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  • $200 hourly

    • 5.0/5
    • (8 jobs)
    I specialize in NICE CXone inContact Studio development. I also have over twenty-five years of experience in almost every aspect of the contact/call center field. Roles and responsibilities have included agent, supervisor, IT project manager, process improvement/re-engineering, phone system administrator, interactive voice response (IVR) software development, and workforce management. Possess a solid ability to convey information in both technical and business environments. Please contact me before you reach out to Professional Services on Demand (PSOD). I can do everything PSOD can do plus much more at a much better rate. I pride myself in my ability see any changes proposed from multiple viewpoints to see how any changes would positively or negatively affect the customer/caller, the agent, the supervisor, WFM, reporting and management.
    vsuc_fltilesrefresh_TrophyIcon inContact
    Project Management
    VoIP
    System Configuration
    Administrative Support
    Automated Call Distribution
    Chatbot Development
    Business with 100-999 Employees
    Business with 10-99 Employees
    Call Center Management
    English
  • $120 hourly

    • 4.0/5
    • (3 jobs)
    Over 20 years of progressive expertise in information systems, call center technology, collections, virtualization, networking administration; design, voice application development, system maintenance, performance, and disaster recovery. Enthusiastic, reliable, self-motivated professional. Excellent vendor and project management. Ability to lead and mentor level 2 engineers. Strong ability to communicate technical concepts in a non-technical manner and convey a professional image to the business. Ability to work well with others and contribute in a team environment. Excellent problem solver who works well under pressure and high volumes. Main Contact Center Solutions: 1. Cisco CVP and ICM Scripting 2. NICE - inContact 3. Five9 4. Zendesk 5. Amazon Connect • Designed and Implemented IVR Applications • Established call process and procedures • Call Routing development • Call Scripting design • Client Liaison and trainer
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    BPO Call Center
    Business Process Outsourcing IT Services
  • $25 hourly

    • 5.0/5
    • (2 jobs)
    I am certified in administrative and office support. I have over 10 years customer service experience and 2 years call center management experience.
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    Engage
    Salesforce Lightning
    Customer Service
    Training
    Process Improvement
    Formstack
    Call Center Management
    Complaint Management
    Zendesk
  • $150 hourly

    • 4.9/5
    • (73 jobs)
    I am a solution-driven professional with over 10 years of experience consulting for CRM, ticketing, and phone systems. As a Business Systems Analyst, I assist my clients from the Discovery process (identifying business processes) through selection, implementation, and custom development of their software. Top CRM products I work with: Zoho CRM, Zoho Desk, Freshdesk, Freshsales, Zendesk Top phone and contact center systems I work with: RingCentral, Twilio, Talkdesk, Zoom, inContact, 8x8, DialPad and Nextiva Freshdesk development Zoho development RingCentral development TalkDesk development
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    System Configuration
    Chatbot Development
    VoIP Administration
    Nextiva Business VoIP
    VoIP Software
    WebRTC
    SMS
    Business with 100-999 Employees
  • $80 hourly

    • 5.0/5
    • (12 jobs)
    I am a seasoned CCaaS Solutions Architect with over 15 years of experience in pioneering contact center innovations, particularly in Conversational and Generative AI. My expertise lies in designing and deploying advanced AI-driven solutions that enhance customer and agent experiences, streamline service delivery, and improve operational efficiency. Throughout my career, I have led agile, cross-functional teams and managed large-scale migrations to cloud platforms, ensuring seamless integration and superior performance. My portfolio includes the successful development and deployment of cutting-edge AI products such as call summarization tools, quality assurance automation, and real-time agent assistance. I have worked with top-tier platforms like Genesys Cloud, NICE CXOne, Amazon Connect, and Salesforce, consistently delivering exceptional results. My expertise with On Premise solutions from Avaya , Genesys and Cisco also are a highlight of my career I am committed to operational excellence and customer-centric solutions, and I excel in stakeholder management, data-driven decision-making, and strategic product management. My certifications in AWS Solutions Architecture, TOGAF, ITIL4, and Genesys Cloud Professional further underscore my technical proficiency and dedication to continuous learning
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    Project Management
    Salesforce CRM
    VoIP Software
    Avaya
    Session Initiation Protocol
    Network Monitoring
    Twilio
    Docker
    Amazon Web Services
    VMware vSphere
    Microsoft Azure
  • $80 hourly

    • 4.2/5
    • (11 jobs)
    Over 30 years of contact center experience. Pivotal participant in many large contact center design and migration efforts. Cisco UCCE and Avaya are the best examples. Lately lots of FreePBX and Asterisk assignments. Almost every call center change or migration requires a new recording. All of the recordings can be in the same voice making for a better user experience. We have invented a new scenario that allows us to provide our clients a Google TTS methodology. If the client can provide the text, we can turn the recordings around in very short order. We can do English, Spanish and many more languages. This is a very exciting technology shift that makes the new recordings in minutes at at a very affordable price.
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    Cisco CallManager
    FreePBX
    Asterisk
    Avaya
    VICIDIAL
    Content Management System
    VoIP
  • $40 hourly

    • 4.9/5
    • (71 jobs)
    I am a Salesforce Consultant with over 15 years of experience in helping businesses streamline their operations and achieve their goals through Salesforce implementation and customization. Please find below my key strengths and skills - Salesforce CRM - Salesforce Lightning - Salesforce App Development - Apex Development - Pardot Salesforce - HubSpot - Salesforce Flows - Salesforce Automation - Salesforce CPQ - Marketing Cloud - Sales Cloud - Service Cloud - Salesforce Third Party Integration - Salesforce Email Studio - Salesforce Journey Builder - Salesforce Field Service Lightning - Experience Cloud - Salesforce Sites - Salesforce Call Centre - Salesforce SMS - Salesforce and Hubspot - Customer Relationship Management I have a proven track record of delivering high-quality solutions that drive business growth. Whether you need help with implementation, customization, integration, or ongoing support, I am here to help you succeed. Let's discuss your project and how I can help you achieve your vision.
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    Pardot
    HubSpot
    Mailchimp
    Salesforce
    Salesforce Sales Cloud
    Salesforce Lightning
    Salesforce Marketing Cloud
    Salesforce Service Cloud
    Salesforce App Development
    Visualforce
    Apex
    Salesforce Email Studio
    Salesforce CPQ
    Zoho CRM
    Salesforce CRM
  • $35 hourly

    • 4.9/5
    • (94 jobs)
    Experienced, passionate Software Engineer with fifteen years of experience in CTO, AWS Software Engineer, and CEO roles. Possesses a solid foundation in leading teams and possesses an extensive knowledge on platform development, enterprise architecture, agile methodologies, cloud services, and web-based applications demonstrated through experience as a Software Engineer at Voicefoundry. Outstanding communicator able to work both independently and with diverse colleagues to produce value from effective problem-solving and innovative solutions. You don't see the skill you need here? tell me what is it I am willing to research and learn it, so I can be helpful for your project / business I am native Spanish speaker, and I am fluent on English as well.. Looking forward for new opportunities, and if you got a visa sponsor position on US or Canada.. say no more I'm in!
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    Amazon Cognito
    Zendesk
    AWS Lambda
    Serverless Stack
    Sunshine Conversations
    NestJS
    Amazon Lex
    Amazon API Gateway
    Serverless Computing
    Zendesk API
    Python
    Node.js
    AWS Amplify
    MongoDB
    Amazon DynamoDB
  • $10 hourly

    • 5.0/5
    • (5 jobs)
    PROFESSIONAL PROFILE With over 10 years in sales and over 8 years in BPO, I’m confident to say that I am an asset to consider. I am the go to person for cold calling, appointment setting and follow up/nurture leads. I do Telemarketing, B2B, Customer Service, and Technical Support servicing clients with various target markets and demographics. SKILLS RELEVANT TO THE POSITION: Pleasant Personality Leadership skills Organized Excellent Listening Skills Attuned to cultural differences and tastes Speak fluent English Strong background in Sales and Customer Service IN A NUTSHELL… I HAVE WORKED WITH REALESTATE AGENTS/INVESTORS MEDICARE PROFESSIONAL CLEANING SEO COMPANIES INSURANCE MEDICAL WASTE PACKAGING AND DISTRIBUTION LOGISTICS TRAVEL AND LEISURE CUSTOMER SERVICE AND BILLING TOOLS I HAVE USED: SALESFORCE INCONTACT-MAX STICKY.IO ZENDESK LIMELIGHT RING CENTRAL EVALUAGENT SPROUT AVERY SLACK MS TEAMS QUICKBOX FIRSTMILE GOOGLE OFFICE MICROSOFT OFFICE WHAT ELSE CAN I DO: Script Improvement Train people Recruit people Date Entry/Mining Research Workforce Analytics Analytics and Statistics Leadership and Management COMPANIES I HAVE WORKED BEFORE: QUALIFIRST by UNILAB Sales and Marketing Associate Pasig City, Metro Manila October 2008 - October 2011 AT&T Hinduja- Customer Service and Sales Representative Iloilo City, Iloilo January 2012 - July 2012 T-MOBILE Teletech - Customer Service and Technical Support Representative Iloilo City, Iloilo January 2013 - July 2013 CallBox Inc. Telesales Representative July 2013 - January 2016 TIME WARNER CABLE Startek - Customer Service and Sales Representative January 2016 - November 2017 WOMPLY Prooftech Business Solution - Team Lead October 2018 - March 2019 SKINNYFIT Xtend Business Solutions - Team Lead April 2019 SPYPOINT MBS Solutions October 2020 - January 2021
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    eBay
    ShipStation
    BigCommerce
    Zendesk
    Customer Service Training
    Analytics
    People Management
    Customer Service Analytics
    Training
    Salesforce CRM
    Intercom
    Customer Service
  • $15 hourly

    • 5.0/5
    • (18 jobs)
    I bring over a decade of versatile experience, excelling in roles such as Customer Representative, QA Analyst, Email/Chat Support, Content Moderator, Bookkeeping Assistant, and Technical Support. My passion lies in delivering top-tier support, meeting deadlines with precision, and safeguarding sensitive data. I'm adept at fostering efficient environments, problem-solving, and spearheading projects for overall organizational growth. I have a proven initiative and ability to work with minimal supervision. Successful working in a team environment, as well as independently. I have the ability to work under pressure and multi-task. Ability to follow instructions and deliver quality results. Work Experience: ✅ AT&T (2013) Role: Customer Support and Billing Specialist ✅ Comcast (2013-2014) Industry: Cable, Internet, and Phone Role: Technical Support Representative ✅ HealthNet (2014-2016) Industry: Health Insurance Role: Quality Assurance Analyst ✅ Doordash (2016-2020) Industry: Food Delivery Service Roles: Order Placer and Quality Assurance Analyst ✅ Car ID (2020-2021) Industry: Car Accessories & Wheels Role: Customer Service and Quality Assurance Analyst ✅ Linktree (2020-2021) Industry: Social Media Landing Page Roles: Content Moderation and Quality Assurance Analyst ✅ FieldLogix (2020-2021) Industry: GPS Tracker Role: Customer Service and Quality Assurance Analyst ✅ Ilabb Limited (2021-2023) Industry: Wholesale and Retail Roles: Customer, Operation Support, and Bookkeeping Assistant ✅ The Misfits Market (2022-2023) Industry: Online Supermarket Role: Customer Email Support ✅ Velox Wheels (2022, Seasonal) Industry: Car Wheels Role: Customer Phone and Email Support ✅ Autobuffy Car Parts (2022, Seasonal) Industry: Car Parts & Accessories Role: Customer Phone and Email Support ✅ Fanimal (2023, Part-time) Industry: Tickets to Live Events Role: Email Support ✅ Perkies (Boost Inserts) (2023, Part-time) Industry: Lingerie Roles: Email and Social Media Engagement ✅ ReactCore (2023 - 2024) Industry: Social Media Role: Engagement Coordinator & Executive Support (Comment Moderation) ✅ Petz Park (2024, Part-time) Industry: Dog and Cat Supplements Role: Email and live chat support ✅ Jumpspeak Language App (2024 - Part time) Industry: Language App Role: Email support Here are some services that I can provide: ✅ Saas Support/CRM ✅ Shopify ✅ Customer Service Support ✅ Technical Service Support ✅ Email Support ✅ Chat Support ✅ Content Moderation ✅ Social Media Moderation and Engagement ✅ Dropshipping ✅ Quality Assurance Analyst ✅ Order Placer ✅ Email Marketing ✅ Shopify Tagging ✅ Stocktake ✅ B2B ✅ B2C ✅ Bookkeeping assistant ✅ Reconciling/Invoicing ✅ Engagement Coordinator & Executive Support Here are the list of tools I am very familiar to use ✅ Zendesk ✅ Salesforce ✅ Intercom ✅ Kustomer ✅ HelpScout ✅ Samscart ✅ RingCentral ✅ Aircall ✅ Jira ✅ In contact ✅ klaviyo ✅ Slack ✅ Zoom ✅ Skype ✅ Avaya ✅ MS Teams ✅ MS Office ✅ Google Form, Sheet, Docs ✅ Wiki ✅ Notion ✅ Cin7 ✅ Aftership Returns ✅ Starshipit ✅ Jalapeno ✅ Canva ✅ Capcut ✅ Confluence ✅ Just Call ✅ XERO ✅ TicketMaster ✅ One Password ✅ Airtable ✅ NRI ✅ 3PL ✅ NuOrder ✅ Agora Pulse ✅ Comment Guard ✅ ChatGPT ✅ Text Blaze ✅ Glasp ✅ Claude. Ai ✅ Audacity Manual ✅ Stripe ✅ Paypal ✅ RevenueCat ✅ Mixpanel ✅ Trustpilot/Meta/ App store Review Responses
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    Order Tracking
    Email Support
    Zendesk
    Interpersonal Skills
    Salesforce
    Answered Ticket
    Intercom
    Notion
    Communication Etiquette
    Slack
    Customer Support
  • $75 hourly

    • 5.0/5
    • (22 jobs)
    With over 10 years of experience, I specialize in Unified Communications (UC) solutions, including IP Contact Centre solutions. Technologies and solutions offered: o Contact Centre and IVR development (UCCX, UCCE, CVP, WebEx CC, NICE CXone / inContact, Zoom CC, Amazon Connect) o Unified Communications (Cisco CUCM/UC, Cisco CUBE, Zoom Phone, Microsoft Teams) Well-regarded for attention to detail, enthusiasm, and commitment to quality, I thrive in dynamic and fast-paced environments. My hands-on approach and deep technical understanding, consistently results in successful project implementations and satisfied clients. Whether it's designing complex UC solutions or optimizing Contact Centre operations, I'm passionate about leveraging technology to drive business growth and efficiency.
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    Session Initiation Protocol
    NICE
    Call Center Software
    VoIP PBX
    Microsoft Teams
    Cisco
    Cisco IOS
    Cisco CallManager
    SQL
    VoIP Administration
    Wireless LAN Controller
    VoiceXML
    Network Administration
    Cisco Meraki
  • $20 hourly

    • 4.0/5
    • (17 jobs)
    ⭐⭐⭐⭐⭐"Kudos to Glenda for keeping up with intense billing work and for helping us uncover some enlightening details with the clients' invoicing!" AR and AP Specialist 📒 | Debt Collector ☎️ | Customer Care Specialist 🎧 ✔ Quickbooks Online ✔ Xero ✔ Airwallex ✔ WooCommerce ✔ Stripe ✔ Paypal ✔ Thrivecart ✔ Ontraport ✔ Biller Genie ✔ Asana ✔ ClickUp ✔ Cayzu ✔ Zendesk ✔ Freshdesk ✔ Hubspot ✔ Vonage ✔ InContact ✔ Top Tracker ✔ Crisp ✔ Zoho ✔ MS Office ✔ MS Teams ✔ Google Suite ✔ Notion ✔ Slack 🔥 And the set of tasks that I'm recently involved in: 🔥 ✅ Maintain A/R records; prepare statements, bills, and invoices; process payments; respond to customer inquiries regarding account status, and reconcile expenses to the general ledger. ✅ Generates reports in MS Excel, Google Sheets, MS Word, and Google Docs. ✅ Has knowledge of using applications for billing such as Stripe, Paypal, Thrivecart, WooCommerce, Ontraport, Quickbooks, and Xero. Other applications/tools are Slack, Asana, ClickUp, Cayzu, Freshdesk, Zendesk, and G-Suite. ✅ Utilizing Xero and Quickbooks to manually create one-time and recurring invoices. ✅ Updating General Ledger for all the invoices created, payments received, and declined payments (if any). ✅ Uses Thrivecart, Stripe, Paypal, WooCommerce, and Ontraport for automatic payment/rebills. ✅ Pausing of subscriptions if requested by the Account Directors due to delays in live dates and account cancellations if requested by clients. ✅ Processing refunds as per clients’ requests. ✅ Responding to clients’ queries via Cayzu, Freshdesk, Zendesk, and Gmail. ✅ Reporting to the COO weekly for the statuses of the clients who are missing their payments and why refunds took place (if there are any). ✅ Weekly auditing to ensure agencies/clients are being billed correctly. ✅ Handles the main inbox and downloads invoices/statements to the company's Google Drive. ✅ Enter invoices to Xero from Suppliers, Contractors, and Freelancers for CFO's payment scheduling. ✅ Keeps track of the pricing (Purchase Orders VS Invoices). ✅ Directly communicates with the suppliers for concerns such as pricing discrepancies and payments. ✅ Updating the company's spreadsheet for products received and paid. ✅ Responsible for the payroll of freelancers through Paypal and Airwallex. ✅ Bank Reconciliation. ✅ Maintains Financial Dashboard.
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    Debt Collection
    Oracle NetSuite
    Payment Processing
    WooCommerce
    Stripe
    Google Workspace
    Xero
    Microsoft Office
    Invoicing
    Accounts Receivable
    Bank Reconciliation
    Bookkeeping
    Accounts Payable
    Intuit QuickBooks
  • $25 hourly

    • 5.0/5
    • (13 jobs)
    Hey there! I’m a project lead, Notion expert and virtual assistant with 5 years in the customer service industry. Hire me for: -Notion. Templates, data base setups, automations and workspace improvements. -Project Management. Looking after an outstanding outcome, I can lead teams, organize, plan and apply strategies to take your project to success. -Virtual Assistant: As a business administration student, experienced inside and outside of Upwork, I have knowledge in different tools and count with valuable skills such as time management, organization, proactivity and excellent communication. Tools: -Slack -Notion -ClickUp -Asana -Google Suite -Microsoft Office -Shopify -Gorgias
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    Google Slides
    Google Sheets
    PPTX
    Notion
    Translation
    Data Entry
    Gorgias
    Shopify
    Soft Skills Training
    Customer Service
    Community Goals & KPIs
    KPI Metric Development
    Leadership Skills
    Communication Skills
    Project Management
  • $19 hourly

    • 4.8/5
    • (35 jobs)
    Jobs/projects that I can do for you: - complex Excel reports (macros and pivot tables) - web design (Dreamweaver, HTML, CSS) - graphics (Photoshop CS3, Illustrator CS6) - email marketing (ConstantContact, Robly and MailChimp) - technical support (non-voice) - system administration (Windows AD environment) - managing a team of IT support agents - establish processes Technology that I am highly proficient in: - ConnectWise (config and admin) - CarbonBlack (config and admin) - Google Workspace (config and admin) - FreshService / FreshDesk (config and admin) - Adobe Photoshop / Illustrator / Dreamweaver - LDAP using Apache - Wordpress, CSS and HTML - Windows Server (2003 and up) - Windows OS (98 and up) - MS Office (advanced proficiency in Excel) - PBX VOIP (Digium Switchvox and inContact) - Sabre Red Workspace - ConstantContact, Robly and MailChimp I am a technical person who maintains an excellent work ethic with clients regardless of the setting, may it be within or outside Upwork. I set expectations on what I believe I can achieve in the timeframe given and what I cannot. I like learning new things, keeping an organized environment and I work best when under pressure. I have a varied skill set. I've managed the Systems team for a BPO for over 10 years. The job entails ensuring the smooth flow of the network operations of the company which includes email, VOIP and other servers as well as the management of the rest of members of the Systems team. When I am not managing the team, I am a graphic artist and web designer, proficient in SEO which is very critical in web marketing. My knowledge in graphics design started 13 years ago with Adobe Photoshop. I have designed logos, banners and invitations for various clients over the years. I have the same number of years of experience with web design, from using only notepad down to using Dreamweaver CS5. I usually incorporate Java along with some PHP and CSS to exceed the expectations of the clients. I have a year of experience working as a radio announcer and disc jockey for a local station and also did a few hosting gigs for weddings, concerts and other events. My experience with technical support includes more than 4 years as a software/hardware level 3 support (phone and email) for a well known computer manufacturer. I am a Dell Certified System Expert for over 5 years. I have more than 5 years of experience as a systems and network administrator for one of the most well-known online travel agency in the US.
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    Customer Service
    Microsoft Excel
    Helpdesk
    Email Marketing
    Sabre
    Email Communication
    Adobe Photoshop
    Customer Support
    Call Center Management
  • $20 hourly

    • 5.0/5
    • (14 jobs)
    I am able to assist in many different area from communitcation through phone, email and chat, to assisting with programs and setting up software. I can be a assistant. I can work on my own or with others. I am here for whatever you need. Reach out to me today
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    Slack
    Zoom Video Conferencing
    Microsoft Teams
    Citrix Systems GoToAssist
    Citrix ADC
    Microsoft 365 Copilot
    iPhone & iPad Apps
    CRM Software
    Citrix
    Chat & Messaging Software
    Email Campaign
    Email
    Phone Communication
    Online Chat Support
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