Hire the Best Impowersoft Align Specialists

Customer Support Team Lead with 16+ years of experience across cable/telecom, tech startups, and logistics — including 6 years leading escalations for a major U.S. cable provider (Comcast) and 4+ years as Team Lead for a Canadian-based 3PL startup, where I managed email and chat support operations end-to-end. What I bring: • Team leadership: coaching, and quality oversight for support teams • Email & chat support at scale (Zendesk, Gorgias, Intercom, Salesforce, Hubspot) • Disputes Handling (Stripe, PayPal, Shopify Chargebacks) • Social Media and Content moderation • Long-term reliability: most of my contracts run 1–4 years

Top Rated Plus on Upwork with 100% Job Success Score, 38,000+ hours, and 84 completed projects, I help businesses improve customer experience, streamline operations, manage projects and teams, and build efficient processes—with AI integrated into the way I work. My work spans customer success, operations, and CRM management for SaaS, eCommerce, education, and service-based businesses — with a particular focus on client retention, dispute resolution, and building systems that keep teams and processes running smoothly without constant oversights. Core Expertise: Customer Success & Retention | Customer Support Operations | Client Onboarding | Community Management | Sales & Lead Management | Dispute Resolution & Retention | Operations Management | Project Management | Team Management | Client Communication | Process Improvement | SOP Development | CRM Management | Workflow Design | Business Coordination | eCommerce Operations Tools & Platforms: CRM, Sales & Customer Management: GoHighLevel, Close CRM, TimelinesAI, Salesforce Project & Team Management: Asana, ClickUp, Slack AI & Automation: Claude, ChatGPT, Zapier, Make, n8n Community & Digital Platforms: SKOOL, WHOP eCommerce: Amazon Seller Central, Keepa, Helium 10, Shopify, Thrivecart Outreach & Email: HubSpot (campaigns), Instantly (cold email), MailerLite, Kit (ConvertKit) Office & Docs: Notion, Canva, Outlook, OneDrive, basic WordPress admin Accounting: Xero AI & Automation: I treat AI and automation as practical tools, not buzzwords — using them to improve communication, streamline repetitive tasks, and keep processes and documentation clear and current

Need someone who can step into the day-to-day, work independently, and actually keep things moving? That’s where I’m strongest. I bring 5+ years of experience across operations, recruiting, partnerships, program coordination, and high-touch support at companies including NVIDIA and Zip, plus hands-on experience supporting smaller businesses. I’m comfortable working wherever people, process, and follow-through overlap. I can help with: * Customer, member & community support * Email and ticket-based support * Sourcing, research & outreach * Recruiting & candidate coordination * Scheduling and follow-up * Client/partner communication & relationship management * Onboarding and account support * CRM/ATS updates, data cleanup & tracking * Program, project & administrative coordination * Keeping pipelines, deadlines and moving pieces organized I've supported 50–70 client/member interactions in a day, managed 5–8 recruiting searches simultaneously, coordinated 200+ active candidates/projects across global teams, and executed 150+ personalized outreach touches weekly. I know how to move quickly without making people feel like they're being processed. What you get from me is more than task completion. I learn your systems, understand how your business works, communicate proactively, and take ownership of what’s on my plate. If I notice something isn't working, I’ll flag it—and ideally come with a solution. I'm especially interested in working with a smaller or growing company where I can become a reliable long-term partner and take more off your plate as I learn the business. **Top Rated | 100% Job Success Score** If you need someone dependable who is genuinely good with people *and* good at keeping the details moving behind the scenes, let's talk.

Customer satisfaction isn't just part of my job. It's been the foundation of my career for over 25 years. I'm Franklin, a Senior Customer Support and Customer Success professional with extensive experience across healthcare, technology, legal services, renewable energy, telecommunications, consumer electronics, and e-commerce. Throughout my career, I've supported customers and teams while building long-term client relationships. Clients value my professionalism, patience, problem-solving skills, and ability to create positive customer experiences, even in challenging situations. Outside of work, I enjoy continuous learning and I'm currently expanding my technical skills in HTML, CSS, JavaScript, and Python while building projects in Visual Studio Code. If you're looking for someone dependable, adaptable, and a quick learner who genuinely cares about your customers and your business, I'd love the opportunity to work with you.

Senior Implementation & Customer Operations Consultant | SaaS • EdTech • Process Improvement • CX • QA Is your onboarding process inconsistent? Are customer escalations increasing? Are your teams spending too much time working around inefficient processes? I help organizations turn complex customer and operational challenges into clear, scalable processes that work. I’m a senior implementation and customer operations leader with extensive experience managing technology implementations, customer onboarding, escalations, quality assurance, process improvement, and team performance. In my current role as a Technical Onboarding Manager, I lead a regional team of specialists and support a large portfolio of education technology customers across the U.S. My strength is working at the intersection of people, processes, and technology. I can step into an existing operation, understand what is working and what isn’t, identify the root cause of problems, and develop practical solutions that teams can actually adopt. Areas where I can help: • Implementation & Onboarding: Design and improve customer onboarding workflows, implementation processes, documentation, training, and adoption strategies. • Customer Success Operations: Improve customer journeys, escalation processes, communication workflows, handoffs, and internal operating models. • Process Improvement: Identify bottlenecks, eliminate unnecessary steps, clarify ownership, standardize workflows, and create scalable processes. • Quality Assurance: Develop QA frameworks, scoring standards, performance expectations, coaching processes, and quality measurement systems. • Organizational Effectiveness: Assess current-state processes, identify operational gaps, recommend improvements, and help take those recommendations through implementation. • Technical Implementation: Support SaaS and technology implementations involving integrations, SSO, rostering, data workflows, CRM systems, and cross-functional technical teams. • Project & Program Management: Coordinate complex initiatives, manage competing priorities, track dependencies, communicate with stakeholders, and drive projects through completion. • Team & Performance Management: Develop workflows and performance standards that improve accountability while giving teams the structure and support they need to succeed. Technology & platforms My experience includes Salesforce, Jira, ClassLink, Clever, SSO/rostering systems, Google Workspace, Microsoft Office, EMR technology including PatientNow, and other SaaS and education technology platforms. I am particularly comfortable learning complex technology ecosystems quickly and becoming the functional expert who can translate technical requirements into practical business processes. What makes me different I don’t believe in creating complicated processes just for the sake of having a process. My approach is to understand the business problem first, determine what is creating friction for customers or employees, and then build a solution that is measurable, sustainable, and easy for teams to execute. In my current role, I have personally redesigned and implemented QA processes that helped drive my team’s average quality performance to approximately 98%. I have experience taking initiatives from diagnosis → recommendation → process design → rollout → training → measurement → continuous improvement. Whether you need someone to improve an existing operation, support a complex implementation, redesign a customer journey, or bring structure to a growing team, I can step in and help. If you have a process that isn’t working as well as it should, let’s talk about how we can fix it.

IT Operations | AI Automation | Vibe Coding | Internal Tools & Workflow Systems I help businesses eliminate repetitive work, reduce IT downtime, and streamline operations by combining IT Operations, AI Automation, and Vibe Coding. Instead of just fixing technical issues, I build intelligent systems that automate processes, improve team productivity, and scale business operations. Whether you need reliable IT support, CRM automation, AI-powered internal tools, or a custom business application, I deliver practical solutions that save time, reduce costs, and improve efficiency. What I Can Help You With IT Operations & Managed Services * Remote IT Support (Windows & Microsoft 365) * Microsoft Intune & Endpoint Management * User Onboarding & Offboarding * Active Directory & Entra ID Administration * Help Desk Operations * Ticket Management & SLA Compliance * Service Coordination & Escalation Management * Process Documentation & Knowledge Base Creation * Device Lifecycle Management * MSP Operations Support AI Automation & Workflow Optimization * Business Process Automation * CRM Automation (GoHighLevel, HubSpot, Zoho) * Workflow Automation using Zapier & Make * API Integrations * AI-Powered Chatbots * Lead Capture & Follow-up Automation * Automated Reporting & Notifications * Email & Customer Journey Automation * AI-assisted Knowledge Base & SOP Generation AI Development & Vibe Coding Using modern AI-assisted development, I rapidly build business solutions without long development cycles. Examples include: * Internal Business Tools * Client Portals * Operations Dashboards * CRM Extensions * AI Assistants * Customer Support Portals * Lead Management Systems * Business MVPs * AI-powered Admin Tools * Custom Workflow Applications * Productivity Tools * Operations Automation Platforms Technologies & Platforms IT & MSP Microsoft Intune • Microsoft 365 • Office 365 • Active Directory • Entra ID • Halo PSA • ConnectWise • NinjaOne • ServiceNow • Zendesk • Cisco Meraki • Ubiquiti • Zoom Automation Zapier • Make • APIs • Webhooks • GoHighLevel • HubSpot • Zoho CRM AI & Development OpenAI • Claude • ChatGPT • AI APIs • Vibe Coding • AI-assisted Development • Prompt Engineering • Low-Code Development • No-Code Platforms • HTML • CSS • JavaScript (AI-assisted) • Internal Tool Development • MVP Development • Rapid Prototyping Results I’ve Delivered ✔ Managed 80+ support tickets daily while maintaining 95% SLA compliance ✔ Improved response times and operational efficiency across support teams ✔ Reduced repetitive manual work through workflow automation ✔ Built automations that save hours of administrative work every week ✔ Standardized IT processes through documentation and workflow improvements ✔ Delivered scalable systems that improve productivity and reduce operational bottlenecks Why Clients Hire Me I combine the mindset of an IT Operations Manager, Automation Specialist, and AI Builder. That means I don’t simply complete tasks. I improve how your business operates. I look for bottlenecks, automate repetitive work, simplify complex workflows, and build practical AI-powered solutions your team can use immediately. Whether you need someone to manage your IT environment, automate your operations, build an internal business tool, or rapidly prototype an AI application through Vibe Coding, I can help you move faster with reliable, scalable systems. Let’s build solutions that save your team time, reduce costs, and allow your business to scale more efficiently.