Business Operations Consultant 
Aimee Valle
Wheeling, WV Area

November 2022 - present
independent contractor, Remote

• Performed call center answering service operations for a provider serving medical, professional, and industrial clients, including inbound calls and message relay.

• Shared best practices and protocols, third-party tools, order of business operations, workflows and processes, and hiring philosophy with a startup in the cryptocurrency space seeking advice about creating their customer support department from the ground up.
• Consulted with a Series C software platform about scaling their customer delight team
  • Shared my experience growing a large team quickly, contrasting pros and cons of hiring individual offshore contractors, direct-hire agencies, and third-party business process outsourcing companies, and highlighted my preference due to the overall savings and buy-in gained through forming interpersonal relationships working directly with individuals.
• Researched businesses that shared the company’s value proposition for a start-up business development and GTM project.
  • Prospected and onboarded 11 stores and managed their relationships, adding 900% additional supply to the marketplace platform.
  • Developed digital marketing.

• Continued to support Tophatter operationally during business wind-down as a consultant, wrapping up SaaS contracts, caring for B2C clients, and ensuring B2B customers had clear messaging through the transition.

Director Customer Experience
Tophatter, Inc.
San Francisco, CA

• Coordinated with the CEO and heads of marketing, growth & analytics, product, and engineering to make pragmatic decisions for the business, our people, and our B2B and B2C customers after logistical and global economic challenges forced us to make business changes for survival.
• Restructured the sales funnel and managed a customer success team in charge of lead development and account management while acting as the account executive and building relationships with small, medium, and enterprise-sized sellers that benefited from our sales channel.
• Vetted and onboarded 150 Shopify businesses onto our marketplace in under six months.
• Reduced redundant services, negotiated a 10% reduction in third-party contract fees, and implemented organizational and change management strategies to work across teams cohesively and remove silos.
• Introduced self-service feature for automated shopper refunds, reducing support contact intensity by 56% within four weeks
• Leading Trust & Safety, oversaw integration of Signifyd Chargeback Recovery with Braintree and PayPal, resulting in a reduction of 4 full-time employees.

Customer Support Manager
Tophatter, Inc.
San Francisco, CA

• Developed tactics for scaling the customer support team according to rapid-growth projections while maintaining key performance indicators, hiring and training a multilingual, globally distributed team of 88 people spanning 28 countries and 13 time zones with 24/7 coverage resolving an average of 284 tickets/hour while meeting email service desk SLA of one business day.
  • Agilely scaled up and down to suit business needs, supporting 312% business growth, with $300 million in gross transactional volume at its peak.

• Hired French, German, Portuguese, and Spanish translators to support four additional languages during globalization, deploying localization across four marketplace application platforms along with approximately 65 knowledge base articles and 40 saved responses in under two weeks.

• Introduced key performance indicators to measure the product: net promoter score (NPS) and contact intensity (CI), or the number of customer support tickets generated for every 1K units sold; and directly reflective of support performance: time to first response (RT) and customer satisfaction (CSAT).

• P&L awareness being crucial as a startup, maintained under 3% customer support department cost as a percent of revenue through my hiring plan, workflows, and software decisions, while the benchmark was 5%-11%.

• Increased CSAT in my first year by 30% through improved training and engagement, and reduced average time-to-response by 93%, maintaining an average email response time of 18.85 hours across 356 weeks, averaging five hours or less for 181 weeks.
• Coordinated with the team and engineering on the complete migration of our help desk, Desk.com, to Help Scout, within 30 days, while maintaining service levels.

Customer Support Representative
Tophatter, Inc.
Palo Alto, CA

• Took on the pioneering role of the company's first dedicated customer support representative, going beyond standard responsibilities to accommodate the rapid growth of the business.
• Collaborated closely with founders to grasp the company's vision, crafting public-facing messages and implementing essential policies for the marketplace.
• Led the recruitment and training of a team of 7 customer support representatives, overseeing the creation and enhancement of a comprehensive knowledge base.
• Implemented anti-fraud measures and devised quality assurance protocols to balance innovation with operational readiness and integrity.
• Served as a knowledgeable player-coach, fostering transparent communication and adaptability in alignment with data-driven decision-making as the company evolved.
  

Support Consultant
Aimee VA, LLC.
Wheeling, WV area

• Completed short- and long-term contracts for multiple clients as a consultant.
  • Provided virtual administrative assistance, customer service, internet research, data entry, technical writing, business writing, medical writing, persuasive writing, creative writing, editorial services, copywriting, copy editing, proofreading, voice-over, resume design, graphic design, print design, internet research, medical transcription, and ESL training.

Administrative Services Coordinator
Russell Nesbitt Services, Inc.
Wheeling, WV

• Assisting Executive Director and liaising between administrative, behavioral, and support staff, I obtained, organized, and drafted technical and administrative materials and reports for public information, funding opportunities, and organizational use, including researching grant funding and drafting narratives for proposals.
  • Second grant proposal submission resulted in the in the award of a Community Development Block Grant (CDBG) for job development.
• Planned, prepared, and executed special projects and events designed to raise public awareness and potential donor bases, including a large annual luau fundraising event.
• Responsible for internal investigations regarding negligent actions, property liability, automobile accidents, property losses, employment claims, abuse or neglect allegations, and other events that created the potential for financial loss or harm to clients or staff
  • Implemented and monitored plans of correction and cooperated closely with the West Virginia Department of Health and Human Resources and Adult Protective Services (APS), with strong understanding of Medicaid Aged and Disabled Waiver (ADW), privacy and confidentiality.
• Coordinated committee meetings with the board and other stakeholders, served as a notary public, and owned special projects including inventory control and fleet maintenance.
  • Provided one-to-many training to direct care staff in people-first language, and as a certified trainer of T.A.P.S., a type of self-defense.
  • Designed the RNS-WATCH logo, and served on several committees.