WRITING & EDITING | CUSTOMER SERVICE | SALES | PROJECT MANAGEMENT | OPERATIONS| ADMINISTRATIVE SUPPORT | TECHNICAL SUPPORT | FILE MANAGEMENT & ORGANIZATION | BASIC GRAPHIC DESIGN & WEBSITE SUPPORT | CUSTOMER SERVICE

PORTFOLIO UPDATES IN PROGRESS - PLEASE EXCUSE ANY BROKEN LINKS OR MISSING INFO (LAST UPDATED 3/8/24)

Work Experience Summary:

I’ve been supporting businesses in a numbers of ways for over a decade, starting off as an in-person office manager, before transitioning to remote work beginning in 2013. In 2019, I completed an in-depth training program that included an extensive week-long final exam and earned the tile of a Certified OBM™ through OnlineBusinessManager.com.

As a multi-faceted woman with a ton of skills, interests, and gifts, I've always found the dynamic nature of business to be extremely satisfying and stimulating. There's always something to do and learn. If I had to give myself a theme, it would be of "builder." Looking back, I always built systems, then once they were running smoothly enough, it was time for me to move forward. 

I've also held a few key strengths being: writing and customer service, so being able to communicate a company's message and nurture those who show interest. 

In 2021, I turned my focus towards my health & wellness career, doing occasional business projects for the next couple of years before opening myself up to larger projects and opportunities again in 2024.

This page is currently being updated, so if you have any specific questions, please don't hesitate to reach out to malana@awomanuncaged.com.

Thanks!

– Malana

Writing Experience:

My portfolio prior to 2024 were primarily ghostwriting projects for women in the personal development space: thousands of thoughtful emails for customers and dozens of email campaigns, sales pages, membership sites, standard operating procedures, company handbooks, and more.

I also provided the transcription for several multi-module live health and nutrition programs so they could be turned into recurring revenue.

Customer Service:

The bulk of my career has been customer/client-facing, primarily through email support with in-person and phone experience, as well. My duties have ranged from educating potential clients about products services, troubleshooting technical issues, and both creating and documenting SOP's.

My customer service skills have always been one of my greatest assets, often being described as warm, friendly, and personable, providing everyone with patience, empathy, and respect.

(Industry Experience: Occupational Therapy, Health & Wellness, Personal Development, Home Services)

Administrative Support:

My first major administrative support role was in 2010 for an occupational therapy office located in Sag Harbor, NY. I was given free range to setup and organize the office from scratch and created and executed the systems that supported email, filing, scheduling, billing, research, and various other administrative needs. From there, I went on to work remotely in in more administrative role.

The way I see administrative support is helping to do the things that keep the office running smoothly– whether in-person or remotely. It's the filing, emails, scheduling, invoicing, and so much more. It's all of "little tasks" that keep things running. Without it, there's no business!   

(Industry Experience: Occupational Therapy, Health & Wellness, Personal Development, Home Services)

Sales:

Sales has always come naturally to me– whether I was helping to sell products for clients via email, or writing copy to help clients sell products and services online, or even when taking discovery calls for my own business. When I believe in what I'm selling, I can sell it!

In 2022, I tried my hand at my first "formal" opportunity as an inside sale agent – a remote and seasonal position – where I helped close high-ticket contracts upwards of $20k+ for an East Coast-based concrete resurfacing company.

My goal was to sell what were essentially custom artwork installations to warm leads. Through a structured, yet casual and authentic, sales process, I explained the company's process of taking the customer's drab concrete pool deck and transforming it into a piece of beautiful artwork that looks like real flagstone, creating a warm, inviting backyard space without the need for demolition.

I was consistently provided with positive feedback around my helpfulness and friendly follow-up, with one customer remarking that selling over the phone isn't easy, and that I'd done a great job.

My personal sales approach is gentle, informative, empathetic, and non-pushy, and I prefer inbound over outbound sales.

Project Management:

My project management tool of choice was always Teamwork Project Management, so naturally, I was so excited when I learned it was also the favored tool of my OBM certification program!

It's the tool I used to help implement a project management system for a seven-figure online membership and course business, that not only helped the team manage daily tasks and program launches, but seamlessly manage customer support tickets with their in-app integration. 

It's also the tool I used to help another business streamline and grow a 6-figure service-based business from $10k-$40k months. 

2023-2024 Writing Samples

Website Refresh for Professional Organizer & Cleaner

My client Asha Ariya's copy started out a bit flat and wasn't speaking directly to her audience. Her original website also had lots of extra pages and information that she didn't feel was necessary. I agreed! After talking with her, I was able to craft an opening sentence that better highlighted what she does and and how her clients will feel, as well as write supporting copy tailored for a a simple one-page website that speaks to her ideal audience while still showcasing her skills and personality.