Elisabeth Saunders
@elisabethsaunders
Operations manager scaling multi-brand customer support with AI-driven workflow automation.
United StatesWhat I'm looking for
I’m an operations leader who scales multi-brand customer support by optimizing workflows, driving KPI/SLA performance, and owning customer experience technology. I align cross-functional teams through data-driven decision-making and process design.
In my current role as Manager of Operations - Student Services, I lead CX strategy across four brands and oversee escalation management across Customer Support and Collections. I support a high-volume operation handling 15,000+ monthly inbound inquiries while serving as the functional owner of AI-driven solutions and systems.
I’ve delivered measurable outcomes by improving first-response time by 55% through AI-powered email and chatbot support workflow design, and reducing phone abandon rate by 70% via workflow redesign. I’ve also increased AI-driven resolution rates to 80% for chat and 65% for AI-attempted emails, enabling AI to handle 40% of monthly customer support volume.
Earlier, I served as a Student Success Advisor (Tier 2 Support Specialist), handling escalated tickets end-to-end and providing phone, email, live chat, and SMS support. I also bring hands-on experience with operational analytics and dashboards (Power BI/Tableau) plus web and content systems support (WordPress, Drupal/Opigno, Brightspace, Shopify).
Experience
Work history, roles, and key accomplishments
Manager of Operations - Student Svcs
International Sports Sciences Association
Jan 2024 - Present (2 years 6 months)
Led customer support operations and CX strategy across four brands, overseeing workflow automation, KPI/SLA reporting, and escalation management. Served as functional owner for AI-driven self-service and support systems, improving first-response time, phone abandonment, and AI-assisted resolution rates.
Student Success Advisor (Tier 2)
Health Coach Institute
Feb 2017 - Jan 2024 (6 years 11 months)
Provided Tier 2 student support by handling escalated tickets and resolving complex technical and account-related issues across phone, email, live chat, and SMS. Supported learning management and internal web/content systems, including creating instructional videos and managing refunds, disputes, and tuition-related support.
Owner
LP Fitness
Aug 2015 - Sep 2018 (3 years 1 month)
Founded and scaled an online personal training business, delivering fitness and nutrition coaching to private clients. Built and managed a member-only platform, ran digital marketing campaigns, and handled end-to-end business operations before selling the business in September 2018.
Played a foundational role in launching a new Club Pilates franchise by building operations with the owner, leading pre-opening sales, and hiring and training the initial front desk team.
Head Sales Rep
Nutrition Direct
Mar 2014 - Aug 2015 (1 year 5 months)
Coordinated strategic partnerships and local cross-promotions to grow the customer base. Oversaw operations for two store locations and contributed to new product, brand, and marketing campaign development.
Managed daily store operations including scheduling, inventory control, and visual merchandising compliance. Led coaching and training for sales associates to support product launches, drive sales, and maintain a customer-centric environment.
Education
Degrees, certifications, and relevant coursework
Joliet Junior College
Associate's Degree (AA)
2010 - 2012
Earned an Associate’s degree (AA) at Joliet Junior College from 2010 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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