Hire the Best Freshdesk Specialists
in the United States

Need a customer support professional who can actually solve problems instead of simply answering tickets? I bring 14+ years of experience in customer service, technical support, escalations, back-office operations, and e-commerce support. I specialize in: Customer service via email, chat, and phone Zendesk & Freshdesk ticket management Escalation handling and problem resolution Shopify refunds, cancellations & order support Salesforce Technical troubleshooting VIP/high-value customer support Back-office administration Creating and improving customer service processes Handling difficult or sensitive customer situations I've worked in fast-paced environments where accuracy, professionalism, empathy, and speed matter. I'm comfortable working independently, managing high ticket volumes, following SOPs, identifying process problems, and taking ownership of issues through resolution. If you need someone who can step into your support operation and start helping immediately, I'd love to help.

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.

Bilingual administrative professional with over 5 years of executive and administrative support experience and a proven ability to manage fast-paced office environments. Adept in calendar management, customer service, data entry, and confidential record-keeping. Known for strong communication skills, high attention to detail, and a professional, solution-oriented approach. Additionally brings 14+ years of entrepreneurial leadership, offering a well-rounded perspective in business operations, client relations, and team coordination. Highly organized, personable, and dependable. Fluent in English and Spanish. Proficient in Microsoft Office. Core Competencies Executive Support & Office Management Customer Service & Client Relations Bilingual Communication (English/Spanish) Scheduling & Calendar Management Inventory & Order Management Confidentiality & Data Entry Multitasking & Prioritization Staff Leadership & Training Microsoft Office Suite Social Media & Marketing

I am a very jovial people person, who goes above and beyond to provide complete support and satisfaction. My main skill is Customer Support, however I am a fast learner and a very willing individual who will venture into new areas. I have over 5 years of Customer Service experience both remote and on-site and it has been nothing but a wonderful feeling when customers are happy. I am very patient and empathetic individual who listens to the customer's needs and tackle it right away. I always view myself as the owner of any company I am employed in; in that; I ensure to use my time wisely and effectively resolve customer issues and inquiries as I want the company to be viewed as having top notch services . I also would like to see the company grow so that I may grow within the company as well.

PROFESSIONAL SUMMARY ITIL Certified leader with over 20 years of experience that is dedicated to team building, problem solving and continued process improvement. Passionate about providing complete solutions to problems and being committed to providing high-quality end user support within a complex organization and communicating with individuals from all levels to achieve the highest-performing technology infrastructure.

I've grown and led the customer support teams for many prominent e-commerce businesses! Is yours next? Nine years of experience providing outstanding remote customer support for busy and prominent e-commerce stores. Five years of experience as administrative support and transcription both in office and remotely for two reputable Seattle, Washington law firms. Three years of experience providing customer support for a busy education app start-up company, working directly with teachers and parents all over the world. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Strategic relationship and partnership-building skills with teammates and customers -listen attentively, solve problems creatively, and use tact and diplomacy to achieve win-win outcomes. Experienced with Zendesk, Gorgias, Fresh Desk, Help Scout, AgoraPulse, Shopify, Adobe Acrobat, and Microsoft Office software, including Outlook, Word, and Excel.