Hire the Best CMR Specialists

I believe in providing the kind of support that's so good your customers will tell their friends about it--and providing you the tools you need to make this happen. Looking for assistance in getting your help desk, CRM, or sales software configured from A-to-Z? I'm here for you and your business! I have more than 10 years of experience implementing customer service software for projects large and small--including for teams using phone, email, social media platforms, and chat. In addition, I believe customers judge us not on the mistakes we make, but on the type of resolution we provide for them. Often times, how we fix a customer's problem is an opportunity to gain their trust for life. I love digging into an existing implementation and looking for ways your team can be more efficient while still keeping personal touches. I excel at automation and workflow configurations and improvements. I have expertise in all major customer service systems, including Gorgias, Hubspot Service Hub, Freshdesk, Intercom, Zendesk, Front, eDesk, Zoho, Helpscout, WordPress, Podio, Pylon, and more. I also specialize in channels like Slack Connect, LinkedIn messaging, Instagram and Facebook messages, SMS, phone, voice, and more. I am also an expert at sales CRMs, including Pipedrive, HubSpot Sales Hub, Freshsales, Zendesk Sell and Zendesk Sales Suite, Salesmate, and more. Additionally, I have expert-level experience in implementations of Shopify, ShipStation, ReCharge Apps, Bold Subscriptions, ClickUp, Asana, Google Keep, MS Office, QuickBooks, WaveApps, and numerous other cloud-based solutions. I also have substantial expertise in Zoom, Skype, Microsoft Teams, and Slack for any remote team/work consultations. Finally, automation with systems like Zapier and Make are one of my key specialities. They connect anything to everything! If you can dream it, I can build it. Some popular platforms I connect are phone systems like Aircall or Justcall and signing platforms like PandaDoc. One of my key projects has been leading a customer service team for a startup coffee subscription company, which experienced 450% growth in its first year. I also personally provided, for several years, luxury customer service for an independent hotel that, according to TripAdvisor, is one of the "Top 10 rated" properties in its country. One white-glove service I also offer, on a limited basis, is expert-level customer service for high-end clients for short-term events (such as before, during, or after a Kickstarter launch). I also have a separate team of people providing fractional customer service--please ask me about this! No matter your product or service, I will study all documentation you send me to become an expert so that I can provide exemplary, tailored service for your project. I do not shy away from projects that require technical knowledge, either. In addition, I am a native English speaker and a fluent Spanish speaker. Whenever I take on a project, I work to meet and exceed all expectations and requirements, and I always meet or beat a deadline. Let's provide your customers with support they'll rave about to their friends.

I am a CRM and Customer Support Specialist with 6+ years of proven experience in HubSpot, Zoho, Salesforce, and other CRM platforms. My expertise lies in optimizing customer journeys, enhancing client satisfaction, and driving business growth through effective relationship management and seamless support delivery. ✨ Over the years, I have successfully managed high-value and VIP accounts, ensuring that every interaction is professional, efficient, and customer-focused. 🔑 Key Expertise: 🔹 CRM Management (HubSpot, Zoho, Salesforce): Skilled in implementing, customizing, and maintaining CRMs to ensure accurate data management, smooth workflows, and actionable insights. 🔹 Customer Support & Retention: Proficient in handling live chat, email, and escalations with a focus on improving retention, satisfaction, and loyalty. 🔹 Client Relationship Management: Strong track record in building and nurturing long-term client partnerships, resolving complex issues, and delivering tailored solutions. 🔹 Data Accuracy & Compliance: Experienced in organizing and safeguarding client records while maintaining confidentiality and ensuring compliance. 🔹 Communication & Problem-Solving: Adept at active listening, conflict resolution, and delivering outcome-driven solutions that enhance customer experience. I am detail-oriented, reliable, and results-driven, with the ability to work as a Customer Support Executive, CRM Administrator, or Virtual Assistant. My goal is to help businesses streamline customer operations, boost satisfaction, and build long-term loyalty. 🚀 Let’s connect to unlock the full potential of your CRM and customer support systems.

I've spent the last 9 years working on one platform: Five9. That's it. No dabbling in ten different dialers, just deep, daily work in Five9 environments across eight industries: lending, banking, finance, healthcare, home improvement, education, e-commerce, and software. Some recent client results: a 35% reduction in voicemail drops and a 32% lift in conversions for a healthcare advisory firm, roughly half the blocked outbound calls eliminated for a finance client after a full caller ID audit, and 114% revenue growth for an outbound sales team with zero new hires. Most clients see measurable improvement in the first two weeks. My specialty is outbound dialer optimization. Connect rates, abandonment, answer rates, caller ID hygiene, campaign strategy. It's where the ROI usually is. I also build real-time reporting dashboards and client portals that surface the metrics Five9's native reporting won't give you, including NodePulse, a live wallboard I've built and productized that combines floor status with per-rep conversion tracking on one screen. I integrate Five9 with Salesforce, HubSpot, GoHighLevel, or custom APIs, and automate the repetitive admin work that eats supervisor hours, with error handling built in so nothing fails silently. I'm the founder of DialNode, an independent Five9 consultancy, and I hold Five9 certifications in Inbound Admin, Outbound Admin, and Workflow Automation. The lift on your side is minimal: one Five9 user with admin and reporting roles for me and one kickoff call. Your engineers stay on their roadmap. I work best with teams running active outbound campaigns who want their Five9 domain performing, not just functioning. I build things that run.

Hi, I'm Ninah! I've spent over a decade inside DTC ecommerce brands learning exactly where customer experience breaks down and how to fix it properly. Most brands come to me with some version of the same problems: - A support stack that was set up fast and never properly configured - Automation that isn't pulling its weight or showing ROI - A team stuck reacting to volume because the systems underneath them aren't built right - No clear picture of what customers actually experience after checkout I work across the full CX stack: Gorgias, Zendesk, Intercom, Siena, Klaviyo, Loop Returns, Shopify, and more with hands-on experience building these systems end to end, including AI bot setup and optimization. What I typically help with: - CX audits and gap analysis - Platform setup, configuration, and migrations - AI bot implementation and optimization - Workflow and automation buildouts - Post-purchase experience design (returns, exchanges, retention flows, loyalty programs) - Hiring and training CS Reps Track record: - Cut resolution time by 78% and increased automation 55% while holding 98% CSAT as Head of CX at Martie, a high-growth grocery ecommerce marketplace. - Built Public Goods' customer service function from zero as the brand scaled to national recognition, maintaining 96% CSAT through rapid growth - Led a payment migration as a PM at Public Goods that cut processing costs 19% What makes me different: I've run CX departments and I've been the Product Manager on the other side of the roadmap. I can bring you the strategy and then roll up my sleeves and build it with you! I operate as a fractional resource: senior-level strategy and hands-on implementation. My deepest experience is in DTC food, beauty, and personal care. If you're curious about how I can help you, send me a message! I'd love to chat and learn about your challenges.

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

I specialize in VoIP solutions with a focus on RingCentral (EX & CX) and Zoom (Phone & CC) project implementation and ongoing support. As a subject matter expert in the field, I work with businesses of all sizes to streamline communication systems, resolve complex technical challenges, and deliver seamless transitions to cloud-based telephony. Here's what you can expect when working with me: Deep Roots in VoIP: I'm not just certified; I'm passionate about what I do. With experience in RingCentral, Avaya, Zoom and Vonage, I'm well-versed in the intricacies of these platforms both in its UCaaS and CCaaS versions. Your Time Matters: I understand that every second counts in your business. That's why you can rely on me for prompt responses and effective solutions. Who I Serve: From small startups to large enterprises, I've had the privilege of assisting businesses of all sizes. My expertise spans various industries, including law firms, universities, fitness, and finance, to name a few. Here is a list of the most common tasks I perform within a VoIP platform: Call queues / Auto Attendant - IVR Call Forwarding / Call Routing Voicemail Setup / Custom Answering Rules Porting / User setup / Limited extensions SMS Automation** (10DLC) Multi Site Call logging expert / Audit trail Announcement / Audio greetings - Voice over Desk Phone Provisioning I'm here, ready to be your partner in enhancing your communication systems. Reach out to me here on Upwork and let's start a conversation, looking forward to understanding your unique needs and finding the perfect solution for you!