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in Albania

Hi, I’m Lenna a Customer Support Specialist and Administration & Operations Assistant with 4+ years of remote experience supporting eCommerce, SaaS, wellness, and online service businesses across the UK, Europe, and the US. Since November 2022, I have been working fully remotely, helping companies deliver outstanding customer experiences while also supporting daily operations, internal coordination, and administrative processes. I specialize in customer communication, ticket management, order support, refunds, escalations, and operational organization in fast-paced remote environments. I am highly experienced in handling customer support through email, live chat, and phone while maintaining professionalism, empathy, and fast response times. I am comfortable managing high-volume workloads, following SOPs, and working closely with international teams. Some of my latest projects include: • Well Gummies – Wellness Project Provided customer support for a wellness-focused brand, assisting customers with orders, subscriptions, refunds, product-related questions, and general inquiries while ensuring a positive customer experience with empathetic and solution-oriented communication. • SiraatsKitchen Handled customer inquiries, refunds, returns, order tracking, and operational support using Shopify, Zendesk, Slack, Gorgias, Ecomflow, and Google Sheets. I coordinated internal processes, tracked customer cases efficiently, and ensured smooth communication between teams and customers. I also worked with companies such as Bloom & Wild (UK), Tobios, and Advisera Expert Solutions Ltd, where I gained strong experience in: High-volume ticket management Customer retention and satisfaction Refunds & order processing Administrative support Course & webinar coordination Data entry & transaction processing Escalation handling Internal team communication Process improvement and documentation I am known for being reliable, detail-oriented, organized, and highly responsive. I genuinely enjoy helping customers and supporting businesses by improving workflows and maintaining excellent service standards. Core Skills & Tools Customer Support: Email Support Live Chat Support Phone Support Ticket Management Escalation Handling Helpdesk & CRM Tools: Zendesk Gorgias HelpScout Re:amaze HubSpot Zoho Desk eCommerce & Operations: Shopify Plus WooCommerce Ecomflow 2Checkout Refund & Order Management SOP Documentation Communication & Productivity Tools: Slack Notion Zoom Google Workspace Google Sheets AI & Productivity: ChatGPT for workflow optimization and customer support productivity Languages: English — Fluent Albanian — Native Serbian — Good Spanish— Good I am currently open to both part-time and full-time remote opportunities and would love to support businesses that value strong communication, organization, and exceptional customer experience. If you are looking for someone dependable, proactive, and customer-focused, I would be happy to work with you.

I’m a Google Ads & Performance Marketing specialist with 8+ years of experience, with a strong focus on the German-speaking DACH market. I speak German fluently (fliessend Deutsch) and have extensive experience working with businesses and agencies across Switzerland, Germany and the wider DACH region, across both e-commerce and lead generation. Google Ads is my strongest platform. I’ve managed accounts across a wide range of sizes, from smaller local businesses with limited budgets to large-scale accounts spending six figures per month. My largest Google Ads account was around $170K/month, alongside another ~$30K/month in Microsoft Ads. This range of experience has taught me that the right strategy depends heavily on the size, goals and economics of the business. A smaller local lead-generation account needs a very different approach from an e-commerce or B2B account spending €50K–€150K+ per month. My main areas of expertise include: • Google Ads account management, audits & restructuring • Search, Shopping & Performance Max • E-commerce & Google Merchant Center • Product feed optimization • B2B & SaaS lead generation • GA4 & Google Tag Manager • Enhanced Conversions & server-side tracking • CRM & offline conversion tracking • Landing page & funnel analysis • CRO & performance reporting For e-commerce businesses, I focus on profitable growth rather than simply increasing revenue or improving metrics inside Google Ads. This includes analyzing product and category performance, Shopping feeds, margins, conversion rates, landing pages and how efficiently the account is using its budget. For B2B and lead-generation accounts, I look beyond CPL. I have experience connecting campaign performance with CRM and offline conversion data, including HubSpot, and optimizing around stages such as Lead → MQL → SQL → Deal. This helps identify which campaigns are actually generating qualified opportunities rather than simply more form submissions. I’m equally comfortable taking over an existing account, auditing and restructuring an underperforming setup, or managing campaigns on an ongoing basis. I’ve also worked extensively in agency environments, managing multiple accounts while communicating directly with clients, presenting results and turning performance data into clear next steps. While Google Ads is my primary specialization, I also work with Microsoft Ads, Meta Ads, SEO and CRO when they support the wider acquisition strategy. I’m particularly interested in working with businesses and agencies in Germany, Switzerland and Austria that need someone who can take ownership of paid acquisition, understand the wider funnel and make decisions based on commercial results rather than platform metrics alone. If your Google Ads account is underperforming, difficult to scale, generating poor-quality leads, or you’re not confident in the tracking, feel free to send me a message.

9+ Years in Bilingual Customer Support | 100% Job Success Are you looking for a reliable, calm, and professional Customer Support Specialist who can provide seamless service in German and English? With over 9 years of experience and 10,000+ Upwork hours, I help businesses worldwide with: Email & Live Chat Support (Zendesk, Intercom, Freshdesk) Virtual Assistance & Operations Support Ticketing & CRM Management Handling Escalations with Empathy Process Improvement & Workflow Automation Why clients choose me: Fluent in German & English Calm under pressure — I turn unhappy customers into loyal advocates Independent, detail-oriented, and fast learner Available long-term and flexible with time zones Let’s build a partnership based on trust, results, and clear communication.

I'm Melisa, a Full-Stack Developer, specialized in custom and CMS web development. I build ecommerce stores, SaaS platforms, web applications, CRM systems, and custom CMS solutions that are fast, scalable, and built to grow your business. One developer, full-stack coverage, zero hand-holding required. —————————————————— 💻CUSTOM DEVELOPMENT (FULL-STACK) —————————————————— * MERN Stack development: MongoDB, Express.js, React.js, Node.js * MEAN Stack development: MongoDB, Express.js, Angular, Node.js * SaaS application development, SaaS MVP, admin dashboards and client portals * CRM development and ERP systems tailored to your workflow * Custom CMS development using headless CMS architecture and API-first builds * REST API and GraphQL API development and third-party API integration * Web application development for startups, marketplaces and enterprise platforms 🌐CMS & NO CODE DEVELOPMENT ————————————— 🛒 SHOPIFY DEVELOPMENT ————————————— ● Shopify store setup, Shopify theme customization & Shopify templates ● Shopify Plus builds, custom sections, metafields, JSON templates ● Liquid development, custom logic, dynamic content, theme architecture ● Shopify app integrations, Klaviyo, CRM & email platform connections ● Ecommerce store setup, product listings, collections, Shopify SEO ● Conversion rate optimization (CRO), upsells, bundle flows, subscription setups —————————————— ⚡ WEBFLOW DEVELOPMENT —————————————— ● Webflow CMS development, blogs, dynamic collections, multi-reference fields ● Figma to Webflow, pixel-perfect conversion from any Figma or Adobe XD design ● Custom interactions, animations & visual design implementation in Webflow ● Webflow website redesign, B2B, SaaS, portfolio, agency & ecommerce ● Webflow + Zapier, Memberstack, Airtable & third-party integrations ● Technical SEO, on-page optimization & search engine optimization ● Website security, performance optimization & website optimization ——————————————— 🏷️ WORDPRESS DEVELOPMENT ——————————————— ● Custom WordPress theme development and plugin development ● WooCommerce store setup and customization ● Elementor, Gutenberg, and ACF (Advanced Custom Fields) builds ● Headless WordPress with React or Next.js front-ends ● WordPress speed optimization, security hardening, and migration ————————————— 🎨 FRAMER DEVELOPMENT ————————————— ● Framer website development and Figma to Framer conversion ● Framer CMS, dynamic content, and component-based design ● Custom animations, scroll effects, and interactions ● High-converting no-code landing pages ——————— 🎯 HUBSPOT ——————— ● HubSpot CMS Hub development and custom theme/template builds (HubL) ● HubSpot CRM setup, configuration, and integration ● Landing pages, email templates, and marketing automation workflows ● Connecting HubSpot with your existing tools and stack Also: Squarespace, Wix, and Elementor builds. ———————————— ⚙️ TECH & DESIGN STACK ———————————— Front-end: HTML, HTML5, CSS, CSS3, SCSS, JavaScript, jQuery, Bootstrap, Tailwind CSS, React, Next.js Back-end: Node.js, PHP, Laravel, REST API, API development, MySQL, PostgreSQL, MongoDB Design: Figma, Adobe XD, Adobe Photoshop, custom web design, visual design, layout design Tools: Git, Vercel, Zapier, Firebase Platforms: Shopify, Webflow, WordPress, Framer, HubSpot, Elementor, WooCommerce, Squarespace, Wix —————————————————————— WHY CLIENTS CHOOSE ME —————————————————————— ✔ MERN and MEAN Stack builds that are scalable, secure and production-ready ✔ Dev + web design in one, no need to hire two people ✔ Every build is responsive, SEO-friendly & conversion-focused ✔ Clear communication, no jargon, no guessing, no ghosting ✔ Custom code when needed, not just app stacking ✔ On-time delivery with full handover documentation If my profile matches what you need, invite me to your job or send your requirements, I'll come back with a focused proposal and exactly how I'd solve your problem.