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 help U.S. businesses navigate SMS approval, deliverability, and compliance requirements - reducing the risk of carrier rejections, blocked traffic, and regulatory issues. I specialize in A2P SMS compliance and deliverability, including 10DLC registration, Toll-Free Verification (TFN), and TCPA/CTIA consent audits, as well as diagnosing carrier-level delivery problems. My work focuses on aligning SMS programs with current carrier and regulatory expectations so they can operate and scale responsibly in the U.S. market. If your messages are being rejected, filtered, or delayed - or you’re unsure whether your consent flow and use case will withstand carrier or legal review—I can help assess and correct the underlying issues. What I Do • 10DLC brand & campaign registration (new submissions, rejections, reclassifications) • Toll-Free Verification (TFN) setup and resubmissions • TCPA / CTIA compliance audits (opt-in flows, disclosures, opt-out handling) • SMS deliverability diagnostics (carrier filtering, content flags, throughput limits) • Platform-specific guidance (Infobip, Twilio, GoHighLevel, ClickSend, SimpleTexting) • Compliance-aware SMS automation (webhooks, triggers, rate-limiting, quiet hours)

I am a US citizen living abroad and a certified: • Zendesk Systems Administrator • HubSpot Sales Administrator • Gorgias Systems Administrator • Shopify Store Building Expert With nearly 20 years of experience in the customer support industry, I specialize in building strong, efficient, and scalable support operations. I am also the founder of Adams-BPO, an elite Gorgias partner and a recognized expert in Zendesk, Freshdesk, HubSpot, Shopify, and web development. At Adams BPO, we provide top-tier customer support teams for growing companies, including: • Full-time agents • Full-time managers • Quality assurance managers • Reporting and analytics professionals We structure every client relationship around proven processes and guarantee performance that exceeds industry standards. With Adams BPO managing your support, your customer service will thrive—and you’ll be free to focus on what you do best: growing your business. We are also AI specialists, offering custom-built AI agents tailored to your company’s needs. Our AI solutions enhance efficiency, automate routine tasks, and deliver exceptional customer experiences. Personally, I thrive in building out workflow systems and support infrastructure. My specialties include: • Building customer support departments from the ground up • Automations, triggers, and rule creation • Workflow processes and view structures • Chatbot mapping and knowledge base linking • Multi-platform integrations • Reporting and analytics for all major CRMs Platform-Specific Skills: Zendesk • Agent Interface • Zendesk Talk, Chat, and Guide • Custom views, automations, and integrations HubSpot • Pipeline structure • Workflow automations • Sequences and integrations • CRM account linking Gorgias • Rules, macros, views, automations, and AI configuration • Multi-store Shopify and platform integrations I’m also bilingual (native English and fluent Spanish), and I genuinely love both people and the platforms I work with. I’d love the chance to speak with you about how I can help you scale, streamline, or strengthen your customer support operation.

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!

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.

Hello! I’m a versatile and experienced Customer Service Professional with over 8 years of experience delivering high-quality support email, chat, and phone (inbound and outbound). Throughout my career, I’ve grown into leadership roles as a Subject Matter Expert (SME) and Team Leader, where I handled complex cases, supported team members, improved processes, and ensured consistent, top-tier service delivery. I also have solid experience as a Guest Experience Manager, managing platforms like Airbnb, Booking VRBO, and similar short-term rental channels. I handle guest communication end-to-end—from inquiries and bookings to issue resolution and reviews ensuring smooth operations and excellent guest satisfaction. I’m highly familiar with Property Management Systems (PMS) for managing listings, reservations, and daily operations efficiently. In addition, I am completing my Medical Office Assistant (MOA) program, which has equipped me to work as a Medical Virtual Assistant. I have hands-on experience in a hospital setting, working with EMR/EHR systems, coordinating patient care, and supporting administrative medical tasks with accuracy and confidentiality. I bring a strong combination of: * 8+ years of customer support experience * Leadership and team management * Short-term rental & guest experience management * Medical administrative and EMR/EHR knowledge I’m highly organized, detail-oriented, and committed to delivering exceptional service in every interaction, whether supporting customers, guests, or patients. Let’s connect and discuss how I can support your business!