I am a Customer Support and Technical Support Specialist with more than three years of experience supporting SaaS platforms, ecommerce brands, and remote customer operations. I handle customer communications across email, live chat, phone, SMS, and WhatsApp with a focus on timely, accurate, and professional resolution.
I have experience managing support tickets, troubleshooting technical issues, processing orders, tracking shipments, handling refunds and returns, and escalating complex cases. I maintain detailed customer records and documentation to help teams provide consistent service.
I specialize in CRM administration and support automation using platforms such as Zendesk, Gorgias, Freshdesk, HubSpot, GoHighLevel, and Shopify Inbox. I build structured workflows that improve follow-up, lead management, onboarding, and customer communication.
My automation experience includes n8n, Zapier, Make.com, Twilio, APIs, and AI-powered receptionist systems for calls, chat, SMS, and WhatsApp. These systems help reduce missed inquiries, lower manual workloads, and improve response times.
I have reduced response times by more than 35% through process improvement and automation while supporting multiple client accounts. I am comfortable working independently in remote, fast-paced environments and collaborating across support, operations, and technical teams.
Respond to customer inquiries and support requests through email, live chat, and phone in a timely and professional manner. Maintain accurate customer records in CRM tools and ensure information remains consistent across active accounts.
Process orders, track customer requests, and send follow-up communications to keep customers informed and satisfied. Document recurring issues and resolutions to help teams answer repeat questions faster and more consistently.
Provide multi-channel customer support for ecommerce, SaaS, and agency clients using Gorgias, Zendesk, Freshdesk, and Shopify helpdesk tools. Handle order tracking, shipping issues, refunds, returns, technical troubleshooting, ticket escalations, marketplace disputes, and sensitive medical or resupply customer requests.
Build CRM lead-management, nurturing, appointment booking, and follow-up workflows in HubSpot and GoHighLevel. Automate repetitive support and operational processes with n8n, Zapier, Make.com, APIs, and AI-powered receptionists for calls, SMS, WhatsApp, and chat, reducing response times by more than 35% and lowering manual workload.
Built websites and digital systems as an independent developer for clients and personal projects. Developed an online portfolio at edencreativvstudio.netlify.app.
Supported digital system implementation and remote operational needs, developing practical web-based solutions for client requirements.
B.Sc., Computer Science
Bachelor of Science in Computer Science.
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