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Olivia Coleman

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Chief of Staff at Quartz Cloud · Customer operations

Works at
Quartz Cloud
Location
Philadelphia, PA · ET (UTC-5)
Experience
6+ years experience
Education
Harvard Business School
Languages
English, Spanish
Message Connect

Overview

I've spent 6 years on customer operations - first at Deloitte, now at Quartz Cloud. Brought support first-response time from 29 hours to under 1. Before that: Robinhood and Boston Consulting Group. Most at home with customer support and quality. I write a small newsletter about customer operations.

Good reasons to reach out
  • Questions about customer operations
  • Thoughtful intros to people in my field
  • Second opinions on customer support decisions
Please don't message about
  • Generic networking requests
  • Agency or outsourcing pitches
Skills
qualityworkforce planningcustomer supportautomationZendesk

Experience

  1. Chief of Staff
    May 2026 - Present
    Quartz Cloud · 6 mo · Full-time · Philadelphia, PA
    • Brought support first-response time from 20 hours to under 1.
    • Cut cost per order by 27% with routing and staffing changes.
  2. Operations Manager
    Jun 2024 - May 2026
    Robinhood · 1 yr 11 mo · Full-time · Philadelphia, PA
    • Cut cost per order by 40% with routing and staffing changes.
  3. Operations Associate
    Apr 2022 - Jun 2024
    Boston Consulting Group · 2 yr 2 mo · Full-time · Philadelphia, PA
    • Built the privacy programme for launches in 15 countries.
  4. Operations Associate
    Oct 2020 - Apr 2022
    Deloitte · 1 yr 6 mo · Full-time · Philadelphia, PA
    • Secured 3 payments licences.
    • Built the privacy programme for launches in 27 countries.

References

No references yet.

Education

  1. Harvard Business School
    MBA, Business Administration
    2020 - 2022
  2. Harvard University
    AB, Operations Research
    2016 - 2020

Details

Compensation expectations
What they are targeting for their next role.
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