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Reliable, friendly, and detail-oriented Customer Service Professional with 10+ years of experience providing Email, Chat, and Phone Support for global clients. I help businesses maintain high customer satisfaction and smooth operations through fast, accurate, and empathetic communication. - Expert in Zendesk, Freshdesk, HubSpot, and Salesforce - Skilled in Complaint Resolution, Order Management, and Ticket Handling - Fluent in English, intermediate Spanish - Flexible schedule & quick turnaround Whether it’s E-commerce, Tech Support, or SaaS customer service, I bring professionalism, patience, and clear communication to every interaction. Let’s work together to make your customers feel valued and supported!

I’m Umar Zia and I help businesses streamline customer interactions, improve client retention, and increase conversions through professional customer support, technical assistance. With hands-on experience across phone, chat, and email support, I specialize in delivering fast, solution-oriented communication while maintaining a high level of customer satisfaction and operational efficiency. I am experienced in handling inbound and outbound communication for startups, agencies, SaaS companies, eCommerce businesses, healthcare providers, real estate teams, and service-based companies. 🔥 What I Bring ✔ Customer Support, Customer Service ✔ Phone, Chat and Email Support ✔ Appointment Setting & Calendar Management ✔ Inbound & Outbound Customer Support ✔ B2B & B2C Lead Generation ✔ Telemarketing ✔ CRM Management & Data Entry ✔ Virtual Assistance & Admin Support Customer Support & Customer Service ➛ Inbound and outbound customer support ➛ Phone, email, and live chat support ➛ Customer onboarding and retention ➛ Complaint handling & conflict resolution ➛ Escalation management ➛ Ticket management systems ➛ Order tracking and refund processing ➛ Customer satisfaction optimization ➛ SLA and KPI-focused support delivery ➛ Multi-channel communication support ➛ Relationship building and customer nurturing ➛ Objection handling and negotiation Virtual Assistance ➛ Administrative support ➛ Calendar and inbox management ➛ Appointment scheduling and coordination ➛ Data entry and database management ➛ CRM updates and pipeline management ➛ Internet research and lead sourcing ➛ Workflow organization ➛ File and document management ➛ Task coordination and reporting ➛ Executive assistance 📊 Results I Deliver: • 100+ outbound calls daily • 20–40 qualified appointments weekly (depending on campaign) • Improved show-up rates by 30%+ through structured follow-ups • Reduced no-shows with confirmation & reminder systems • High-quality lead qualification to save your sales team time Success Stories: 🎯 Helped a SaaS company reduce customer response times by 70% through efficient phone, chat, and email support while maintaining high customer satisfaction ratings. 🎯 Assisted an eCommerce business in handling high-volume customer inquiries, order tracking, and refunds, resulting in improved customer retention and smoother operations. 🎯 Supported a healthcare provider with appointment scheduling, calendar management, and inbound customer support, helping reduce missed appointments and administrative workload. 🎯 Generated consistent B2B leads and booked qualified appointments for a real estate company through strategic cold calling, follow-ups, and CRM management. 🛠 Tools & Platforms ⁃ Salesforce ⁃ HubSpot ⁃ Zoho CRM ⁃ Pipedrive ⁃ Freshdesk ⁃ Zendesk ⁃ Intercom ⁃ Slack ⁃ Microsoft Teams ⁃ Google Workspace ⁃ Calendly ⁃ GoHighLevel ⁃ RingCentral ⁃ Aircall ⁃ Dialpad ⁃ Dialer360 ⁃ IBM Dialer ⁃ MagicJack ⁃ Microsoft Office Suite 🎯 Why Hire Me? ✓ Quick response times and proactive communication ✓ Technical understanding combined with customer service expertise ✓ Sales-oriented mindset focused on business growth ✓ Reliable appointment scheduling and lead conversion support ✓ Ability to represent your brand professionally ✓ Flexible availability for long-term collaboration ✓ Experience handling high-volume customer interactions 📩 Send me a message, I’m ready to start immediately! Keywords: Customer Support, Customer Service, Appointment Setting, Phone, Email, Chat Support, Outbound, Inbound, appointment scheduling, call, virtual assistance, CRM, technical support, Customer Success, Help Desk, Live Chat, Calendar Management, B2B , B2C , CRM Management, Customer Service

Experienced Customer Service Specialist with over 10 years of expertise in delivering exceptional client support and communication across diverse industries. In the past 4 years, I have worked with Upwork Global internally as a phone agent handling high-value clients and freelancer inquiries across various communication channels. Additionally, I had the honor of honing my skills working with companies like AT&T Mobility (US) and Convergys Philippines during the early years of my professional career, fostering client satisfaction, and maintaining a professional demeanor in fast-paced environments. Dedicated and hardworking professional with strong multitasking abilities. Recognized as a person with integrity, ambition, trustworthiness, and responsibility, with the capability to excel independently or as part of a team. Excellence in written and verbal communication skills, complemented by a bright and positive attitude. Specializations: ● Customer Service ● Communication skills via phone, chat, and email ● Data Collection/Processing and Computer Management ● CRM tools management (Zendesk, Hubspot, etc.) ● Virtual Assistance and Administrative tasks ● Team Collaboration and Organizational skills ● Commitment to learning

I am a self-motivated, skillful customer support representative who takes pride in customer satisfaction, and meeting and exceeding the organization's goals. A diligent virtual assistant with experience in providing remote, personal, and administrative support to busy professionals worldwide. Flexible and adaptable to new roles with fundamental adaptability to new technology. I seek to contribute my skills to increase the organization’s productivity and sales revenue while ensuring high-level customer satisfaction. SKILLS Professional use of video conferencing Software and excellent communication and customer relationship. Comfortable use of business communication tools. Expert management of various social media platforms. Tickets live chats and phone support agent. Email support and management.

I am a native french speaker who got graduated in India, where I stayed for 6 years then moved to Philippines. I believe, I have the necessary skills and abilities for positions such as: Help Desk/Ticket Support Live Chat Support Email Support Inbound Phone Support Outbound Phone Support I have been, for 2 years, a french tutor in an English institute, and I worked as French Customer Support Representative in a firm in Philippines. I have been working for the past 5 years on Upwork, where I worked on various projects. I do have experience in Zendesk, Desk, Uservoice, Intercom, Hubstaff, Slack, Zopim, Livechat, Google environment, Asana, Trello. I also attended the learning session for the PMP certification, from PMI.