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Elsie waikao

@elsiewaikao

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Onboarding and operations specialist for SaaS, improving workflows, data integrity, and customer experience.

Kenya

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What I'm looking for

I’m looking for a remote-first SaaS role where I can own onboarding and support operations end to end—improving SLA performance, workflow execution, and knowledge quality—while partnering cross-functionally to deliver a consistently excellent customer experience.

I’m an onboarding and operations specialist with 5 years of experience across SaaS and e-commerce environments. I focus on customer onboarding operations, workflow execution, data integrity, and customer lifecycle management—so teams can deliver faster, cleaner activation at scale.

I’ve driven measurable results, including a 30% increase in team performance through training and structured coaching, plus 25% improved SLA compliance. I maintain high operational accuracy by validating customer requirements, coordinating internal workflows, and ensuring correct onboarding configurations and system updates.

I also optimize the customer journey through ticket and escalation management, reviewed support outcomes, and knowledge base improvements. Using tools like Zendesk, Intercom, Jira, Notion, and Google Workspace, I’ve supported high-volume onboarding and resolved 150–200 tickets monthly while achieving strong customer satisfaction and reducing resolution times.

Experience

Work history, roles, and key accomplishments

Current

Onboarding & Support Ops Specialist

Current

SupportYourApp

Feb 2025 - Present (1 year 3 months)

Managed end-to-end customer onboarding operations for high-volume SaaS accounts, validating requirements and coordinating workflows to meet SLA timelines. Resolved 150–200 customer support tickets per month via Zendesk and Intercom, achieving 95% CSAT and reducing average resolution time by 30–35%, while improving SLA compliance by 25%.

Customer Onboarding SLA Ticketing Zendesk Intercom Workflow Optimization Customer Lifecycle Management Jira

Customer Support Agent

SupportYourApp

Aug 2023 - Oct 2024 (1 year 2 months)

Provided multi-channel technical support (chat, email, phone) for water filtration systems, including installation guidance and troubleshooting. Increased customer satisfaction by 15%, reduced average resolution time by 10%, and processed 300 warranty/returns/replacement claims with accurate CRM case tracking.

Technical Customer Support Troubleshooting Warranty Claims Returns Processing Zendesk Freshdesk Installation Support Escalation Handling

Customer Service Representative

Teleperformance

Mar 2021 - Sep 2023 (2 years 6 months)

Handled high-volume customer interactions across social media, delivering prompt and empathetic responses while maintaining detailed CRM records. Monitored and analyzed customer conversations using Sprout Social and Emplifi to improve campaign performance and reduce negative feedback trends, and supported new-hire training.

Social Media Customer Support Sprout Social Emplifi Performance Monitoring