Elsie waikao

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.