Hire the Best ServiceMax Specialists

Hi! I’m a Technical Support and Customer Service Specialist with almost 4 years of experience supporting eCommerce and iPaaS platforms. I’ve worked closely with merchants, clients, and internal teams to troubleshoot integration issues, provide excellent customer support, and ensure smooth system operations. My technical experience includes working with: - JSON data and payload validation - API integrations and troubleshooting - Basic SQL and database concepts - Webhooks, endpoints, and data mapping - Shopify, Magento, BigCommerce, eBay, and NetSuite integrations - Zendesk, Gorgias, and CRM/ticketing systems As a Technical Support Specialist at Celigo, I supported customer-facing integration flows and endpoints related to: Order Import & Export APIs Fulfillment and Shipment endpoints Product and Inventory synchronization Customer data integrations ERP and eCommerce platform connections REST API troubleshooting and error investigation I also have strong customer service experience, where I handled escalations, resolved customer concerns professionally, and maintained a friendly and personalized approach in every interaction. I’m detail-oriented, patient, easy to work with, and committed to providing reliable support that helps businesses run smoothly.

Are you looking for a versatile support professional who can seamlessly bridge the gap between high-touch customer service and meticulous backend technical operations? I help businesses protect their customer relationships and streamline their daily workflows. Whether you need someone to manage complex technical support tickets, onboard new clients onto your platform, or keep your CRM data perfectly clean, I ensure no detail falls through the cracks. With a strong balance of technical aptitude and empathetic communication, I step into your operations from Day 1 to manage: ● Customer Service & Email Communication: I handle high-volume email and chat queues with a warm, professional, and human tone. I excel at resolving complex issues, de-escalating customer complaints, and maintaining high satisfaction scores without relying on robotic scripts. ● Technical Support & Troubleshooting: I don't just answer basic questions—I dive deep into software, diagnose platform issues, distinguish between user error and system bugs, and coordinate with development teams to find resolutions. ● Client Onboarding & Success: I guide new clients smoothly through their initial setup and implementation journey, ensuring they understand product functionality and achieve immediate value. ● CRM Management & Data Entry: Expert in maintaining absolute data hygiene across platforms like HubSpot, Salesforce, or GoHighLevel. I log client interactions, update records, and keep your pipelines accurate. ● Order Fulfillment & Operations: Experienced in navigating e-commerce backends (like Shopify), managing product variants, updating SKUs, and coordinating with logistics systems to handle fulfillment, returns, and exchanges smoothly. My Technical Tool Stack Includes: • CRMs & Helpdesks: HubSpot, Zendesk, Gorgias, Salesforce, Freshdesk • Operations & Fulfillment: Shopify, Shopify Plus, Microsoft Office, Google Workspace • Project Management: Asana, Jira, Notion, Slack I am highly organized, self-directed, and adapt quickly to shifting priorities in fast-paced remote environments. Let's discuss how I can take these operational tasks off your plate so you can focus on scaling. Click the "Invite to Job" button to get started!

With 6+ years of experience in high-volume contact center environments, I have evolved from frontline Customer Service Representative to Quality Assurance Analyst and Team Lead — leading teams, optimizing performance, and driving measurable operational improvements. I specialize in managing people, processes, and performance metrics to create scalable and efficient customer support operations. Throughout my career at Teleperformance Colombia, I have: • Led and mentored teams to meet and exceed KPIs • Designed and implemented performance improvement action plans • Analyzed quality metrics and operational reports • Conducted calibration sessions and compliance audits • Reduced service gaps through process optimization • Ensured adherence to quality and communication standards My background allows me to understand both frontline challenges and management strategy — bridging execution with leadership. I am now focused on roles such as: • Customer Experience Manager • Operations Manager • Team Lead / Supervisor • QA & Performance Manager If you are looking for someone who can strengthen operations, improve performance metrics, and build accountable, high-performing teams — let’s connect.

𝐇𝐨𝐰 𝐈 𝐬𝐨𝐥𝐯𝐞 𝐲𝐨𝐮𝐫 𝐞𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 & 𝐒𝐚𝐚𝐒 𝐛𝐨𝐭𝐭𝐥𝐞𝐧𝐞𝐜𝐤𝐬: 🟢 eCommerce Operations & Order Management: I handle Shopify, Amazon Seller Central, and multi-channel fulfillment workflows, from WISMO resolution to inventory sync so your backend runs without leaks. 🟢 SaaS Customer Success & Onboarding: I specialize in HubSpot, GoHighLevel, Zendesk, and Intercom to structure CRM data, automate user onboarding, and turn trial users into paying customers. 🟢 Proactive Retention & Dispute Mitigation: I streamline returns, refunds, and chargeback protocols to protect merchant accounts and transform friction into loyalty. 🟢 Scalable Support Systems: Whether it's Freshdesk, Gorgias, or custom help stacks, I maintain SLA compliance and high CSAT through brand-aligned, empathetic communication, across email, chat, and ticket channels. 🟢 Technical Support for SaaS Products: I troubleshoot user-facing issues, document solutions, and bridge the gap between your product team and customers who need fast, clear answers. 𝙔𝙤𝙪 𝙗𝙪𝙞𝙡𝙩 𝙖 𝙜𝙧𝙚𝙖𝙩 𝙥𝙧𝙤𝙙𝙪𝙘𝙩. 𝘿𝙤𝙣'𝙩 𝙡𝙚𝙩 𝙥𝙤𝙨𝙩-𝙥𝙪𝙧𝙘𝙝𝙖𝙨𝙚 𝙛𝙧𝙞𝙘𝙩𝙞𝙤𝙣 𝙠𝙞𝙡𝙡 𝙮𝙤𝙪𝙧 𝙧𝙚𝙥𝙪𝙩𝙖𝙩𝙞𝙤𝙣 🚀 High ticket volume and constant "Where Is My Order" inquiries don't just drain your team, they erode profit margins and customer lifetime value. I help high-growth Shopify brands and B2B SaaS companies transform chaotic support queues into streamlined retention engines that drive repeat revenue. With 3+ years supporting US and European eCommerce stores and SaaS platforms, I bridge the gap between Customer Experience and Backend Operations. I don't just clear tickets, I build the workflows, CRM automations, and onboarding sequences that prevent problems from recurring in the first place. My goal is to organize your operations so they're scalable, allowing you to focus on growth while I ensure your customers whether shoppers or software users are handled with precision, empathy, and speed. 📩 𝗟𝗲𝘁'𝘀 𝗰𝗼𝗻𝗻𝗲𝗰𝘁 𝗮𝗻𝗱 𝗱𝗶𝘀𝗰𝘂𝘀𝘀 𝗵𝗼𝘄 𝗜 𝗰𝗮𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘆𝗼𝘂𝗿 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝘀𝘁𝗼𝗿𝗲, 𝗦𝗮𝗮𝗦 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺, 𝗼𝗿 𝗖𝗥𝗠 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀.

I help eCommerce brands build better support systems. That includes fixing messy setups, improving workflows, reducing repetitive tickets, and creating scalable CX operations that do not rely on agents doing everything manually. My work usually includes: • Gorgias audits and optimization • tagging, ticket fields, macros, rules, and views • AI Agent guidance and automation logic • Help Center and FAQ systems • support SOPs and process design • team workflow cleanup and implementation I focus on implementation, not theory. That means I look at your actual setup, ticket flow, support issues, and team process, then build the systems that make support faster, cleaner, and easier to scale. Clients have described my work as: • “transformed backend operations” • “cut customer service volume by 50% without losing personal touch” • “automation boosted sales by answering pre-purchase doubts” • “worth its weight in gold” Top Rated Plus freelancer with 100% Job Success. If you need someone who understands Gorgias beyond basic setup and can actually improve how your support operation runs, I’m a strong fit.

Results-driven Operations Specialist with extensive experience managing high-volume, SLA-driven workflows in fast-paced remote environments, handling 60–80+ daily transactions across SaaS, insurance, EDI, and customer operations. Skilled in dispatch-style coordination, scheduling, escalation management, billing support, and cross-functional communication while maintaining accuracy, urgency, and exceptional customer service. Proficient with Salesforce, Zendesk, ServiceNow, VoIP systems, and operational workflow platforms, with logistics training in freight dispatch, route coordination, load management, and transportation workflows, including familiarity with RouteGenie, DAT, and Truckstop. Highly organized, dependable, and capable of independently managing time-sensitive operations, customer communication, scheduling, and operational problem-solving in remote U.S.-based environments.