What is operations support?

    Operations support is the coordination across people and processes that keeps work moving: project and task tracking, handoffs, process documentation and SOPs, client onboarding and delivery follow-up, vendor and renewal tracking, operational reporting and recurring workflows. I take responsibility for the work we agree on and follow it through, within the decision-making authority we set together.

    Keep work moving across your business.

    A project can have a clear goal and capable people behind it, yet still stall because an approval is missing, a handoff is unclear or nobody is tracking the next step. I help manage that coordination. I keep track of responsibilities, follow up with the people involved and make sure decisions and outstanding items are visible. Whether I am supporting a business owner or working alongside a large team, my focus is on helping everyone understand what needs to happen, who is responsible and when it is due.

    • Executives and business owners who want to stay informed without chasing every update themselves.
    • Teams where projects stall because an approval is missing or a handoff is unclear.
    • Businesses coordinating contractors, freelancers and client delivery across several tools.
    • Teams that need recurring processes written down so they run the same way every time.
    • Large teams that need one person keeping owners, responsibilities and due dates visible.

    What I can help with.

    Project and task coordination

    Turn agreed priorities into a practical plan. I organize tasks, owners, deadlines and dependencies in your project management system. I maintain progress updates, follow up on outstanding work and flag issues that could affect delivery. For a newly funded project, I set up the funder calls and meeting schedule, act as the administrative liaison with funding partners, and maintain the SIPOC registry, work breakdown structure, schedule and milestone tracker.

    Grant spend and funding claims

    Keep a funded project's money accounted for. I collate expenditure receipts, track project spend against the budget, reconcile the project accounts and assist the finance team in preparing and submitting funding claims to government bodies and external partners. Your accountant keeps the entries; you get a claim that is ready to sign.

    Business development coordination

    Keep sales opportunities organized between meetings. I organize agendas, draft meeting frameworks, log client calls and prepare pre-meeting briefing packages for your senior leads. I keep HubSpot accurate with lead tracking, meeting logs and stage updates, and compile the market data behind quarterly forecasts, retention reports and pipeline KPIs. Proposals, scopes of work and pitch decks are assembled and polished under Administrative Support.

    Process documentation and SOPs

    Make recurring work easier to understand and repeat. I document how your team completes a process, including the steps, tools, responsibilities and approval points. I prepare standard operating procedures, checklists and reference materials, then update them as the agreed process changes.

    Team and contractor coordination

    Keep the people involved in delivery informed and connected. I coordinate requests, clarify handoffs and follow up with internal teams, freelancers and contractors. When something needs your decision, I bring you the relevant context and explain what is waiting on it.

    Client onboarding and delivery

    Create a clear path from the initial handover to the next stage of service. I coordinate onboarding requirements, documents, meetings and internal responsibilities. I maintain checklists and delivery trackers so your team can see what is complete, what is missing and what comes next.

    Vendor and renewal tracking

    Keep important dates and supplier responsibilities organized. I maintain vendor records, track contract and renewal dates, coordinate routine communication and follow up on outstanding items. You receive the information needed to review renewals and make decisions before deadlines arrive.

    Operational reporting

    Know where the work stands. I maintain trackers and prepare recurring updates covering progress, upcoming deadlines, unresolved issues and decisions needed. The reporting is shaped around what you and your team need to act on.

    Recurring workflow management

    Give weekly and monthly responsibilities consistent attention. I coordinate recurring tasks, maintain schedules and follow through on the steps involved. When the same issue keeps returning, I investigate where the process is getting stuck and recommend a practical improvement.

    Tools I work inside.

    I start by understanding the tools you already use and how your team works within them. If a tool or process is causing a specific problem, I explain the issue and discuss any proposed change with you.

    Project management

    • Monday.com
    • Asana
    • ClickUp
    • Trello
    • Notion

    Communication and documents

    • Google Workspace
    • Microsoft 365
    • Microsoft Teams
    • Slack

    Systems the work touches

    • Keap
    • HubSpot
    • Zendesk
    • Excel and Google Sheets

    One dependable person coordinating the connected work

    Operational responsibilities often overlap. A new client may need an onboarding checklist, CRM updates, documents, scheduled meetings and a handover to the delivery team. My combination of administrative, operational and technical experience helps me coordinate those connected steps, which can reduce the need to hire separate people for closely related support tasks and gives your existing team one consistent point of contact. I work within the responsibilities and decision-making authority we agree on, keeping you informed without requiring you to manage every detail. Within an agreed scope, that connected work can include:

    • Billing and accounts receivable routines: invoices checked against the spec before they go out, open-invoice tracking, payment and card-decline follow-up, handoffs to your accountant
    • Support operations: ticket triage, CSAT-risk review, closure standards and engineering handoffs
    • Vendor and carrier portal ownership: registrations, porting follow-up and compliance checks tracked to done
    • Onboarding packs for new hires, including the SOPs a new person works from, and hiring assessments with candidate walkthroughs
    • Operational data checks: call recording audits, failure reports, ticket merge audits

    What's not included

    So nothing is unclear after the first conversation.

    • Day-to-day inbox and calendar work on its own: that is Administrative Support
    • CRM rebuilds and larger automation projects: those run under CRM & Workflow Support
    • Paid media management and running ad accounts
    • Bookkeeping entries, tax filing and payroll: those stay with your accountant. Invoice checks, receivables tracking and payment follow-up are in scope.
    • Recruiting end to end and HR compliance: I design and mark assessments and run the walkthroughs, the hiring decision is yours
    • Commercial and management decisions we have not explicitly included in my scope

    What recent operations work has looked like.

    Telecom provider: service operations run day to day

    I run the support ticket queue and route technical tickets to the engineers until each one is closed. I take number ports through to the carrier's confirmed date, rejected ones included, and keep E911 addresses registered. I also set up new customers and close accounts, with the handoffs to engineering and accounting.

    Telecom company: 15 SOPs from six weeks of Slack

    An accounting role with no manual. I wrote the procedures, tiered the task list by how ready each part was to hand over, and kept a register of what still had no answer.

    Billing QA: invoices checked before they go out

    A written invoice spec turned into a check that runs before anything is sent, with the queue corrected so the next person inherits a clean one.

    Coaching academy: 49 weekly transcripts compiled

    Pulled 14 months of recordings into a single searchable document in under two hours, so the team finally had a knowledge base instead of a folder of files.

    Compliance review: 1,000 files, 40 requirements

    Replaced a two-day manual document review with a one-hour structured checklist and standardized what used to be tribal knowledge.

    Support operations: a daily manual check retired

    Built a dashboard that surfaced the queue, response times and backlog in one place, replacing a manual check somebody ran every morning.

    Business understanding with technical confidence.

    My background spans telecommunications technical support, customer success, administration and operations. I have worked with executives, business owners and large teams, where clear communication and reliable handoffs matter.

    I also hold an MBA from University Canada West, a BA from the University of Uyo and a web development certificate from Aptech.

    That combination helps me understand both the business process and the systems supporting it.

    More about my background See examples of my work

    Support shaped around your needs.

    Ongoing operations support

    For businesses and teams that need regular coordination across projects, people and recurring processes. We agree on priorities and a schedule for updates and reviews.

    A defined operations project

    For a specific outcome, such as documenting a process, organizing a project tracker, improving onboarding or preparing a handover.

    Explore ways to work together

    How we work together.

    1. 01

      Understand the priorities

      We identify the projects, recurring processes or coordination gaps that need attention. I learn who is involved, what is already working and where progress is being held up.

    2. 02

      Agree on ownership

      We define my responsibilities, the decisions I can make, the approvals you retain and how we will communicate. We also confirm scope, pricing and working hours.

    3. 03

      Organize and coordinate

      I maintain the plans, trackers and documentation needed for the agreed work, follow up with the people involved and keep next steps clear.

    4. 04

      Review and improve

      I provide progress updates, raise concerns early and recommend changes when I see a recurring problem or an opportunity to simplify the work.

    Operations case studies from the practice.

    Getting a Rejected Number Port Confirmed the Same Day

    I found why a clinic's four-line port was rejected, resubmitted it that afternoon, and the carrier confirmed it the same evening.

    Read case study

    Creating an Onboarding Pack from Working Instructions

    I turned a telecommunications company's working instructions into an onboarding pack for an accounting role.

    Read case study

    Organizing Coaching Transcripts into a Searchable Reference

    I consolidated coaching-call transcripts into a searchable Word document, giving the business one place to find and reuse its existing material.

    Read case study

    Organizing Document Matches for Human Review

    I built a tool to search a large document collection against a defined checklist and organize potential matches into a review dashboard.

    Read case study

    Bringing Ticket Follow-Ups into One Operations View

    I built a Google Sheets dashboard using a read-only Zendesk data workflow to help a telecommunications support team review ticket histories, ownership and next actions.

    Read case study

    Operations support guides

    What does an operations virtual assistant do?

    The responsibilities, systems and ownership that separate operations support from task-based help.

    Read the guide

    Organize the work before deciding how much support to add

    Three operating systems that help a business run without adding headcount.

    Read the guide

    Common questions

    Operations Support FAQ

    Administrative support focuses on recurring responsibilities such as inboxes, calendars, documents and records. Operations support adds coordination across people and processes, including project tracking, handoffs, workflow documentation and delivery follow-up. Your scope can include both.

    Yes. I can take responsibility for defined areas while working within your existing reporting structure. We agree on ownership and approval routes so the support fits your team.

    Yes. I can track deliverables, coordinate communication and follow up on deadlines. You retain the commercial and management decisions we have not explicitly included in my scope.

    Yes. I work with the people involved to understand the current steps, review existing materials and turn that information into usable documentation. We check the process together before treating it as the agreed way of working.

    I plan around agreed deadlines, track dependencies and follow up consistently. Delivery can also depend on approvals, information and other people's work. When a deadline is at risk, I flag it early and help coordinate the next step.

    I begin with your existing setup. If a tool or process is causing a specific problem, I explain the issue and discuss any proposed change with you.

    Yes. A defined project can give us a clear starting point. We can discuss ongoing support if you need continued coordination afterwards.

    Yes. I set up the funder calls and meeting schedule, act as the administrative liaison with the funding partners, maintain the project documentation and registries, and track spend and receipts through to the funding claim. Reporting obligations and claim sign-off stay with the project lead and finance.

    The operations side of it, yes. I check invoices against your spec before they go out, keep the open-invoice list categorized, follow up on payments and card declines, and hand your accountant clean records. The bookkeeping entries, tax filing and payroll stay with the accountant.

    Yes. I review the queue, flag tickets at risk of a bad rating, hold the closure standard so every ticket ends with a note, and pass patterns to engineering. Where the answer lives in a vendor or carrier portal, I own that follow-up too.

    Other ways I support businesses

    Administrative Support

    Inbox, calendar, documents, trackers and client follow-up handled reliably.

    Explore Administrative Support

    Online Business Manager

    The same operations ownership, framed the way founders searching for an OBM describe it.

    Explore Online Business Manager

    CRM & Workflow Support

    Pipeline cleanup, automations and follow-up workflows across Keap, HubSpot and GoHighLevel.

    Explore CRM & Workflow Support

    What needs someone to keep it moving?

    Tell me about the project, recurring process or coordination work that needs attention, who is involved and any upcoming deadlines. I review inquiries personally and normally reply within one business day. If the work is a good fit, we can arrange a free consultation.

    Book a free call

    Everything starts with the form. I read each inquiry myself and send scheduling details once it looks like a genuine fit.

    Tell me what you need help with, and I will suggest where to start.

    Book a free call