Elsa Fernandes

Bilingual English–Portuguese Operations and Administrative professional with 24+ years of international experience across Portugal, Australia, the USA, the UK and South Africa. Experienced in coordinating day-to-day operations, teams, schedules, client relationships, administrative processes and service delivery. Skilled in managing sensitive information, coordinating multiple stakeholders, maintaining accurate documentation, improving workflows and following up on time-sensitive tasks.

Highly organised, detail-oriented and proactive, with strong communication skills and the ability to work independently in fast-paced, fully remote environments.

Operations Coordinator | Administration, Scheduling & Client Support at The Cleaning House Co (26-4 – 26-9)

• Provided remote administrative and operational support to leadership and field teams, coordinating day-to-day operations, staff communication, client requests, scheduling, hiring support, and internal systems. • Coordinated staffing, site walkthroughs, client requests, and service delivery across multiple locations, ensuring schedules, staffing and operational requirements remained aligned. • Monitored outstanding tasks, proposals, follow-ups, and operational issues, ensuring deadlines were met and issues were addressed promptly. • Managed operational boards and workflows in Monday.com, keeping tasks, deadlines, responsibilities, and information organised and up to date. • Supported recruitment and onboarding by monitoring applicants, coordinating interviews, tracking candidates, and following up on onboarding activities. • Identified operational inefficiencies and recommended improvements to workflows, communication, reporting, and internal processes. • Supported the development and implementation of SOPs covering staff call-outs, no-shows, emergency coverage, client complaints, shift coverage, site opening/closing, and supervisory responsibilities. • Used Swept for staff communication, shift reporting, checklists, time tracking, and operational monitoring, and JotForm for reporting, client feedback, and administrative workflows. • Maintained professional communication with clients, supervisors, field staff, and management, ensuring issues and requests were followed through to resolution. • Worked independently in a fully remote environment while managing multiple priorities, deadlines, and stakeholders.

Personal Assistant | Freelance | Private Clients (2021 – 2026)

• Managed calendars and scheduled appointments, meetings, and commitments. • Coordinated bookings and reservations, ensuring accurate dates, times, and details. • Sent timely reminders and followed up on appointments, meetings, and other commitments. • Coordinated meeting logistics and communicated relevant information to attendees.

Operations Coordinator | Administration & Scheduling at KLM Insulation Inc (2026-1 –2026-4)

• Coordinated administrative workflows, scheduling, client communication and project follow-ups. • Maintained accurate records, spreadsheets, bank reconciliation and internal systems using QuickBooks. • Coordinated supplier purchases, material orders and delivery tracking. • Communicated with suppliers regarding availability, pricing and delivery timelines. • Managed multiple priorities in a fast-paced remote environment while ensuring timely follow-up.

Case Coordination Manager | Scheduling & Administration at Gold Heart ABA (2024 – 2025)

• Coordinated scheduling, cancellations and rescheduling for therapy services, ensuring families and therapists had up-to-date information. • Served as a primary point of contact for families, responding to questions, concerns and scheduling needs by phone, text and email. • Worked closely with therapists to coordinate cases, provide updates and address scheduling or service-related challenges. • Maintained clear communication between families and therapists to support smooth coordination of services. • Followed up on scheduling changes and case-related matters to ensure issues were addressed promptly. Administrative Assistant & Customer Service at Heath Media (2025-02 – 2025-06) • Provided administrative support, office coordination and customer service. • Managed professional email and inbox communication. • Maintained CRM records, data entry and administrative documentation. • Coordinated projects, tasks, onboarding and client follow-ups. • Conducted online research and prepared reports and documentation. • Processed payments, invoices and refunds using Stripe and QuickBooks.

Admin & Scheduling Manager at Manhattan Maids (2023 – 2025)

• Managed scheduling and calendar coordination for a distributed team. • Coordinated staff communication, onboarding and weekly meetings. • Maintained accurate scheduling and administrative records. • Provided virtual administrative and operational support. • Supported customer service and day-to-day team coordination.

Administrative Assistant & Customer Service at Rendl Light Studio (2016 – 2023)

• Provided customer support and sales assistance for European markets. • Coordinated orders, product information and client requirements. • Managed scheduling of interviews, meetings and bookings. • Provided data entry, administrative and sales support.

Master’s degree in Portuguese and English – University of Minho, Braga, Portugal (1997 – 2002)

CPE (Certificate of Proficiency in English) – University of Cambridge, England (1998 – 1998)