Hire the Best Customer Experience Research

Top 1% Expert-Vetted Research Consultant | Former VP Research, 12 Years Experience Trusted by Fortune 500, startups, nonprofits, entrepreneurs, SMBs Top Rated Plus on Upwork Award-Winning Researcher (NASPA NOW Award, Geneva Ray ORATE Award) 60+ studies designed (case study, quasi-experimental, RCT, mixed-method) 100+ focus group and in-depth interviews conducted $4 million+ in grant-funded projects managed I'm Dr. Annie Cole, EdD, the founding CEO and Principal Research Consultant at Praxia Insights, a global research agency. I offer end-to-end research support to academics, businesses, and nonprofits. Market/Product/UX Research Competitor/Gap Analysis/TAM Academic/Grant Research Instrument/Assessment Tool Development Program Evaluation Focus Group/In-Depth Interview Survey Data Analysis/Dashboard Rapid Cycle Testing Customer Segmentation/Personas/Journey Maps Landscape Analysis Literature Review Funnel/Website/Social Analytics Conversion Rate/CTR Optimization Executive Report Annual Report Brief/Infographic Pitch-Ready Slide Deck EXAMPLES OF MY WORK: 1. Ran several focus groups to help an online Saas company identify user perceptions when scrolling the company website, which led to major insights into why users weren't signing up for consultation calls. 2. Helped an edtech startup land their first federally-funded EIR grant for over $3 million in funding across 5 years. 3. Developed and ran a user feedback survey to collect customer feedback at 6 months and 1 year after their paid experience with the company. Data was used to show evidence of programmatic impacts to major funders and donors. 4. Designed the first annual report for a nonprofit, which was shared with stakeholders and funders to share impact data and build brand credibility. **FEEDBACK FROM PREVIOUS CLIENTS** "Absolutely fantastic to work with ! Dr Annie is a rock star 🌟 looking forward to more projects together." "This is our 2nd time working with Annie. She was very prompt on her communication. We were able to meet and get an understanding of the project. I got consistent updates on participants, schedule, and changes. Overall it was a very thorough project. Definitely recommend her for doing any focus groups!" "Very good work. I received very good feedback from members of my target audience and now have a report I can show to our executive board to propose new changes." MY BACKGROUND & EXPERIENCE: • BS Psychology, EdD Educational Neuroscience • Previous journal review board member for NASPA, JSARP, & JWG • Social and Behavioral Responsible Conduct of Research, CITI Training • Conflict of Interest, CITI Training ***** If you've read this far... it might make sense to jump on a call with me! Let's set up a free consultation call so I can better understand your unique project needs. Dr. Annie Cole, Ed.D. Founding CEO, Principal Research Consultant Praxia Insights

💼 Top Rated Freelancer | 100% Job Success | UX & Customer Experience Auditor I help companies improve their websites, mobile apps, and digital customer journeys by identifying usability issues, friction points, and service gaps before they impact customer satisfaction and revenue. My background combines Customer Experience, Aviation Operations, Manual QA Testing, Mystery Shopping, and AI-powered support optimization, allowing me to evaluate digital experiences from both a technical and real customer perspective. Instead of simply reporting bugs, I deliver structured, executive-ready reports that help businesses understand **why users struggle, where they abandon the journey, and which improvements should be prioritized first.** Core Services 🔍 UX & Customer Journey Audits I evaluate websites, mobile apps, and digital platforms as a real customer would. Deliverables include: • Executive Summary • Customer Journey Review • UX & Usability Findings • Annotated Screenshots • Severity Assessment (High / Medium / Low) • Prioritized Recommendations ✅ Manual QA Testing • Functional Testing • Regression Testing • User Acceptance Testing (UAT) • Website & Mobile App Testing • Cross-browser and device validation 📊 Customer Experience & Mystery Shopper Evaluations • Digital Mystery Shopping • Customer Journey Analysis • Service Quality Audits • Customer Support Evaluation • CX Diagnostic Reports ✈️ Aviation & Airline Claims Consulting Leveraging extensive experience in airline operations and passenger rights support. Services include: • Airline Claims Analysis • Passenger Rights Documentation Review • Service Recovery Strategies • Operational Process Review 🤖 AI Support & Workflow Optimization • AI Chatbot Testing • Conversational Flow Evaluation • Spanish Voice Data Collection • Customer Support Workflow Optimization What Clients Receive ✔ Executive-level reports ✔ Actionable recommendations ✔ Visual evidence with annotated screenshots ✔ Clear prioritization of issues ✔ Business-focused insights—not just bug lists I enjoy helping businesses see their products through the eyes of real users and transforming those observations into practical improvements that enhance customer experience, reduce friction, and support business growth. If you're looking for someone who combines analytical thinking, customer experience expertise, and structured reporting, I'd love to learn more about your project. Send me a message, and let's build a better experience for your users together. 😊

I'm an Argentinian who was born in China, speak Chinese, Spanish and English, graduated from CUPL. I am a patient and reliable person, a fast learner who be able to master quickly new knowledge. I care details and accuracy. I'm familiar with Sourcing, Customer Support, Virtual Assistant, Online Advertising Industry(iPhone and Android Media purchase and Sales), Database building and Analysis(especially in Social Media: FB, IG, Twitter, Linkedin, Weibo, Wechat etc), Online Researching, Admin & Personal Assistant, Translation etc. I have rich experience in these jobs above mentioned.

I am a senior market research and customer insights consultant with 18+ years of experience supporting technology, infrastructure, consumer, and B2B organizations across Southeast Asia and international markets. I specialize in end-to-end research design and insight synthesis — helping teams frame the right questions, analyze complex data, and translate findings into clear, decision-ready recommendations. My recent work includes: • Technology & digital research involving qualitative interviews and multi-market insight synthesis to support product, marketing, and strategy teams. • Infrastructure and transport studies, including stakeholder interviews, behavioral insights, and synthesis relevant to urban planning and public-sector decision-making. • Construction and building materials research, covering distributor dynamics, contractor decision drivers, brand perception, and after-sales experience in B2B environments. I work with consulting firms, research agencies, startups, and in-house teams, and I am often engaged where projects are complex, timelines are tight, and clarity is critical. Clients value my ability to structure ambiguity, manage stakeholders, and deliver insights that are practical, not just descriptive. What I help with: • Market and customer research (B2B & B2C) • Qualitative research (IDIs, FGDs, online interviews) • Survey design and analysis • NPS, CSAT, and CX diagnostics • Personas, Jobs-to-Be-Done (JTBD), and journey mapping • Go-to-market and opportunity assessment • Insight synthesis and executive-ready reporting Methods & tools: Qualitative coding & thematic analysis • Survey design • Cross-market synthesis • Insight frameworks • Notion • Research platforms If you’re looking for a researcher/strategist who can connect insights to real business decisions, I’m happy to explore how I can support your project. Let’s work together to unlock clarity, direction, and growth through research. 📩 Send me a message, and let’s talk about your next big move!

I'm a detail-oriented content creator and audio transcription specialist with a passion for clear communication and quality work. I run a professional YouTube channel focused on motivation and inspiration, where I write scripts, edit videos, and manage the entire content production process. I also offer accurate and fast audio transcription services in both English and Arabic. Whether you're looking for content creation, transcription, or scriptwriting support, I'm here to deliver professional results, always on time. Let’s work together to bring your message to life!

🟢 Hi! Running a Shopify store means more than fulfilling orders, it means delivering an experience that keeps customers coming back. I help Shopify and eCommerce store owners turn everyday customer interactions into opportunities to build trust, strengthen brand reputation, and increase customer loyalty. With 4+ years of experience supporting Shopify and eCommerce brands, I work as an extension of your team, delivering professional, solution-focused customer support while you stay focused on growing your business. From answering pre-purchase questions to resolving post-purchase concerns, I ensure every customer receives the same level of care and professionalism that you would provide yourself. 🚀 Shopify & eCommerce Services ✔ Customer Service & Customer Support ✔ Email Support & Live Chat Support ✔ Order Processing, Tracking & Order Management ✔ Refunds, Returns, Exchanges & Cancellations ✔ Chargeback Assistance & Dispute Documentation ✔ Subscriptions Management ✔ Shopify Draft Orders & Discount Management ✔ Customer Account Updates ✔ Shipping Delays & Delivery Resolution ✔ Supplier Communication & Fulfillment Coordination ✔ Trustpilot Review Management ✔ Social Media Customer Support 📈 How I Add Value To Your Business Instead of simply replying to tickets, I help businesses: • Reduce customer response times • Improve customer satisfaction • Resolve issues before they become chargebacks • Protect brand reputation • Increase customer retention • Deliver consistent support using SOPs and workflows • Handle high-volume email and live chat queues efficiently 🛠️ Platforms & Tools 🛍️ eCommerce: Shopify, WooCommerce 💬 Support Platforms: Gorgias, Zendesk, Gmail, Freshdesk, Help Scout, Reamaze, Trengo, Zoho CRM, Richpanel, eDesk, Comslayer, Intercom & Crisp 👥 Collaboration: Slack, Discord, WhatsApp, Skype, Lark & WeChat 🚛 Shipping: USPS, UPS, DHL, FedEx, 17Track, Parcel Panel, YunExpress & PostNL ⭐ Why Clients Choose Me ✔ Flexible Availability Across Different Time Zones ✔ 5+ Years of Shopify & eCommerce Experience ✔ Strong Shopify Admin Knowledge ✔ High-Volume Email & Live Chat Experience ✔ Professional & Empathetic Communication ✔ Calm Under Pressure ✔ Detail-Oriented & Solution-Focused ✔ Reliable Long-Term Team Member 🌍 Global Customer Support Supporting customers worldwide requires more than translation, It requires clear, natural communication. I use ChatGPT and DeepL to assist customers in multiple languages while maintaining your brand's tone, improving customer satisfaction, and creating a consistent support experience across international markets. I don't simply answer customer emails. I represent your brand, solve problems before they escalate, protect customer relationships, and create experiences that encourage customers to buy from you again. If you're looking for someone who will care about your customers as much as you do, I'd love to become a valuable part of your team.