Charles André Jeffs Operations Management and Customer Success professional

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Project Manager | Customer Success Specialist

Opus Match

Apr 2025 - Jan 2026 (10 months)

Lead end-to-end client implementation projects, overseeing requirements gathering, UAT coordination, and production deployment across multiple healthcare staffing platforms. Serve as primary liaison between client stakeholders and development teams to ensure alignment on technical requirements, release timelines, and change management. Translate business needs into actionable development tasks, validate deliverables through structured UAT cycles, and manage handoff to production. Conduct sprint planning and progress tracking via Jira and Monday.com to ensure timely resolution of blockers and successful phase launches. Facilitate post-launch success through ongoing account health monitoring, issue triage, and cross-functional collaboration t

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Performance Manager

Men's Health Clinic

Oct 2024 - Feb 2025 (5 months)

Onboarded patients and maintained accurate medical records via Zoho CRM. Coordinated communication between patients, doctors, and pharmacies. Managed prescriptions, billing, and medication dispatch. Delivered ongoing patient support via calls, emails, and SMS.

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Operations Supervisor & Customer Success

Recovered Health Rx Delivered Now

Mar 2021 - Aug 2024 (3 years 6 months)

Directed daily operations and led a distributed team, including hiring and training. Managed onboarding, escalations, and renewals while strengthening client relationships. Oversaw billing, invoicing, vendor relations, and compliance processes. Coordinated with Development team for UAT, QA, and feature implementation. Enhanced team efficiency and satisfaction through reporting, analytics, and documentation.

Fill Rate Operations Coordinator

Wonolo

Jan 2020 - Mar 2021 (1 year 3 months)

Leading on-demand staffing platform matching businesses with vetted workers. Optimized staffing fill rates by coordinating between businesses and job seekers. Analyzed staffing metrics, resolved scheduling gaps, and improved fulfillment efficiency.

Consumer & Contractor Services Specialist

Homeaglow

Jul 2019 - Dec 2019 (6 months)

Technology platform providing on-demand home cleaning services. Managed customer and contractor support, ensuring high satisfaction. Coordinated service requests and maintained effective communication between clients and contractors.

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Call Center Operations Lead

Avanza, Inc.

Oct 2017 - Jul 2019 (1 year 10 months)

Tech marketing agency specializing in full-service CRM and loyalty programs. Directed operations across chat, phone, email, and social media for clients including Pfizer, Nestlé, Epicurean Partners Exchange and Brother International. Designed and delivered training programs and workshops for staff development. Improved customer experience by auditing quality, reporting on metrics, and redesigning processes. Oversaw client programs including Pfizer PH Sulit Card, Nestlé Start Healthy Stay Healthy, Roast & Brew loyalty rewards program and Brother's BroCare app launch.

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Team Lead

OneVoix

Mar 2014 - Sep 2017 (3 years 7 months)

Business process outsourcing provider offering customer engagement, virtual assistant, and web services. Supervised team operations across calls, chats, and emails. QA and reporting. Conducted training sessions and implemented process improvements.

Client Services Specialist

First Advantage

Aug 2012 - Mar 2014 (1 year 8 months)

Global provider of employment background screening, identity verification, and onboarding solutions. Managed end-to-end background check cases ensuring SLA compliance and report quality.

Demo Manager

RingCentral

Dec 2009 - Dec 2011 (2 years 1 month)

All-in-one cloud communications platform delivering AI-powered voice, messaging, video, and contact center solutions. Conducted webinars for pre-sales support and product demos. Assisted with technical support and lead distribution.

Quality Associate

eTelecare Global Solutions

Jan 2007 - Jun 2007 (6 months)

BPO company providing technical support, customer service, and sales through voice, chat, and email for various industries acquired by Stream Global Services and then later by Concentrix. Conducted quality monitoring for Nextel and Sprint accounts.

Charles André Jeffs

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