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Kevin M. Status: Offline
Boise, United States
100% Job Success
Top Rated

Customer Service Expert with Startup Expertise

As a top-rated freelancer on Upwork, I like to think of myself as a customer service operations expert with a rich background experience in the field for a decade and a half. My knowledge and adventure started with Apple as a Support Mentor for seven years, then into the startup world designing and adapting different customer service teams for software, hardware, and SaaS companies. I can do anything once I understand a product and the client base. Unlike some, I believe in working on the front lines, which helps me identify opportunities and get to know your customers and users. I have experience in setting up helpdesks (Gladly, Hubspot, Helpscout, Freshdesk, Gorgias), building training curricula, coaching, project management, team meetings, review management, shipping and return logistics, troubleshooting, bug reporting, setting and establishing SLAs and KPIs, and much more. I'm always learning new tools quickly and have technical experience with many tools companies use today, like Notion, Asana, Github, and Click-up. Oh, and I do embrace AI as well! A strong customer service advisor can keep companies afloat during challenging times. I thrive on tailoring innovative solutions that enhance service quality and drive customer loyalty. I believe in collaborating with everyone in the company to contribute to the overall mission and success. I love to have a good time and enjoy partnering with engineering, marketing, and leadership departments to discuss issues and share successes. My strategic approach has led to measurable achievements, like salvaging 1-star app store reviews to 5 stars and successfully sunsetting a product line on Kickstarter and Indiegogo with minimal damage, which is going through a restructuring and product pivot. I am committed to excellent communication and collaboration, ensuring your company is recognized as providing the best customer support experience possible. Let's connect and discuss how my bespoke, result-oriented strategies can elevate your customer service experience.
Work history
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Skills

Skills

  • Email Support
  • HubSpot
  • Startup Company
  • Notion
  • Email Communication
  • Technical Support
  • Training & Development
  • HelpDocs
  • Gorgias
  • Crowdfunding Platform
  • SaaS

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