Joel Nikko B. Mutia
LinkedIn: linkedin.com/in/joel-nikko-m-b8
Upwork: upwork.com/freelancers/~018529a4d2e861099a
Headline
Revenue Operations | Customer Support & Ops Specialist | CRM
Admin (Salesforce, Zendesk) — 12+ years
Professional summary
Revenue-focused Operations Specialist with 12+ years supporting SaaS, fintech, real estate,
and outsourcing teams. Experienced in CRM administration, billing & integration launches,
escalation handling, and workflow optimization; delivers measurable improvements in efficiency,
data quality, and customer satisfaction.
Core skills
Revenue operations; CRM administration; Salesforce; Zendesk; billing integrations; workflow
automation; escalation management; QA & process improvement; Tableau reporting;
stakeholder communication; team leadership; Six Sigma Yellow Belt
Professional experience
Revenue Operations, Rhino — Apr 2023 – Jul 2025
● Launched and configured CRM and billing integrations, enabling accurate lifecycle
tracking and reducing billing exceptions by 10%
● Monitored integration performance and implemented auditing procedures that reduced
incidents and improved uptime
● Partnered with product, engineering, and finance to streamline workflows, improving
cross‑team efficiency by 15%
● Authored operational runbooks and stakeholder reports to maintain alignment and speed
decision-making
Business Support Specialist / Support Advocate, Wonolo — Jul 2021 – Apr 2023
● Coached and led support reps; improved average resolution time and increased CSAT
● Managed escalations and redesigned policies that cut repeat complaints by 20%
● Maintained CRM health and delivered weekly reports, driving prioritized product and ops
fixes
Operations & Customer Support, Lead the Way Fitness — Dec 2020 – Jun 2021
● Managed daily operations across CRMs and scheduling tools; improved scheduling
accuracy and admin throughput
● Documented SOPs for coaches and admin staff, reducing onboarding time for new hires
Operations Executive, WorldRemit (Zepz) — Jun 2018 – Jan 2021
● Investigated and resolved escalated transaction issues across internal and external
partners, improving payment success rates
● Identified process gaps and implemented fixes that reduced failure rates and rework
● Drove collaboration across compliance, engineering, and customer service to streamline
incident resolution
Earlier roles -)
Team Leader, Level 2 Support — KKH Technology (OnePlus)
Team Leader, POS Support — eBusiness BPO (Oracle - Micros)
Technical Support Specialist — [24]7ai (Timewarner Cable)
IT Staff — Zamsureco I
Dispatch Team Leader — Phillogix (Mercury Drugs, CVS Pharmacy)
IT Support Specialist / Technician — TCB Technologies
Customer Service Manager, File Maintenance — Kroger
Certifications
● Six Sigma Yellow Belt
● Leadership and People Relations Certification
Technical tools
Salesforce; Zendesk; AppFolio; Jobber; Booking Koala; Zillow; Tableau; Asana; Jira; MS Office;
Google Workspace; Slack; Zoom; Hootsuite
