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I help businesses turn raw information into clean, accurate, and usable documents and spreadsheets. Over the years, I have successfully completed 1000+ projects, delivering consistent quality and on-time results. I previously ranked in the Top 50 on Elance within 12 months of joining, reflecting long-term reliability and client trust. My core services include: * Excel data cleaning, formulas, reports, and automation * Creating and formatting spreadsheets (bank/credit card statements, expense reports, trackers) * PDF, web, and document conversion to Word or Excel * Web research and lead/email list building * Professional Word document formatting and layout I regularly work with complex Excel files, including advanced formulas, charts, validations, and structured reporting. I am detail-oriented, highly organized, and focused on delivering files that are ready for immediate use. Having lived in the United States for several years, I am very familiar with American names, locations, institutions, and business conventions. I have also worked with clients across the wordl, including Canada, Australia, UK and the Middle East. My rates vary depending on project complexity, and I am happy to discuss fixed-price or ongoing support arrangements. I value clear communication, accurate execution, and long-term client relationships.

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.

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.

🏆 Top Rated PLUS on Upwork ⭐ 100% Client Satisfaction | 100% Client Dedication 👑 BEST Virtual Assistant Services Provider on Upwork 1) Commitment 2) Persistence 3) Results 💠Let these three words sum up my experience with you in advance!*wink Still in doubt? Here's what my clients are sayin' 👇👇👇 "𝙈𝙞𝙘𝙝𝙖𝙚𝙡𝙖 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙝𝙞𝙜𝙝𝙡𝙮 𝙥𝙧𝙤𝙛𝙚𝙨𝙨𝙞𝙤𝙣𝙖𝙡 𝙬𝙝𝙤 𝙪𝙣𝙙𝙚𝙧𝙨𝙩𝙤𝙤𝙙 𝙢𝙮 𝙣𝙚𝙚𝙙𝙨 𝙥𝙚𝙧𝙛𝙚𝙘𝙩𝙡𝙮. 𝙏𝙝𝙚 𝙥𝙧𝙤𝙟𝙚𝙘𝙩 𝙬𝙖𝙨 𝙘𝙤𝙢𝙥𝙡𝙚𝙩𝙚𝙙 𝙨𝙢𝙤𝙤𝙩𝙝𝙡𝙮 𝙖𝙣𝙙 𝙖𝙝𝙚𝙖𝙙 𝙤𝙛 𝙨𝙘𝙝𝙚𝙙𝙪𝙡𝙚." - Luke B., 𝙈𝙖𝙧𝙠𝙚𝙩𝙞𝙣𝙜 𝙊𝙛𝙛𝙞𝙘𝙚𝙧 "𝙎𝙢𝙤𝙤𝙩𝙝 𝙘𝙤𝙡𝙡𝙖𝙗𝙤𝙧𝙖𝙩𝙞𝙤𝙣 𝙖𝙣𝙙 𝙩𝙤𝙥-𝙡𝙚𝙫𝙚𝙡 𝙚𝙭𝙥𝙚𝙧𝙩𝙞𝙨𝙚. 𝙈𝙞𝙘𝙝𝙖𝙚𝙡𝙖 𝙩𝙖𝙘𝙠𝙡𝙚𝙙 𝙖 𝙘𝙤𝙢𝙥𝙡𝙚𝙭 𝙩𝙖𝙨𝙠 𝙬𝙞𝙩𝙝 𝙚𝙖𝙨𝙚, 𝙙𝙚𝙡𝙞𝙫𝙚𝙧𝙞𝙣𝙜 𝙚𝙭𝙘𝙚𝙥𝙩𝙞𝙤𝙣𝙖𝙡 𝙧𝙚𝙨𝙪𝙡𝙩𝙨 𝙞𝙣 𝙩𝙝𝙚 𝙙𝙖𝙩𝙖 𝙤𝙛 𝙢𝙮 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨" - 𝙅𝙖𝙨𝙤𝙣 𝙇., 𝘽𝙧𝙖𝙣𝙙 𝙈𝙖𝙣𝙖𝙜𝙚𝙧 "𝙈𝙞𝙘𝙝𝙖𝙚𝙡𝙖 𝙞𝙨 𝙖 𝙩𝙤𝙥-𝙣𝙤𝙩𝙘𝙝 𝙡𝙚𝙖𝙙 𝙜𝙚𝙣𝙚𝙧𝙖𝙩𝙞𝙤𝙣 𝙥𝙧𝙤𝙫𝙞𝙙𝙚𝙧. 𝙄 𝙖𝙥𝙥𝙧𝙚𝙘𝙞𝙖𝙩𝙚 𝙩𝙝𝙚 𝙚𝙛𝙛𝙤𝙧𝙩 𝙞𝙣 𝙪𝙣𝙙𝙚𝙧𝙨𝙩𝙖𝙣𝙙𝙞𝙣𝙜 𝙢𝙮 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙣𝙚𝙚𝙙𝙨. 𝙄'𝙢 𝙖𝙡𝙧𝙚𝙖𝙙𝙮 𝙨𝙚𝙚𝙞𝙣𝙜 𝙥𝙤𝙨𝙞𝙩𝙞𝙫𝙚 𝙤𝙪𝙩𝙘𝙤𝙢𝙚𝙨. 𝙇𝙤𝙤𝙠𝙞𝙣𝙜 𝙛𝙤𝙧𝙬𝙖𝙧𝙙 𝙩𝙤 𝙛𝙪𝙩𝙪𝙧𝙚 𝙘𝙤𝙡𝙡𝙖𝙗𝙤𝙧𝙖𝙩𝙞𝙤𝙣𝙨!" - 𝙇𝙞𝙨𝙖 𝘿., 𝘽𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙊𝙬𝙣𝙚𝙧 Here's what clients book me for 👇👇👇 ✅ 📌𝑺𝒐𝒄𝒊𝒂𝒍 𝑴𝒆𝒅𝒊𝒂 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕 ✔ Content creation ✔ Platform-specific content creation ✔ Scheduling of content/reels/posts ✔ Organic follower growth and lead generation ✔ Hashtag research and implementation ✅ 📌𝑬𝒙𝒆𝒄𝒖𝒕𝒊𝒗𝒆 𝑨𝒔𝒔𝒊𝒔𝒕𝒂𝒏𝒕 / 𝑷𝒆𝒓𝒔𝒐𝒏𝒂𝒍 𝑨𝒔𝒔𝒊𝒔𝒕𝒂𝒏𝒕 ✔ Manage calendar, schedule appointments, meetings, and events ✔ Coordinate travel arrangements, including booking flights, hotels, and transportation ✔ Prepare and organize materials for meetings, presentations, and conferences ✔ Handle email correspondence and admin support ✅📌 𝑬𝒎𝒂𝒊𝒍 𝑴𝒂𝒓𝒌𝒆𝒕𝒊𝒏𝒈 ✔ Design and execute effective email marketing campaigns ✔ Utilize various tools and platforms to generate high-quality leads ✔ Work closely with the sales team to ensure leads are appropriately nurtured ✅📌 𝑳𝒆𝒂𝒅 𝑮𝒆𝒏𝒆𝒓𝒂𝒕𝒊𝒐𝒏 𝑺𝒑𝒆𝒄𝒊𝒂𝒍𝒊𝒔𝒕 / 𝑺𝒂𝒍𝒆𝒔 𝑯𝒖𝒏𝒕𝒆𝒓 / 𝑩2𝑩 𝑺𝒂𝒍𝒆𝒔 ✔ Email Marketing Lead Generation ✔ B2B & B2C Sales Lead Generation ✔ Contact List creating ✔ Lead List Building ✔ Mailing lists building ✔ LinkedIn Sales Navigator Premium Account ✔ Email Sourcing ✔ Emails verify ✔ Social Media links Discovery (Such as Twitter, Instagram, LinkedIn, Facebook, etc.) ✔ Collecting contact information of Various Titles ✔ 𝖲𝖺𝗅𝖾𝗌 𝖫𝖾𝖺𝖽 𝖫𝗂𝗌𝗍 ✔ 𝖯𝗋𝗈𝗌𝗉𝖾𝖼𝗍 𝖺𝗇𝖽 𝖤𝗆𝖺𝗂𝗅 𝖦𝖺𝗍𝗁𝖾𝗋𝗂𝗇𝗀 ✔ 𝖣𝖺𝗍𝖺 𝖢𝗈𝗅𝗅𝖾𝖼𝗍𝗂𝗈𝗇 ✔ 𝖨𝗇𝖿𝗅𝗎𝖾𝗇𝖼𝖾𝗋 𝖬𝖺𝗋𝗄𝖾𝗍𝗂𝗇𝗀 ✔ Real Estate Lead Generation ✅📌 𝑳𝒊𝒔𝒕 𝑩𝒖𝒊𝒍𝒅𝒊𝒏𝒈 - 𝑳𝒊𝒔𝒕𝒊𝒏𝒈 𝑬𝒄𝒐𝒎𝒎𝒆𝒓𝒄𝒆 - 𝑫𝒊𝒈𝒊𝒕𝒂𝒍 𝑴𝒂𝒓𝒌𝒆𝒕𝒊𝒏𝒈 ✔ Investigate orders with evidence ✔ Print-on-demand stores ✔ Make unique product picture ✔ Write unique description for products ✔ Customer support ✅📌 𝑫𝒂𝒕𝒂 𝑬𝒏𝒕𝒓𝒚 - 𝑫𝒂𝒕𝒂 𝑺𝒄𝒓𝒂𝒑𝒊𝒏𝒈 ✔ Data Entry from Directories ✔ Data Scraping ✔ Data Mining ✔ Product Data Entry ✅ 📌𝑾𝒆𝒃 𝑹𝒆𝒔𝒆𝒂𝒓𝒄𝒉 ✔ Literature Review and Background Research ✔ Data Collection and Experimentation ✔ Data Analysis and Interpretation ✔ Publication and Communication ✅ 📌𝑮𝒆𝒏𝒆𝒓𝒂𝒍 𝑻𝒓𝒂𝒏𝒔𝒄𝒓𝒊𝒑𝒕𝒊𝒐𝒏 𝒐𝒇 𝑨𝒖𝒅𝒊𝒐 𝒂𝒏𝒅 𝑽𝒊𝒅𝒆𝒐 ✔ Listening and Transcribing ✔ Verbatim vs. Non-Verbatim Transcription ✔ Language and Grammar ✔ Formatting ✔ Quality Control and Proofreading I'm also proficient in using the following software and platforms: 💡 𝐀𝐈 𝐓𝐨𝐨𝐥𝐬 𝐟𝐨𝐫 𝐂𝐨𝐧𝐭𝐞𝐧𝐭 𝐂𝐫𝐞𝐚𝐭𝐢𝐨𝐧 ✔ ChatGPT, Copy.ai, Jasper, Quillbot, Grammarly, 💡 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 ✔ Slack, WhatsApp, Zoom, Flozy, Skype, Teams 💡 𝐄𝐦𝐚𝐢𝐥 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 ✔ Canva, Klaviyo, Constant Contact 💡 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐖𝐨𝐫𝐤𝐬𝐩𝐚𝐜𝐞 ✔ Asana, Trello, ClickUp, Monday.com, Slack, Notion, Flozzy 💡 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐄𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 ✔ Etsy, Ebay, Wish, RedBubble, Amazon, DHgate, TeePublic, Alibaba, AliExpress 💡 𝐋𝐞𝐚𝐝 𝐆𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐓𝐨𝐨𝐥𝐬 ✔ Apollo, Snov, LinkedIn Sales Navigator, Hunter, Rocket Reach, Lead Leaper, Yellow Pages 💡 𝐒𝐨𝐜𝐢𝐚𝐥 𝐌𝐞𝐝𝐢𝐚 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐓𝐨𝐨𝐥𝐬 ✔ Meta, Later.com, Buffer, Hootsuite, Metricool, Sprout Social, Loomly and etc. ✔ Facebook, Instagram, Twitter, TikTok, LinkedIn 🚀 With a passion for delivering high-quality results and a dedication to meeting deadlines, I'm confident that I can bring valuable insights and expertise to your project. 𝐈 𝐜𝐚𝐧 𝐝𝐨 𝐢𝐭 𝐀𝐋𝐋 𝐰𝐢𝐭𝐡 𝐄𝐗𝐂𝐄𝐋𝐋𝐄𝐍𝐂𝐄!"✨ 🟢 if you think there's a potential fit, I'd be thrilled to connect and explore how we can work together. 💬 Drop a personalized message and let me know Love, Michaela

Helping e-commerce brands deliver outstanding customer experiences through email and chat support, customer retention, escalations management, and subscription support. With over 6 years of customer service experience, I have supported high-volume e-commerce and subscription-based businesses by resolving customer concerns efficiently while maintaining a positive brand experience. My expertise includes: • Order tracking and shipping concerns • Subscription management and cancellations • Refunds and billing inquiries • Customer retention and win-back efforts • Escalation management and complex issue resolution • Product and account support Beyond day-to-day customer support, I regularly handle escalated cases and challenging customer situations. I am skilled at de-escalating concerns, identifying solutions, and helping prevent executive escalations through empathy, professionalism, and clear communication. I have experience working with Shopify, Zendesk, Salesforce, Gladly, Google Sheets, and other customer support tools in fast-paced e-commerce environments. If you're looking for a reliable, proactive, and customer-focused support specialist who can strengthen your customer experience and help retain loyal customers, I'd be happy to support your business.

Put simply, you hire me to make your company more money. I am capable of this because I've been developing, executing, and managing the marketing strategies for varying companies in different industries for nearly ten years. I'm an expert in consumer psychology, and throughout this time, my niche has narrowed into SaaS and technology startups. I started off doing small one-off jobs, like article writing and graphic designing, while going to college for a degree in marketing (level 1 of skill, I'd say). Then, I eventually evolved into taking on full project management contracts (level 2 of skill). And now, I may message a startup that piques my interest if they need a marketing strategist not for paying me directly in general, but in shares of their company with an exit strategy (level 3 of skill). I troubleshoot what you're doing wrong in any of these steps: 1. Building the audience for your brand 2. Selling to that audience 3. Continuing to build and resell to that audience over time (Customer retention) These are the questions I specialize in answering: 1. How can I make my launch have the most impact? 2. How do I improve my conversion rates? 3. How can I scale my content production and repurposing? 4. How can I increase my following? 5. How can I organize my team for the highest ROI? I have a college education in Internet marketing. But, I learned my greatest lessons from the school of Hard Knocks. I paid my way through college with my Internet marketing skills. For instance, I'm the independent author of the bestselling book: Fighting for Redemption. It reached #1 in its respective category on Amazon six times and is still a wonderful source of passive income for me. I've also won two different awards from Full Sail University. One in online campaign management. The other in global Internet marketing strategies. And I've got a long list of accomplishments for varying clients I've worked for over the past ten years. My strengths are in five areas: 1. Marketing strategy 2. Abstract business puzzle-solving 3. Copywriting for paid advertising 4. Competitor & market research 5. Team/Content management I provide expert council and/or project management to you along the way as your right-hand man. If you are the emperor of your company in the quest to conquer market share, then I am your general—your very own Sun Tzu. Your personal Zhuge Liang. I orchestrate strategies with the art of war to maximize your chances of success. I help clients solve the puzzles that they suffer from on a case-by-case scenario. Like Dr. House, I am a diagnostician of sorts that helps your business break through its barriers. If you fail, I fail. I choose to use Upwork because it features a reliable escrow to protect your money. So, relax; I'm a safe bet. My name is Michael Norton, and it would be my honor to serve you. Check out the video I've created for this profile as well.