People & Process Leader ・ Customer Experience & Support Operations Expert ・ Data-Driven Problem Solver
As a professional generalist working with customers and business operations, I am motivated by data, intuition, and integrity-driven guiding principles aimed at eliminating obstacles in the implementation of a strategic vision.
I go the extra mile to ensure a seamless experience for customers at every stage of their journey, understanding their wants and needs, aligning on a shared definition of success, and delivering tangible outcomes. Helping others is my passion.
With a proven track record of leading and scaling cross-functional distributed teams to achieve incremental growth and preparing and managing knowledge bases, I have successfully leveraged technology and asynchronous collaboration to foster enthusiasm, energy, and high performance within my teams while supporting individual career development.
My greatest source of vitality comes from continuous improvement, the systematic refinement of processes using fiscally responsible solutions, and bringing order to chaos in fast-paced, growth-oriented environments.
Work History
Business Operations Consultant ・ Aimee Valle ・ Wheeling, WV Area
November 2022 - present — independent contractor, Remote
In 2024, I began performing call center answering service operations for a provider serving medical, professional, and industrial clients, I handled inbound calls and message relay.
A startup in the cryptocurrency space sought expert advice about creating their customer support department from the ground up, and I shared best practices and protocols, 3rd party tools, order of business operations, workflows and processes, and hiring philosophy.
Consulting with a Series C software platform about scaling their customer delight team, I shared my successful practice of growing a large team quickly, contrasting the pros and cons of hiring individual offshore contractors, direct-hire agencies, and 3rd party business process outsourcing companies, and highlighting my preference for individual contractors due to the overall cost savings and buy-in gained through forming interpersonal relationships and working directly with individuals as team members.
During the first three months of 2023, I worked on a small start-up business development and GTM project, during which time I researched businesses that shared the company’s value proposition and developed digital marketing.
- I successfully onboarded 11 stores and also managed their accounts, adding 900% additional supply to the marketplace platform.
Continuing to support Tophatter operationally during the business wind-down, I worked as a consultant until 2023, wrapping up SaaS contracts, offboarding B2B clients, and ensuring B2C customers were supported through the transition.
Director Customer Experience ・ Tophatter, Inc. ・ San Francisco, CA
March 2020 - November 2022 — Full-time, Remote
On the leadership team, I 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.
In 2021, business development was added to my operations umbrella. I restructured the sales funnel and managed a customer success team of lead development representatives and account managers while acting as the account executive and building relationships with small, medium, and enterprise-level clients who benefited from our sales channel for Shopify.
- From go-to-market in mid-April through September, my team vetted and onboarded 150 Shopify businesses that were successfully using our products until the business closed.
- Leading Trust & Safety, Quality Assurance, and Customer Support I reduced redundant services, negotiated a 10% reduction in 3rd party contract fees, and implemented organizational and change management strategies to work across teams cohesively and break down silos.
- As the business lead, we implemented a self-service feature to automate refunds for a subset of reasons, resulting in a 56% reduction in contact intensity after four weeks.
- Acting as the product manager, I led the successful integration of Signifyd Chargeback Recovery with Braintree and PayPal, resulting in a reduction of 4 FTE.
Customer Support Manager ・ Tophatter, Inc. ・ San Francisco, CA
January 2016 - March 2020 — Full-time, Remote
During this rapid growth phase, I developed tactics for scaling the customer support team according to projections while maintaining key performance indicators. I hired and trained a multilingual, globally distributed team of 88 people spanning 28 countries and 13 time zones at its peak, who resolved an average of 284 tickets per hour while meeting our service desk SLA of one business day.
- My team supported 312% business growth, with $300 million in gross transactional volume at its peak, with 24/7 support using processes for rapidly scaling up and down to suit business needs.
- During global expansion, I hired French, German, Portuguese, and Spanish translators to localize the site in four additional languages. Together, we deployed localization on four platforms along with approximately 65 knowledge base articles and 40 saved responses in under two weeks.
- I introduced key performance indicators reflective of the product: net promoter score (NPS) and contact intensity (CI) as the number of customer support tickets generated for every 1K units sold; and the two directly reflective of support performance: time to first response (RT) and customer satisfaction (CSAT).
- P&L awareness being crucial as a startup, I also tracked team expenses. The benchmark for customer support department cost as a percent of revenue ranges from 5–11%, and we were able to maintain under 3% through my hiring plan, workflows, and software decisions.
- After my first year as Customer Support Manager, my team increased CSAT by 30% through improved training and engagement. We reduced the 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.
Customer Support Representative ・ Tophatter, Inc. ・ Palo Alto, CA
February 2012 - January 2016 — Independent contractor, Remote
As the e-commerce marketplace startup’s first dedicated customer support representative, this role involved more than responding to customer questions through live chat and email. The business was developing at lightning speed and demanded structure in preparation for growth.
- While liaising closely with the founders and absorbing all available material to understand and help shape the strategy, I prepared public-facing communications and established external and internal policies for the two-way marketplace.
- Growing the team, I interviewed and trained 7 customer support representatives, wrote, maintained, and continuously developed a knowledge base of instructional articles for buyers and sellers, put anti-fraud tactics in place, and authored quality assurance product review guidelines, with the goal of making sure that “move fast and break things” remained an internal culture, while outwardly we were organized and prepared with our customers.
During this time, I became a subject-matter expert. I identified the importance of being a flexible player-coach and transferring information openly and in plain language. I learned that businesses don’t start with a long-term plan; they are successful when adaptable, open-minded people figure things out as they go, following proven best practices through quarterly and weekly planning sprints driven by data and quick decision-making to make agile pivots as business needs change.
Support, Training, & Design Consultant ・ Aimee VA, LLC ・ Wheeling, WV Area
September 2007 - February 2012 — Freelance, Remote
As a consultant, I completed short- and long-term contracts for clients, offering a variety of services, including: virtual administrative assistance; technical, business, medical, persuasive, and creative writing; editorial and copywriting; copy editing and proofreading; voiceover; resume design and revision; graphic and print design; internet research; medical transcription; and training adult students in English as a second language (ESL).
Administrative Services Coordinator ・ Russell Nesbitt Services, Inc. ・ Wheeling, WV
March 2005 - September 2007 — Full-time, On-site
As the assistant to the Executive Director and liaison 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.
- My second grant proposal submission resulted in the organization being awarded a Community Development Block Grant (CDBG) for job development.
I assisted in the planning, preparation, and execution of special projects and events designed to raise public awareness and potential donor bases, including a large annual luau fundraising event.
A strong understanding of Medicaid Aged and Disabled Waiver (ADW) and privacy and confidentiality were required as I was 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, in addition to implementing and monitoring plans of correction and cooperating closely with the West Virginia Department of Health and Human Resources and Adult Protective Services (APS).
I was also responsible for coordinating committee meetings with the board and other stakeholders, serving as a notary public, and owning special projects including inventory control and fleet maintenance. I provided training to direct care staff in people-first language as a certified trainer of T.A.P.S., a type of self-defense, designed the RNS-WATCH logo, and served on the Management Team Committee, Quality Assurance Committee, Human Rights Committee, and Behavior Management Committee.
EMT-Basic ・ Tri-State Ambulance ・ Wheeling, WV
November 2004 - September 2007 — Full-time, On-site
As an EMT-B, I conducted initial patient assessments, provided appropriate emergency medical treatment based on patient needs and conditions, and administered basic life support procedures, including CPR, airway management, and oxygen administration, while communicating effectively with other healthcare professionals, including physicians, nurses, and other emergency responders, to provide coordinated patient care and accurately documented patient care and transport information, including vital signs, medical interventions, and patient outcomes.
I also safely operated and maintained emergency medical vehicles, including ambulances and other specialized equipment, and maintained up-to-date knowledge and continued education of emergency medical protocols and procedures, including those related to hazardous materials, infectious diseases, and other safety concerns.
Assistant Store Manager ・ Electronics Boutique/EB Games ・ Steubenville, OH
October 2003 - November 2004 — Full-time, On-site
As the assistant manager, I supervised daily operations and organization of the store, including opening and closing procedures, created POP/POS marketing and visual merchandising, and complied with planograms as required by publishers, while leading a team of sales associates to meet and exceed sales targets and customer service expectations, training new team members on company policies, procedures, and products, and assisting with scheduling, payroll, inventory management, customer service, resolving customer complaints and escalations, and suggesting product recommendations.
In marketing, I worked with district and regional managers to implement promotional strategies to drive sales and collaborated with other store managers to ensure consistency in operations and service across multiple locations.
I also demonstrated a strong understanding of the video game industry, including new releases and gaming trends, video gaming hardware and software, consumer electronics, computer software and peripherals, and pop culture.
Assistant Store Manager ・ Sam Goody ・ St. Clairsville, OH
September 2000 - October 2003 — Full-time, On-site
As the assistant manager, I worked closely with the store manager, overseeing daily operations, including opening and closing the store, cash management, and inventory control, and coordinating with district managers and corporate offices to ensure store compliance with company policies and procedures. Recruiting, hiring, and training new employees was my responsibility, as was performing ongoing staff development on product knowledge, customer service skills, and sales techniques; analyzing sales data to identify trends, improve sales performance, and adjust inventory levels; and managing and executing daily and weekly sales goals to ensure maximum profitability for the store.
I developed deep knowledge of musicians and music, from obscure and eclectic to Top 40, across all genres.
Sales Associate ・ Old Navy ・ St. Clairsville, OH
August 1999 - September 2000 — Full-time, On-site
- Monitored and restocked inventory, assisted with receiving shipments, and ensured that merchandise was styled in an appealing and organized manner
- Operated and maintained cash registers and other point-of-sale equipment
- Collaborated with team members to maintain store cleanliness and organization, demonstrated a thorough knowledge of store merchandise and promotions, and provided feedback to management on customer preferences and sales trends
Sales Associate ・ General Nutrition Center/GNC ・ St. Clairsville, OH
July 1998 - January 2000 — Full-time, On-site
- Managed inventory and ensured stock levels were maintained
- Utilized upselling techniques to increase sales and provided customer service and support to customers
- Maintained knowledge of nutritional supplements and related products
- Assisted in merchandising and organizing the store
Medical Office Assistant ・ Mario C. Mejia, M.D., Inc. ・ Martins Ferry, OH
June 1997 - July 1998 — Full-time, On-site
I coordinated with three physicians, scheduling appointments and meetings, performing prescription ordering, and managing all correspondence. Having an extensive knowledge of medical terminology, including ICD-10 and CPT diagnostic, surgical, and medical services and procedures codes was required as I performed medical data entry, transcription, insurance verification, and patient referral authorization.
- Expertise in various administrative and clinical tasks with attention-to-detail
- Maintained strict compliance with HIPAA regulations while providing compassionate patient care and ensuring efficient coordination among healthcare teams and providers
- Maintained up-to-date OSHA training and record-keeping
- Proficient in clinical skills, including performing diagnostic EKG testing, vital sign monitoring, and autoclave instrument sterilization
Administrative Assistant ・ Bob Smith Realty ・ Bridgeport, OH
July 1996 - December 2011 — Part-time, Hybrid
- Organized and coordinated scheduling for the co-owners
- Drafted real estate and business correspondence and assisted in drafting appraisals and researching comparable properties for the real estate agency
- Assisted with preparing homes and classifying contents for auction, contributing to successful sales
Contact
aimee@aimeevalle.pro
Skills & Abilities
Professional
Account management; administrative assistance; AI-powered knowledge base preparation; analytical skills; B2B, enterprise, and SMB relationship management and customer success; B2C customer satisfaction and support; budgeting; business operations; business process improvement; business process outsourcing; change management; ChatGPT predictive AI chatbot prompt engineering; collaboration and decision-making; compassionate and empathetic customer service, support, and voice of the customer; clinical, medical, and pharmaceutical terminology; contact center administration; content strategy, writing, and management; cross-functional team leadership; e-commerce; forecasting and workforce management; globally distributed team leadership; ITIL 4 framework; go-to-market support and product launch preparation; knowledge management; KPI setting; lifelong learning; marketplaces; new business development; playbook development and execution; problem solving and continuous process improvement; project management; recruiting, hiring, and training; remote management; SaaS integration and management; social media communications, management, and marketing; strategic planning; strong influence, integrity, and good judgment; subject matter expert; technical and instructional writing; team building; the unique art of startups; using quantitative and qualitative insights to inform prioritization and roadmapping; written and verbal business communication.
Technical
AI-Prompting: ChatGPT; DiffusionBee; Midjourney; Pixlr;
Audio: Audacity; Descript; GarageBand; Vocaroo;
Contact Center & CRM: Amtelco Infinity Operator Console; DialPad; Dixa; Help Scout admin; HubSpot admin; Intercom admin; RingCentral IVR admin; Zoho Desk admin; Salesforce Service Desk familiarity; Data: GitHub; Looker; LookML familiarity; Mode; SQL - intermediate; Tableau familiarity; Google: Analytics; Docs; Forms; Gemini, formerly Bard; Meet; Sheets; Slides; Trends; Workspace admin; Microsoft: Copilot; Loop; Office; Remote Desktop; Teams; Payment: Braintree; Shopify; Signifyd; Stripe;
Payroll: ADP; BambooHR; Gusto; Paycom; QuickBooks Time, formerly TSheets; Project Management: Asana; Jira; Notion; Trello; Social: Slack admin; Sprout Social admin; Zoom admin; Visual: Adobe Creative Suite; Affinity Designer; Canva; Figma; krita; Lucidchart; Prezi; Whimsical
Certifications & Training
- ITIL 4 Exam Preparation ・ Coursera, Issued April 2023
- Branding Foundations ・ LinkedIn, Issued March 2023
- Certified Dixa Agent ・ Dixa, Issued March 2023
- Customer Service: Writing for Social Media ・ LinkedIn, Issued March 2023
- Help customers in context with self serve support ・ Intercom, issued March 2023
- Provide a great customer support experience ・ Intercom, issued March 2023
- Sprout Certification ・ Sprout Social Platform, completed June 2022
- HubSpot Marketing Software ・ HubSpot Academy, issued March 2022
- Digital Body Language ・ LinkedIn, Issued February 2022
- Change Management Foundations ・ LinkedIn, issued October 2021
- Harassment Prevention for California Managers ・ Mineral, issued July 2021
- Customer Experience: Service Blueprinting ・ LinkedIn, issued January 2021
- Managing Customer Expectations for Managers ・ LinkedIn, issued January 2021
- Serving Customers Using Social Media ・ LinkedIn, issued January 2021
- Customer Service: Handling Abusive Customers ・ LinkedIn, issued December 2020
- Temporary Nurse Aide ・ AHCA/NCAL, issued September 2020
- 1:1 Leadership Coaching ・ Lucy Georgiades, founder of Elevate Leadership ・ Aug 2016 - Jan 2017
- Notary Public ・ West Virginia Secretary of State, commissioned December 2006
- EMT-Basic ・ National Registry of Emergency Medical Technicians, certified March 2005
- EMT-Basic ・ Ohio Department of Public Safety, EMS Division, certified January 2005
Portfolio & Published Work
- Instructional video: 5 Steps to Start Selling on Loss Leader
- Script, voiceover, and infographic: What is Shop Collective?
- Comparably News: People-First Tophatter Leans Into The Future of Work
- Upwork Success Stories: Tophatter Gains 30% Rise in CSAT Scores With Global Support Agents
- Facebook Watch: How Tophatter scales their team quickly and safely with Upwork
Background
My career journey began as a medical office assistant, where I gained knowledge of anatomy and physiology, ICD-10, CPT, pharmacology, direct care, and client/patient advocacy. My passion for healthcare led me to become an EMT-B while working in retail management, and I gained certification with the National Registry of Emergency Medical Technicians and worked part-time as a first responder.
While working in real estate administration, I discovered a strong interest in legal research. I served as a notary public and later collaborated closely with attorneys as an estate executor and administrator. My enthusiasm for this discipline helped me develop startup trust and safety policies and protocols, including compliance, intellectual property, and terms of service agreements.
As a volunteer and donor, I support causes that align with my values, including human rights, animal welfare, conservation, and Appalachian regional economic development.