RACHAEL FREEMAN
SALES • CUSTOMER EXPERIENCE • OPERATIONS • GROWTH
rachaellouisefreeman@gmail.com • (619) 335-7623 • San Diego, CA
OVERVIEW
My career has always lived at the intersection of people and process.
I’ve spent 10+ years working across sales, customer experience, operations, eCommerce and growth, building strong client relationships while improving the systems and processes behind them.
Today, I work in private aviation across charter sales, trip support and operations, managing the client journey while also building the systems behind it, including a new CRM built from the ground up.
Across industries, my approach stays the same: understand the customer, find what isn’t working, and build a better way forward.
How I Think
I’m naturally drawn to the “why isn’t this working?” side of things.
Whether it’s onboarding, customer communication, or internal workflows, I focus on where things break down, remove friction, and rebuild systems in a way that’s simpler, more scalable, and easier to manage over time.
It’s shaped how I approach both customer experience and operations — building systems that don’t just work today, but continue to hold up as businesses grow.
KEY ACHIEVEMENTS
97% YoY Client Retention
Maintained across 500+ client accounts through lifecycle systems and proactive engagement
250,000+ Orders Fulfilled
Scaled high-volume eCommerce operations with a 0.3% fulfillment error rate across 3PL, in-house, drop shipping and online platforms
$10M+ Revenue Generated
Built and scaled direct-to-consumer product lines across multiple brands and platforms
78% Onboarding Conversion
Improved customer adoption through structured onboarding systems and workflows from 43% to 78%
500+ Clients Supported
Managed SMB and mid-market Subscription based Saas-Like accounts across recruiting, marketing, and licensing divisions
30% Increase in Repeat Purchases
Strengthened customer retention through post-purchase experience and lifecycle improvements
WORK EXPERIENCE
SCHUBACH AVIATION
Private Aviation Sales, Trip Support & Operations | 2026–Present
Working across charter sales, trip support, and operations in a high-touch private aviation environment, managing client requests from initial inquiry and aircraft selection through quoting, booking, and trip execution.
Alongside the client-facing role, built the company’s new CRM from the ground up to connect sales, trip support, and client information while creating more organized and scalable internal workflows.
- Manage charter inquiries, aircraft sourcing, quoting, follow-up, and booking from initial request through confirmed travel
- Build and maintain high-touch client relationships, providing responsive, personalized support throughout the charter journey
- Coordinate trip details from booking through execution, bridging charter sales and trip support
- Built the company’s new CRM from the ground up, connecting sales, trip support, client information, and internal workflows
- Develop and streamline operational processes to improve organization, communication, and visibility across teams
- Create and improve internal documentation and SOPs to support more consistent, scalable processes
- Identify workflow gaps and implement practical solutions that improve both the client experience and internal operations
This role brings together the client-facing and operational sides of my experience, combining sales and relationship management with the systems, processes, and structure that support a high-touch private aviation experience.
WRIGHT BROTHERS, INC.
Customer Experience & eCommerce Operations Leader · (Remote) 2015–2025
Led customer success and lifecycle systems across multiple divisions, including recruiting, marketing, licensing, and eCommerce, while also managing a high-volume DTC product operation.
Focused on onboarding, retention, and customer experience, building scalable systems that supported growth across both customer success and eCommerce environments.
- Managed 500+ SMB and mid-market client accounts, serving as the primary point of contact across multiple communication channels
- Increased onboarding conversion from 43% to 78% by building structured onboarding systems, proactive touchpoints, and a 30-day adoption plan
- Maintained 97% client retention through lifecycle communication, relationship management, and consistent engagement strategies
- Reduced first response time by 90%, from 6 hours to under 30 minutes, by improving support workflows and communication systems
- Built onboarding documentation, lifecycle messaging, and engagement systems that improved long-term client adoption and success
- Identified product friction and partnered with Product, Dev, and QA teams to improve usability and reduce support volume
- Developed scalable customer success processes that supported growth without increasing operational complexity
- Balanced customer success operations with a high-volume eCommerce environment, ensuring consistency across both business lines
This experience shaped how I approach both customer success and operations — focusing on building systems that reduce friction, improve clarity, and support long-term growth without breaking as complexity increases.
GORILLA GOODIES
Ecommerce Operations & Product Manager · 2016–2025 (Hybirid)
Led the full eCommerce operation, managing everything from product development and manufacturing through to fulfillment, customer experience, and post-purchase systems.
Operated in a high-demand, fast-moving environment driven by viral products, requiring speed, adaptability, and strong operational control to maintain consistency at scale.
- Scaled DTC operations to 250,000+ fulfilled orders while maintaining a 0.3% fulfillment error rate
- Launched and managed 40+ products across Shopify, Amazon, and Etsy, generating $2M+ in revenue
- Increased repeat purchase rate by 30% through improved product presentation, packaging, and post-purchase communication
- Built and managed product listings, inventory systems, vendor coordination, and fulfillment workflows
- Implemented email and SMS automation systems supporting acquisition, retention, and customer engagement
- Managed demand spikes driven by viral products while maintaining operational consistency and customer experience
- Analyzed performance data across Shopify, GA4, and support logs to identify friction and improve conversion
- Developed operational systems that supported rapid scaling without breakdowns in fulfillment or customer experience
This experience taught me how to move quickly, manage multiple priorities at once, and maintain attention to detail in high-volume environments where both speed and accuracy matter.
MASTERKEY ACADEMY
Course Creator • (Remote) 2024 – 2025
Designed and launched a structured AI training program for professionals, including top-performing real estate agents, focused on making tools like ChatGPT, MidJourney, and DALL·E practical and usable in day-to-day workflows.
- Built the full course end-to-end, including scripting, recording, editing, and publishing all training content
- Designed structured learning paths that simplified complex AI tools and improved user adoption
- Created templates, prompts, and resource libraries to support different learning styles and real-world use
- Managed all customer support and user communication, providing timely, thoughtful guidance while continuously refining content based on feedback
This experience reinforced my ability to take complex, evolving tools and translate them into clear, usable systems that people can confidently apply in real-world scenarios. It also strengthened my approach to customer support, focusing not just on answering questions, but on improving the overall experience to reduce confusion and increase long-term adoption.
SOW & GROW CO.
Freelance Digital Strategist • (Remote) 2025 – Present
Support small businesses and early-stage teams by improving customer journeys, onboarding clarity, and marketing systems while staying hands-on with evolving tools, AI workflows, and platform updates.
- Build and refine websites on WordPress, Shopify, and Wix to improve usability and conversion
- Design lifecycle email flows and customer communication systems
- Create onboarding materials, templates, and support resources
- Streamline workflows using automation tools and lightweight systems
This work has shaped how I approach building — focusing on clarity, simplicity, and making sure everything created can actually be used, maintained, and improved over time.
PROFICIENCIES & SKILLS
Customer Success Strategy
Lifecycle & Retention Systems
Onboarding Optimization
Operational Scalability
Customer Journey Mapping
Process & Workflow Optimization
Customer Onboarding Systems
Cross-Functional Collaboration
eCommerce Operations
Product Launch & Fulfillment
Conversion Optimization
Post-Purchase Experience
Data & Performance Analysis
Stakeholder Communication
TOOLS & PLATFORMS
Project Management: Asana, ClickUp, Trello, Basecamp, Monday.com, Zapier
E-commerce: Shopify, Amazon, Etsy, eBay
Manufacturing & Supply: Alibaba, Printful, Printify, GS1
CRM & Support: Zendesk, Intercom, Salesforce, HubSpot, Pipedrive
Payments: Stripe, Recurly, Authorize.net
Marketing: Google Ads, Meta Ads, Klaviyo, Mailchimp, Amazon Ads
Design: Canva, Photoshop, MidJourney, DALL·E
Comms & Scheduling: Slack, Zoom, Aircall, Loom, Calendly
Web & Video: Squarespace, Wix, WordPress (basic), Camtasia, Final Cut Pro
Workflow & Methodology: Agile, Scrum, Sprint Planning, Traction/EOS
LET'S WORK TOGETHER
If you’re looking for someone who can make things work better — for your team and your customers — I’d love to connect.