Hire the Best Merrick Systems RIO Specialists

Experienced IT Support Specialist & Network/System Administrator with 11+ years of proven success in network design, system troubleshooting, and end-user support across enterprise, telecom, and BPO environments. I bring a rare blend of frontline technical support (chat, email, phone) and backend IT expertise, including Windows Server Administration, Active Directory, VMware, and system networking, along with tools like Zendesk, Freshdesk, and Salesforce. I specialize in: Network design and implementation System and network troubleshooting Remote technical support (Tier 1) Active Directory & Windows Server management IP Telephony (Cisco & Grand Stream) Ticketing system support & escalation (Zendesk, Freshdesk) Onboarding, documentation and training ✅ Looking for dependable IT support and network expertise? Let’s connect and build efficient, secure, and scalable systems for your business.

I help businesses run smoother on two fronts: supporting and training their people, and building the systems those people actually use. On the support and training side, I provide bilingual (English/European Portuguese) customer support, staff onboarding, and structured training programs — helping teams and clients understand new tools, processes, and services clearly in whichever language they're more comfortable in. I've also taught both English and Portuguese directly, one-on-one and in group settings. On the systems side, I build the software that support and training actually run on. My flagship project, Casebook, is a full multi-tenant SaaS platform (Next.js, Supabase, Stripe) I built solo — from data model to live billing — to run my own legal and real estate practice. It's in daily production use handling real client cases, document workflows, and payments, not a demo. I also built Geniemix Academy, a bilingual language-learning platform, from the ground up. Whether you need someone to train your staff, support your clients in two languages, or build the tool that makes both of those jobs easier, I bring all three together.

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.

👉 𝗔𝗕𝗢𝗨𝗧 𝗠𝗘: I'm a Customer Support Specialist (and currently studying Computer Science) passionate about building relationships and turning every customer interaction into a positive experience. With 2+ years of experience, I bring empathy, understanding, and a genuine desire to help to every interaction. 👉 𝐌𝐲 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞 Customer Support: Skilled in navigating the complexities of tech support, sales, and retention. Focused on creating positive customer journeys and fostering lasting loyalty. Communication: Excellent communication skills, ensuring clear and effective interactions. Problem-Solving: Proven ability to resolve customer issues efficiently and empathetically. 👉 𝐌𝐲 𝐀𝐩𝐩𝐫𝐨𝐚𝐜𝐡: I believe that customer support is more than just solving problems; it's about connecting with people and making a real difference in their experience. I'm driven by the opportunity to help customers succeed and build strong, lasting relationships. 👉 𝐋𝐞𝐭'𝐬 𝐂𝐨𝐧𝐧𝐞𝐜𝐭! I'm eager to contribute my skills and passion to your team. Let's discuss how I can help you create exceptional customer experiences.

B2B SaaS Customer Success Manager helping SaaS startups improve customer onboarding, reduce churn, increase product adoption, and manage customer relationships using HubSpot, Intercom, Zendesk, and Salesforce. I help B2B SaaS startups reduce churn, improve customer retention, increase product adoption, and create smoother onboarding experiences that keep customers engaged long-term. Most SaaS companies lose customers because onboarding feels confusing, follow-up is inconsistent, customer health is not monitored proactively, and support becomes reactive instead of strategic. I help you avoid that. My goal is to help your customers see value quickly, stay engaged with your product, and renew confidently. Here’s how I support SaaS companies: ◆ Customer Onboarding & SaaS Implementation: I manage customer onboarding workflows from kickoff to activation, ensuring users have a smooth transition into your platform. I assist with onboarding coordination, onboarding calls, implementation support, account setup, user guidance, and onboarding follow-ups to improve activation and time-to-value. ◆ Customer Retention & Churn Reduction: I proactively manage customer relationships by tracking customer engagement, monitoring customer health, identifying at-risk accounts, and maintaining consistent communication throughout the customer lifecycle. My goal is to reduce churn, improve retention, and strengthen customer loyalty. ◆ Product Adoption & Customer Engagement: I help customers fully utilize your SaaS platform by driving product adoption, increasing feature engagement, coordinating customer education, and ensuring customers continuously receive value from your product. ◆ Customer Success Operations & CRM Management: Experienced managing customer success workflows, onboarding pipelines, support coordination, renewals, and account updates using HubSpot CRM, Salesforce, Intercom, Zendesk, Freshdesk etc. ◆ Customer Support & Escalation Management: I handle customer communication across email, chat, and ticketing systems while maintaining fast response times, organized follow-up, and professional issue resolution. Experienced managing support tickets, customer escalations, customer inquiries, and cross-functional communication between customers and internal teams. ◆ Account Management & Customer Relationship Management: I support SaaS companies through proactive account management focused on customer engagement, relationship building, retention, renewals, and long-term customer success. My account management support includes customer relationship management, customer check-ins and follow-ups and renewal coordination. ◆ Account Health Monitoring: I monitor account health to make sure that customers are achieving success while using the product. to make sure there's no surge in ticket, no usage drop and low adoption What I Can Help Your SaaS Company Improve: ✓ Customer onboarding experience ✓ Product adoption and user engagement ✓ Customer retention and renewals ✓ Churn reduction strategies ✓ Customer lifecycle management ✓ Customer health tracking ✓ Customer communication workflows ✓ CRM organization and reporting ✓ Support ticket management ✓ Customer satisfaction and CSAT performance Results I Have Achieved: ✓ Improved onboarding completion rates by 35% ✓ Reduced customer response times by 40% ✓ Increased customer retention by 30% ✓ Improved customer engagement and product adoption ✓ Maintained organized CRM and customer success workflows Tools & Platforms: ▪ HubSpot CRM ▪ Salesforce ▪ Intercom ▪ Zendesk ▪ Freshdesk ▪ Gorgias ▪ ClickUp ▪ Asana ▪ Slack ▪ Google Workspace ▪ Pipedrive Why Work With Me: ✓ Strong SaaS onboarding experience ✓ Organized customer success operations ✓ Proactive communication and follow-up ✓ Detail-oriented CRM management ✓ Focus on retention, renewals, and customer satisfaction ✓ Calm, empathetic, and solution-focused communication I work closely with SaaS founders, customer success teams, and support teams to manage the customer lifecycle from onboarding implementation to renewals, customer engagement, and long-term retention. If you need a B2B SaaS Customer Success Manager who can improve customer onboarding, strengthen customer retention, manage customer relationships, support renewals, and help customers adopt your SaaS product successfully… Send me a message or invite me to your Upwork job. I’m ready to help your customers succeed from onboarding to renewal, while helping your SaaS business grow long-term.

I help agencies and service businesses transform GoHighLevel into the operating system of their company. Not just another CRM. A complete, secure business system. Over the past several years I’ve built production-grade CRM environments that connect sales, operations, finance, AI and customer communication into a single platform that actually scales. Most businesses already have the tools. They have GoHighLevel. They have CRMs. They have automations. The real problem is that everything works in isolation. Leads get lost. Teams duplicate work. Managers have no visibility. Revenue leaks between disconnected systems. That’s where I come in. I design CRM architectures that eliminate operational chaos and create scalable, hardened systems built around the way your business actually works. Typical projects include: • GoHighLevel CRM Architecture • White-label multi-account environments • Marketing & Sales Automation • Revenue Operations • AI Voice Agents • System Hardening & Secure API Integrations • n8n Automation (Python) • CRM Migrations • Twilio & WhatsApp • HubSpot, Shopify, Airtable and custom integrations Recent projects include: • Multi-office GoHighLevel infrastructure for a US legal marketing company, including automated lead routing, commission management, reporting and client lifecycle automation. • AI Voice Agents integrated with GoHighLevel, Retell AI, Twilio and custom workflows for lead qualification and customer support. • Enterprise automation systems processing thousands of workflow executions per day using n8n, Python and AI, built with strict data security standards. I don’t build disconnected automations. I build secure systems that companies can grow on.