Remote Customer Support & Ops Specialist
Resume:
ELENA-ALISHA HATFIELD
REMOTE CUSTOMER SUPPORT & OPERATIONS SPECIALIST
*************@*****.***
Oakland, CA 94606
Remote Customer Experience & Operations Professional with 6+ years of fully remote work (2019–Present). Proven experience supporting customers, homeowners, residents, and business partners via email, phone, and ticket-based systems. Known for calm communication, issue resolution, documentation accuracy, and managing high-volume requests across multiple time zones. SKILLS
Project Lifecycle Management
Budgeting & Cost Control
Scheduling & Timeline Coordination
Risk Identification & Mitigation
Vendor & Subcontractor Management
Client & Stakeholder Communication
Permitting & Utility Interconnection
Team Leadership & Collaboration
Quality Assurance & Compliance
Salesforce & Smartsheet
CRM & Project Tracking Tools
Installation Scheduling & Coordination
Document Control & Compliance
Workflow Optimization
Change Order & Scope Management
Cross-Functional & Field Operations
Coordination
Procurement, Resource & Inventory
Management
Remote Customer Support
Email & Chat Support
Ticket Management
CRM Documentation
Issue Resolution
Customer Rentention
Cross-Functional Communication
Time Zone Coordination
WORK EXPERIENCE
PROJECT MANAGER
Freedom Forever Solar Livermore, CA October 2018 — Present Provide remote customer support to homeowners throughout the solar installation lifecycle via email and phone
Serve as primary point of contact, resolving scheduling issues, billing questions, and service concerns
Manage high-volume inbound and outbound customer communications while maintaining satisfaction
Document customer interactions, updates, and resolutions in internal systems and CRMs
Coordinate internally with design, engineering, permitting, and installation teams to resolve customer issues
Address post-installation service and warranty requests to ensure customer retention
Identify potential issues proactively and communicate clear next steps to customers
PROPERTY ADMINISTRATOR
First Service Residential San Francisco, CA July 2015 — Oct 2018 Serve as first point of contact for residents, vendors, and contractors, providing consistent customer support
Respond to resident inquiries, complaints, and service requests via email and phone
Resolve escalated issues with professionalism, empathy, and timely follow-up Maintain detailed service records, logs, and documentation for compliance and tracking
Coordinate move-ins and move-outs, scheduling building access and services Communicate updates between residents, management, vendors, and on-site staff
Support property management operations through documentation, invoicing, and follow-up
EDUCATION
Project Management Certification
Coursera Inc.
May 2025 — August 2025
Bachelor of Business Administration
and Management
Keiser University
February 2014 — July 2018
High School Diploma
California Charter School - CalPac
August 2009 — June 2013
Contact this candidate