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Customer Service, Sales, and B2B/B2C Specialist With extensive experience in customer service, lead generation, and sales across B2B and B2C sectors, I bring a proven track record of delivering top-notch CRM solutions. As a former Universal Agent in a business process outsourcing setting, I managed a wide range of customer inquiries, including mobile, landline, broadband, digital services, and logistics concerns. My expertise spans billing explanations, credit processing, relocation support, technician dispatches, troubleshooting, and more. I also excelled in backend responsibilities and collaborated with onshore teams for effective complaint resolution and legacy plan updates. In addition to my customer service proficiency, I possess skills in academic writing, sales, marketing, web research, and administrative tasks. I am eager to leverage my BPO industry experience and extend my capabilities into writing and research projects on Upwork. I am committed to continuous learning and skill enhancement to provide exceptional service and high-quality results to my clients.

Most support teams don’t fail because of volume, but they fail because of broken systems, slow processes, and lack of ownership. I fix that. What I Do: I help SaaS companies and digital businesses build high-performing Customer Success and Technical Support operations that scale, without chaos. With 8+ years of experience leading Support, Customer Success, and Operations teams, I go beyond resolving tickets. I design systems that improve onboarding, reduce churn, and increase activation, retention, and overall customer satisfaction. --- How I Can Help Customer Success & SaaS Onboarding I guide users from first login to full adoption through onboarding calls, product walkthroughs, and structured flows that reduce time-to-value. Technical Support (Tier 1–3) Troubleshooting across SaaS platforms, CRMs, APIs, automations, and integrations. I focus on fixing root causes, not just closing tickets. CRM Setup, Cleanup & Optimization HubSpot, Zoho, Odoo, Zendesk, GoHighLevel, Salesforce * Data cleanup and structuring * Pipeline and workflow optimization * Automation setup * Reporting accuracy improvements Workflow Automation Using Zapier, Make, and CRM-native tools, I eliminate repetitive work and improve efficiency. Typical workload reduction: 20–50% SOPs, Documentation & Process Building I create scalable playbooks, onboarding systems, and internal documentation that make teams faster, more consistent, and easier to scale. --- Proven Impact * Increased customer activation and adoption by 35%+ * Reduced onboarding and resolution time by 30% * Built 50+ SOPs and scalable support systems * Improved CRM data accuracy and reporting * Managed and scaled teams of 5–20 members --- How I Work I take ownership from day one. * Clear, proactive communication * Fast execution with long-term thinking * Focus on solving the root problem, not just symptoms --- Case Study: SaaS Operations Transformation A growing SaaS company was struggling with slow onboarding, messy CRM data, and repeated customer issues. What I did: * Rebuilt onboarding workflows and customer journey * Cleaned and restructured CRM (pipelines, automations, reporting) * Implemented automation using Zapier and Make * Created SOPs and QA frameworks for the support team Results: * 35% increase in customer activation * 30% faster onboarding and issue resolution * 20–50% reduction in manual workload * Noticeable improvement in CSAT and retention --- Why Clients Choose Me * Strong mix of technical and operational expertise * Proven leadership and team management * Adaptable across different SaaS environments * Reliable, detail-oriented, and outcome-driven --- Let’s Work Together If you need someone who can lead your support function, fix broken processes, and improve customer experience while scaling your operations, I’d be glad to help.

Are your operations running you instead of the other way around? Messages falling through the cracks. CRM data that's a mess. Customer issues piling up while you're stuck coordinating instead of growing. Sound familiar? I'm Hatim Khan, an operations and CRM specialist with 6+ years of experience helping businesses bring structure, clarity, and control to their daily workflows. With 1,456+ hours logged on Upwork, a 100% Job Success Score, and Top Rated status, I don't just assist. I stabilize, organize, and optimize. ⚙️ How I Support Your Business End-to-end Virtual Assistance and Administrative Control CRM Management, Cleanup, and Client Communication Flow Customer Support across email, live chat, and phone systems Workflow Optimization and Automation using Zapier Project and Team Coordination with clear task ownership Dispatching and Logistics Coordination (Trucking and NEMT) Data Management, Research, and Reporting Invoicing, Chargebacks, and Administrative Tracking 🛠️ Systems and Tools I Work With CRM and Support: HubSpot, Salesforce, GoHighLevel, Zendesk Project Management: Asana, ClickUp, Monday, Bitrix24 Automation: Zapier, ActiveCampaign, Mailchimp, Typeform Communication: Slack, Google Workspace, Teams, Skype Scheduling: Calendly, Hubstaff Platforms: WordPress, Shopify, Canva ✅ What You Gain Working With Me Structured operations instead of scattered, reactive workflows Faster response times and consistent client communication Clear visibility on tasks, progress, and priorities at all times Reduced workload without losing control of your business A proactive partner who spots inefficiencies before they cost you 💡 Why I Stand Out Most VAs wait to be told what to do. I map out what needs to happen and make it happen. My background spans high-pressure dispatching (trucking and NEMT), CRM cleanup and automation, and direct customer support, which means I understand operations from the ground up, not just from a checklist. I'm organized, responsive, and focused on long-term partnerships where my work has a measurable impact on your business. 📌 Let's Bring Order to Your Operations If your business feels overloaded, disorganized, or stuck in reactive mode, I can step in and build the structure you need to move forward with confidence. Send me a message describing your current workflow or biggest operational challenge, and I'll respond within hours with a clear, practical plan.

From strategic planning to ongoing maintenance, I can be someone who would act as a business manager, project manager, and key individual who can hold all the strings to your business success. COST-EFFECTIVE yet HIGH-QUALITY Service - 14,000 plus hours on Upwork - Top Rated Plus - Worked with enterprise Fortune 500 companies. - Sectors worked on: Federal, SLED, K-12, and Commercial From strategic planning to ongoing maintenance, I can be someone who would act as a business manager, project manager, and key individual who can hold all the strings to your business success. Key expertise in the following domains with a proven track record: - Supply Chain Management: (Sales Distribution & Logistics) - Accounting, Finance & Audits: (Xero, SAGE, QB, ZOHO, and manual accounting) - Business Process Outsourcing: (Back Office Operations, RFQ/RFP Lifecycle, Order Processing, Shipping, Logistics, Vendor Management, Collection, GR/IR, Reporting, Forecasting, and Team Management) - Customer Service/Support: (Chat Support, Email Support, and Phone Support) - Data Management: (Inventory Management, Forecasting, Meta Tags, Hierarchy Design, Terms, and Process) - Business Development: RFQ, RFQ, Quoting, Federal Bids, Tracking Bids, and Vendor Management - Marketing: Content Marketing, Community Engagement, Ad and Email campaigns, Surveys, Lead Management, and social media Domains & Tools: - ERPs: Sap, NetSuite, MS Dynamics, Zoho, Odoo - PROJECT MANAGEMENT: Asana, Trello, Airtable, Monday.com, ClickUp, Smart Sheet, Jira - TICKETING: Zendesk, Freshdesk, Freshsales - G-Suite: Google Docs, Sheets, Slides, Forms, Drive, and integrations - MS Suite: Microsoft Word, Excel, PowerPoint, OneNote, Outlook, and Visio Communication: WhatsApp, Skype, Google Meet, Slack, Zoom, Uber Conf, Ring Central & WebEx I am just a call away

Hello! Hello! I’m an operations leader with 9+ years of experience, spanning healthcare IT (EHR/EDI) and retail e-commerce operations management and customer support leadership along with heading recruitment and people operations. I’ve aligned teams, established standards, and helped businesses scale. From leading customer support to driving operational workflows, I focus on communication, accountability, and execution. •Startups and growing businesses don't usually struggle because people aren't working hard. They struggle because communication, ownership, and accountability begin to break down as the business grows. •I help founders build structure, align teams, establish standards, and create the operational rhythms that allow businesses to scale with confidence. Over the years, I have built and led remote teams, recruited and developed talent, improved workflows, initiated coaching sessions, empowered employees through SOPs so they can work without micromanagement and help businesses create cultures of accountability and ownership. I believe operations is ultimately about people, communication, and execution. My focus is simple: • Build and align high-performing teams. • Introduce a Daily progress meet. That sorts 90% of the issues. • Establish clear ownership and accountability. • Improve workflows and operational efficiency. • Implement KPIs and OKRs that drive meaningful results. • Enable founders to focus on growth instead of daily firefighting. I adapt to existing environments, work comfortably with different systems and CRMs, and focus on strengthening teams rather than imposing unnecessary change. If you're looking for someone who can align people, build structure, and turn plans into execution, I'd be happy to discuss how I can help. Best Regards, Hashim Khan

With over 7 years of experience leading customer support operations across SaaS, E-commerce, AI, Health, and Non-Profit sectors, I help businesses build scalable, high-performing support functions that improve customer satisfaction and operational efficiency. My expertise lies in transforming complex customer service challenges into structured, results-driven solutions. I specialize in designing workflows, SOPs, KPIs, and support systems that enhance consistency, streamline team performance, and deliver exceptional customer experiences. With strong hands-on experience across CRM and support platforms, I manage end-to-end support operations with a focus on speed, quality, and continuous improvement. Key Highlights: Developed and implemented comprehensive customer support SOPs, improving process consistency and significantly reducing onboarding time for new team members. Conducted one-on-one coaching sessions and performance reviews, contributing to a 40% increase in team productivity. Defined, monitored, and optimized key service metrics including CSAT, NPS, FCR, AHT, ART, and SLA performance. Collaborated closely with product and development teams to identify root causes of recurring issues, helping reduce technical support cases by 15%. Managed and trained teams of 10+ freelancers and support staff, improving response quality, turnaround time, and brand consistency. Maintained an average first response time of 2 hours while handling high-volume email support environments. I am committed to creating customer support systems that are efficient, customer-centric, and aligned with broader business goals. If you are looking for someone who can strengthen your support operations and elevate your customer experience, I would be glad to connect and discuss how I can contribute.