JENNIFER HANSON | Onboarding Specialist
REMOTE | Available Immediately
Summary
Client Onboarding Specialist and B2B Client Success professional with 7+ years of experience qualifying leads, onboarding clients onto platforms, and managing premium partner relationships across global markets. At ROLZO, owned the end-to-end onboarding journey for Bespoke and Business clients using WhatsApp Business as the primary channel for client communication, setup guidance, and relationship management across 100+ cities achieving 96% CSAT and operating a 10-second response SLA for premium partners. Experienced collaborating with product and technical teams to resolve platform issues and feed structured insights back into product improvement. Currently advancing WhatsApp Business API and automation skills through active self-study. Learn-it-all mindset, ownership-oriented and genuinely excited about the future of business messaging.
Overview
9
9
years of professional experience
5
5
Certifications
Work History
Client Onboarding & Success Specialist (Contract)
Rolzo Luxury Global Chauffeur Platform
Remote
07.2025 - 03.2026
- Qualified inbound Bespoke and Business client opportunities, guided end-to-end platform setup, and ensured every client was fully operational from day one across 100+ cities achieving 96% CSAT.
- Managed WhatsApp Business as the primary B2B communication channel operating dedicated client groups, handling setup guidance, resolving platform queries, and maintaining 10-second response SLA for premium partners across 750 cities globally.
- Acted as primary point of contact for premium Bespoke and VIP partners building trusted relationships, proactively addressing concerns, and coordinating with internal product and technical teams to resolve issues within a 24-hour SLA.
- Collaborated closely with Operations, Technology, and Finance teams sharing structured client feedback, escalating platform issues, and contributing to product improvements that directly enhanced the B2B client experience.
- Improved onboarding processes and workflows by standardizing communication templates and introducing automation (Text Blaze), reducing setup time and repeat queries by 20%
B2B Client Success & Operations Specialist
Etihad Airways
Abu Dhabi
03.2022 - 04.2025
- Managed 80+ daily B2B and B2C client interactions qualifying needs, guiding platform navigation, and resolving technical and account issues with 95% first-contact resolution and 92–95% CSAT, exceeding targets by 15%. • Coordinated with cross-functional teams on complex issue resolution writing clear issue documentation, following cases through to completion, and contributing to a 20% reduction in repeat contacts.
- Demonstrated a consistent learn-it-all mindset rapidly adopting new systems, processes, and tools, and proactively taking ownership of continuous improvement initiatives across the team.
Sales & Client Onboarding Coordinator
Expo 2020 Dubai / Baker Langham
Dubai
09.2022 - 01.2023
- Exceeded monthly sales targets by 15% by qualifying in bound B2B and B2C opportunities, leading commercial discussions, and onboarding partners through a consultative sales approach.
- Resolved 150+ weekly client queries across email, phone, and chat with 92% first-contact resolution demonstrating the ownership mindset and proactive problem-solving 360dialog values in its team members.
Premium Client Specialist
Rosewood Hotels and Resorts
Abu Dhabi
02.2017 - 06.2022
- Managed premium partner and VIP client relationships across 200+ monthly accounts, serving as the primary point of contact for setup, onboarding and service coordination achieving 98% client satisfaction and 20% growth in repeat business.
- Identified upsell and expansion opportunities within existing partner portfolios, driving incremental revenue growth through consultative engagement and a deep understanding of each Client's evolving business needs.
Education
BSc - Business Administration
University of The People
HND -
Narh-Bita College
High School Diploma -
College SHS
Skills
Client Onboarding & Platform Setup
WhatsApp Business
Inbound Lead Qualification
Premium Partner Relationship Management
Product Team Collaboration & Feedback
B2B Client Success & Retention
Technical Issue Escalation & Resolution
Language
- English (C2) - written & spoken
Tools And Systems
- Messaging & Channels: WhatsApp Business (daily professional use) · Live Chat · Email · Phone / VoIP · OpenPhone · Slack
- API & Technical: Meta Business Suite · WhatsApp Business API (WABA) actively learning: templates, webhooks, Postman basics · 360dialog platform (self-study)
- CRM & Support: Intercom · Zendesk · HubSpot Service Hub · Freshdesk
- AI & Automation: Claude · ChatGPT · Text Blaze (response automation) · ClickUp AI agent · Grammarly · Loom · Zapier (in progress)
- Productivity: Google Workspace · Notion · ClickUp · Microsoft Office · Asana · Trello
Certification
Meta Blueprint- WhatsApp Business Platform for Developers
Timeline
Client Onboarding & Success Specialist (Contract)
Rolzo Luxury Global Chauffeur Platform
07.2025 - 03.2026
Sales & Client Onboarding Coordinator
Expo 2020 Dubai / Baker Langham
09.2022 - 01.2023
B2B Client Success & Operations Specialist
Etihad Airways
03.2022 - 04.2025
Premium Client Specialist
Rosewood Hotels and Resorts
02.2017 - 06.2022
BSc - Business Administration
University of The People
HND -
Narh-Bita College
High School Diploma -
College SHS