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 of experience across SaaS, fintech, and
service industries. Expert in CRM administration (Salesforce, Zendesk), workflow automation ,
and service-based platforms like BookingKoala and Jobber. Proven ability to deliver measurable
improvements in operational efficiency, data quality, and billing accuracy.
CORE SKILLS
● Operations: Revenue Operations, CRM Administration, Billing & Integration Launches.
● Optimization: Workflow Automation , Six Sigma Yellow Belt , SOP Development.
● Management: Escalation Handling, Team Leadership, Stakeholder Communication.
PROFESSIONAL EXPERIENCE
Executive Assistant and Operations | Bright Space Cleaning January 2025 – December
2025
● Optimized client scheduling and cleaner dispatching using BookingKoala and Jobber
to maximize route efficiency.
● Managed end-to-end customer support and sales, including inbound inquiries,
automated quoting, and appointment confirmations.
● Served as the primary lead for crew coordination, overseeing staff check-ins/outs and
job detail dissemination.
● Automated administrative workflows for invoicing, payment processing, and client
database maintenance.
● Directed digital marketing and brand presence via Canva content creation and
management of Google Business and Yelp listings.
● Standardized business operations by creating and updating SOPs for inventory tracking
and service methods.
Revenue Operations | Rhino April 2023 – July 2025
● Configured CRM and billing integrations, reducing billing exceptions by 10%.
● Partnered with product and finance teams to streamline workflows, increasing
cross-team efficiency by 15%.
● Implemented auditing procedures that improved system uptime and performance
monitoring.
Business Support Specialist / Support Advocate | Wonolo July 2021 – April 2023
● Coached support representatives, resulting in improved resolution times and higher
CSAT scores.
● Redesigned escalation policies, which cut repeat customer complaints by 20%.
● Maintained CRM health and delivered weekly data reports to prioritize product and
operational fixes.
Operations & Customer Support | Lead the Way Fitness December 2020 – June 2021
● Managed daily operations across CRMs and scheduling tools, improving overall admin
throughput.
● Documented SOPs for coaches and staff, significantly reducing onboarding time for new
hires.
Operations Executive | WorldRemit (Zepz) June 2018 – January 2021
● Investigated and resolved high-level transaction escalations to improve payment
success rates.
● Identified process gaps and implemented fixes that reduced system failure rates and
rework.
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
CERTIFICATIONS
Six Sigma Yellow Belt, Leadership and People Relations Certification
