Hire the Best Elance Specialists

I am a bilingual customer support professional (Fluent English, Native Arabic) with proven experience in customer service, ecommerce tools, content creation, and AI-powered workflows. I am also tech savvy and digitally savvy, with an entrepreneurial mindset that puts customer satisfaction first. My background includes hands-on experience handling support tickets, live chat, email, and phone inquiries. I have worked with the most sought-after platforms on Upwork, including Shopify, Gorgias, Zendesk, Intercom, Freshdesk, Reamaze, HubSpot, Trello, Asana, ClickUp, Slack, and Discord. I use AI tools like ChatGPT to automate responses, reduce ticket volume, and improve resolution times. I treat every customer interaction as an opportunity to build loyalty and increase lifetime value. I proactively identify checkout issues, upsell relevant products, create knowledge base articles to deflect tickets, and turn negative feedback into positive outcomes. My environment is professional: quiet, stable internet, dedicated workspace. You will find that I do not just answer questions. I analyze support data to help you improve your product and reduce future tickets. I am an entrepreneur at heart, so I take full ownership of your customer experience. Your success is my priority. Let me help you scale your support operations and grow your business. Invite me to your job or send a direct message to discuss how I can add value to your team.

Senior customer support and CX automation specialist with 10+ years supporting SaaS platforms in English, French, and Italian. I run Intercom and Zendesk, build and optimize Fin AI workflows, and turn messy support operations into systems that resolve issues instead of just closing tickets. Most support agents close the ticket and move on. I fix the underlying problem: I reproduce the bug, file the Jira report, escalate cleanly to engineering, and write the macro or SOP so it never becomes 50 tickets next month. Across roles at Microsoft (Outlook mobile), Duolingo English Test, FLiiP, and now Propulse, I've handled 100 to 150 tickets a day at Tier 3, investigated fraud and payment disputes, and mentored teammates. What I bring: AI and automation: Fin AI configuration and optimization, conversational support design, workflow and macro building, CSAT systems, support reporting and analytics. Platforms and CRMs: Intercom, Zendesk, HubSpot, Helpshift, Salesforce, Freshdesk, Jira, Airtable, Notion, Slack, Fireflies, Google Workspace, Trustpilot. Payments and billing: Stripe, Paysafe, Bambora, plus crypto and exchange support (Binance, Kraken, Alipay), refunds, disputes, and fraud investigation. Documentation and QA: training docs, SOPs, internal FAQs, knowledge base articles, bug reproduction, feature testing, and engineering handoff. Certifications: CompTIA A+, Network+, Security+, Google Cybersecurity, Google Project Management, IBM Technical Support Fundamentals, plus Intercom Support Agent and Support Manager. What I'm looking for: a long-term role with a company building something real, not a one-week task. If you want a support function that actually reduces ticket volume and keeps customers, let's talk.

Customer Service Expert with 10 years of experience, specializing in delivering high-quality support through phone, email, and live chat. I am skilled in resolving customer issues, managing inquiries, maintaining clear communication, and providing exceptional customer satisfaction across different industries. I am experienced in eCommerce, where I have supported customers using platforms like Zendesk, Shopify, WooCommerce, and HubSpot, this includes everything from handling tickets and tracking orders to processing refunds and updating CRMs. I have a strong attention to detail, quick response times, and clear, friendly communication. I can handle high volumes of inquiries while multitasking, all while maintaining consistency and accuracy. In addition to customer support, I am also experienced in virtual assistant tasks, including appointment scheduling, and managing professional communication. I bring the same level of efficiency. I care about customers and know how to engage with professionalism. I am excited about the opportunity to support you!

Integrated systems rarely break on the first successful API call. They break three weeks later: a failed Shopify webhook, an ERP order that never synced, a CRM contact missing from the pipeline, or POS inventory that no longer matches the store. I build and fix the middleware/API layer behind those systems. My strongest work is around Shopify, ERP, CRM, POS, and Laravel-based backend systems where product data, orders, inventory, customers, payments, and reporting all need to stay aligned. What I usually handle: - Shopify / Shopify Plus integrations and custom commerce workflows - ERP and CRM syncs: Acumatica, Salesforce, Zoho, HubSpot, SAP-style systems - POS and inventory workflows: Clover, store operations, loyalty, order flows - Laravel/PHP middleware, APIs, webhooks, queues, cron jobs, retries, and logs - Admin dashboards, reporting panels, and operational data models - Production debugging where the issue is hidden across multiple systems Relevant background: - Built and supported systems handling 24k+ products, 3M+ users, and 2,000+ locations - Led technical delivery across teams of 20+ - Worked across Shopify, Shopify Plus, Magento, BigCommerce, Acumatica, Salesforce, Zoho, Clover POS, Laravel, REST/GraphQL APIs, PostgreSQL, MySQL, AWS, Firebase, and payment systems I also take on SaaS MVPs and React Native app work when the project depends on backend architecture, integrations, subscriptions, analytics, or production stability. If your store, ERP, CRM, POS, or internal dashboard is held together by fragile syncs and unclear data flow, I can help trace where it breaks and make the system reliable.

If your support volume is growing faster than your systems—or your team is drowning in tickets that should never reach a human—that's exactly the problem I fix. I've spent 8 years inside CX operations across SaaS, eCommerce, EdTech, and video gaming. Not in a strategy role—hands-on. Building the systems, running the inbox, training the AI, fixing what's broken, and staying long enough to make sure it holds. I approach every engagement the same way: understand what's broken before building anything. That means auditing support flows, ticket patterns, and where customers get stuck—then fixing the right things, not just the obvious ones. At SquadTrip, I was the only CX person at a 7-person startup for 6 months. I built their VoC program, redesigned onboarding, launched a Fin AI Agent that resolved 55% of tickets automatically, and grew activation 2.3x. At Leya AI, I migrated their full support stack from Zendesk to Intercom, built a self-serve ecosystem, and moved CSAT from 69% to 91% — with 61% self-service resolution — over 15 months. On the eCommerce side, I set up Intercom and Shopify for Try Doggo Labs at launch and am building end-to-end support operations for an active fitness eCommerce brand. At Manifest Movies, I set up their Intercom + Stripe system from day one. At Arise Gaming, I led a 110-member global support team across EMEA, LATAM, and APAC. CSAT went from 79% to 92%. FRT dropped from 3 hrs to 1.48 hrs. I don't hand over a plan and disappear. I stay, run the system, improve it, and make sure it outlasts my involvement. What I typically own in a long-term engagement: - Customer support operations — inbox setup, team inbox structure, routing rules, SLA configuration, escalation logic, macros, quality - Fin AI Agent — Procedures, Simulations, resolution rate optimization, and AI Copilot configuration for human agents - Voice of Customer programs—CSAT, NPS, CES surveys, ticket tagging, user interviews, closed-loop feedback to product, churn signal tracking - Self-serve support and ticket deflection—Help Center structuring for AI, knowledge base, in-product help triggers, support deflection strategy - Customer journey mapping — identifying drop-off points, friction, and moments of truth across the full lifecycle - Lifecycle emails and customer lifecycle management—onboarding, activation, retention, re-engagement, A/B testing - Automation—Intercom Workflows, Make, n8n, Zapier, support automation - Service design—repeatable, scalable processes and SOPs teams can actually follow - Monthly reporting — turning CX data into clear insights for founders and leadership For shorter setup and implementation projects, I build: - Intercom from scratch—inbox configuration, team inboxes, routing rules, Workflows, automations, Help Center, Fin AI agent procedures, and Simulations - Zendesk setup—Zendesk Messaging, skill-based routing, SLA configuration, triggers, macros, Knowledge Base - Platform migrations — Zendesk to Intercom and reverse - Shopify + Intercom integrations for eCommerce support automation — order lookups, returns, shipping queries, escalation guardrails - Fin AI Agent and Zendesk AI implementation for SaaS, EdTech, and eCommerce products - CX audits—structured review of support flows, ticket patterns, and escalation logic, delivered as a clear action plan Recent setup work: - Manifest Movies — Intercom setup and CX project management for a streaming platform - Try Doggo Labs—Full Intercom setup for an eCommerce launch including macros, Help Center, routing, and tags - Fitness eCommerce startup (active)—Building end-to-end customer support operations, including Intercom setup, Workflows, and automations Results that matter: - 2.3x activation growth — SquadTrip (SaaS) - 61% self-service resolution — Leya AI (EdTech) - CSAT 69% → 91% — Leya AI - 72% support automation rate—Leya AI VoC revamp - CSAT 79% → 92%, FRT cut from 3 hrs to 1.48 hrs—Arise Gaming (Video Gaming) - 80% reduction in hold time — Arise Gaming - +14 pts email open rate on onboarding lifecycle emails—SquadTrip Tools: Intercom (Certified) | Zendesk | Fin AI Agent | Make | Shopify | Hotjar | Google Sheets | Slack | Claude | SQL (basic) | CX/CS Management If you want someone who'll stay and run your CX — not just set it up and leave — I'd love to hear what you're working on.

Welcome to my profile! I always aim to provide not just support, but real value. I take the time to understand what a client needs, suggest improvements whenever possible, and remain committed to delivering consistent results. Top rated plus freelancer with an eye for proper protocol. Programmer emphasizing efficiency. Web Developer with attention to detail. Are you merely content with a pretty-looking website, or are you in search of a digital asset that can actively grow your business? Hi, I'm Loieto, but you can call me Louie. I'm a web developer, designer, and programmer with a passion for creating online experiences that go beyond the ordinary. I don't just build websites; I engineer platforms optimized for converting casual browsers into loyal customers. Utilizing proven strategies in UI/UX design and targeted call-to-actions, I deliver solutions that not only look good but also perform. Let's turn your website into your best salesperson. Starting out online with just a few ideas? No problem! I’m here to guide you. I’ll help turn your ideas into a clear plan, suggesting the best tools and asking questions to help you think more deeply about what you want. If you’re unsure about the look and feel of your site, we can look at other sites you like for inspiration. I have special questionnaires to understand exactly what you need, making the start of building your website smooth and stress-free. I also use a special checklist to make sure every important part of your site is perfect. For over a decade, I've dedicated myself to designing top-tier websites that marry visual allure with unparalleled functionality. My approach hinges on truly understanding your business's core and ensuring the website resonates deeply with your objectives and audience. From responsive designs to cross-browser compatibility, every site I craft stands as a testament to precision and innovation. As you review my profile, you might notice a number of jobs listed as "in progress." Most of these, however, are not actively ongoing. I'm mindful about not closing these contracts myself due to the potential impact on my Job Success Score (JSS). It is often advised that having clients conclude contracts is preferable, as it encourages them to leave feedback, which is crucial for a freelancer's reputation on Upwork. Though I have successfully completed many projects and received payment, some clients have not taken the step to formally end the contracts or leave feedback. I have made polite and periodic attempts to contact them for closure and reviews, often without receiving a response. There are also instances where clients have ceased communication, possibly moving away from Upwork. Despite these challenges, I am fully committed to delivering quality work on every project I undertake. Please be assured, these open contracts do not reflect my dedication to my work or my ability to deliver high-quality outcomes. I am proactive in communication, strive for excellence, and only accept projects I am confident I can successfully complete. I am well-versed in different popular content management systems and website builders, including: ● WordPress ● WebFlow  ● Shopify  ● ClickFunnels  ● Moodle ● Kajabi  ● Kartra  ● Hubspot I have experience with a wide variety of WordPress themes. These are my favorite page builder themes and plugins: ● Divi ● Elementor ● Oxygen ● Beaver ● Enfold My primary areas of expertise include: ● PSD/Figma to WordPress using a template ● WordPress website design from scratch ● Existing website retouching and customization ● Interpret website and product mockups and wireframes ● WordPress + Woocommerce setup ● Shopify development ● Git and Github ● ClickFunnels/Kartra landing page design ● Malware and exploits clean-up ● Backup restoration ● Website migration from one hosting provider to another ● Website speed optimization and adhering Google standards ● Locking down and hardening Wordpress website ● Full website administration ● Custom Google Maps integration (API) ● Video Creation ● Full technical site audit ● SEO keyword report I have a strong mastery of written and oral communication skills and excellent interpersonal skills to create marketing materials that convey value and satisfaction to my clients. Think I would be perfect for your project? Let's talk!