toast
01.2022 - 09.2023
Assistant Program Director
Neighborhood Music School
05.2015 - 08.2015
Bachelor of Arts - Acting & Directing
Eastern Connecticut State University