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💼 Customer Success | 🎯 Data & Research Analyst | 🕵️‍♀️ AML/KYC Specialist | 🔧 Virtual Assistant for Startups & Fintechs | 📽️ Project Mamanagement | 📝 Compliance | E-Commerce 🌟 Hi, I’m Charity — your go-to expert for Customer Success, Research, Virtual Assistance & Fintech Ops! 🌟 With over 8 years in the corporate world and 3+ years of freelancing with dynamic startups and fintechs, I’ve worn many hats — and looked great in all of them (professionally speaking, of course 😉). From supporting high-net-worth clients to catching fraud before it happens, I’m the behind-the-scenes force that helps teams thrive and businesses scale smoothly. 🔍 What I Actually Do ✅Deliver standout customer experiences via chat, email & phone ✅Conduct KYC, AML, EDD, credit risk reviews, and fraud checks like a detective with a dashboard ✅Analyze data, optimize processes, and write reports that actually make sense ✅Create SOPs and compliance policies, manage inboxes, organise chaos, and make operations breathe easier ✅Provide smart, reliable virtual support to founders, teams, and execs ⚡ Tools I’ve Mastered Customer & Communication: Zendesk, Slack, Google Suite, Microsoft Office, Zoom, Skype, Mailchimp Fraud/AML/KYC: Lexis Nexis Bridger, Refinitiv Worldcheck, RDC, ComplyAdvantage, Factiva, Orbis, Sayari, Sardine, Sift, Persona, Sentilink, Sumsub, Plaid Creative & Research: Canva (basic), Lexis Nexis, web digging like a pro 💡 A Few Things I’m Known For: 👌Building trust with clients and teams 👌Catching things others miss (details matter!) 👌Creating systems that work and grow with you 👌Always thinking two steps ahead 👌Bringing good vibes and serious skills to every project I’ve completed training in Lean Six Sigma (Yellow Belt), team dynamics, risk management, business English, and more — and I bring that continuous learning mindset into every role I take on. 🚀 Bottom Line? I’m here to make your life easier, your customers happier, and your operations smoother. Whether you need someone to help with back-end tasks, handle sensitive compliance work, or support your team like an internal rockstar, I’m ready. Let’s chat about how I can help bring your goals to life. My rate is flexible — let’s find the right fit based on your business needs.

I am a versatile, detail-oriented General Virtual Assistant & Customer Service Specialist with proven experience supporting healthcare providers, executives, startups, and growing businesses across operations, administration, email and chat support, client relations, and back-office functions. With a strong background in customer service and administrative virtual assistance, I specialize in multi-channel support (email, chat, and phone), workflow optimization, and day-to-day operational support in fast-paced, remote environments. Throughout my career, I’ve worn many hats, including Medical Virtual Assistant (HIPAA Certified), Executive VA, Client Relations Manager, Customer Support Specialist, Hospitality Support Specialist, Trainer, and Social Media Admin, allowing me to adapt quickly and consistently deliver high-quality support. I take pride in being the dependable “go-to” professional who keeps inboxes organized, chats answered promptly, clients supported professionally, and operations running smoothly. I value clear communication, organization, and reliability, and I approach every task with care, accuracy, and attention to detail. Core Skills & Expertise • General Virtual Assistance • Customer Service (Email, Chat & Phone Support) • Inbox Management & Email Triage • Live Chat & Client Communication • Back-Office Operations & Process Improvement • Calendar, Task & Workflow Management • Client Relations & CRM Management • Healthcare Administration & Medical VA Support (HIPAA Certified) • Patient Coordination & Intake Support • Data Entry, Sourcing & Lead Generation • Hospitality & Booking Support • Social Media Administration • Training, SOP Creation & Team Support • Digital Marketing & Funnel Support (Basic) Tools & Platforms Communication & Support: Gmail, Outlook, Microsoft Teams, Slack, Telegram, WhatsApp, RingCentral, Line2, OpenPhone CRM & Operations: HubSpot, Salesforce, Freshsales, Freshcaller Productivity: Google Workspace, Microsoft SharePoint, Calendly, Loom Design & AI Tools: Canva, ChatGPT, Otter, Grammarly Tracking & Security: Hubstaff, Time Doctor, VPN, 1Password What I Bring I don’t just handle tasks, I support people and processes. My goal is to deliver responsive customer service, organized virtual support, and dependable back-office assistance that allows clients and teams to focus on growth. Whether you’re a small business owner, healthcare provider, or executive, I bring professionalism, consistency, and care to every interaction. Let’s connect! I’m always open to meaningful conversations and new opportunities.

Hi there! Welcome to my Profile! Are you looking for a seasoned professional who can seamlessly manage your customer experience while optimizing your daily operations? With over 10 years of experience and more than 26,000 logged hours as a trusted internal agent on Upwork, I bring unmatched reliability, efficiency, and expertise to your team. My background uniquely bridges high-volume customer support, specialized healthcare communication, and modern administrative efficiency. Whether handling sensitive e-health inquiries or streamlining workflows using advanced AI, I ensure your customers feel valued and your business runs smoothly. Please feel free to peruse over my Upwork work history to know more about my past clients. 💡 HOW I CAN ADD VALUE TO YOUR BUSINESS: Omnichannel Customer Support: Expert handling of email, phone, and live chat support with a focus on relationship management and swift conflict resolution. Specialized Industry Knowledge: Deep understanding of E-health, medical marketing, and healthcare training, making me an ideal fit for medical, wellness, and wellness-adjacent brands. Tech-Savvy Operations: Highly proficient in major support and CRM platforms (Zendesk, Zopim, Velaro) and advanced AI tools (Gemini, ElevenLabs, NotebookLM, Canva) to boost productivity and content creation. Comprehensive Administrative Support: Skilled in general virtual assistance, data entry, extensive research, and total workflow optimization. (Mondaydotcom | CallRail| Google Sheets) If you need an internal partner who requires zero hand-holding and hits the ground running, let’s connect to discuss how I can support your goals.

Hi With a total of 16 years of combined experience in customer service, admin support, compliance, operations support, and homecare onboarding, I help founders and CEOs keep their businesses running smoothly and efficiently. I can assist with: Client communication Compliance verification Administrative and operational support Homecare onboarding tasks I adapt quickly to existing systems, and I also help improve processes by identifying inefficiencies and ensuring smoother execution. Key Strengths 🌟 16+ years of experience handling high-volume tasks in fast-paced environments 🌟 Strong attention to detail with a focus on data accuracy, confidentiality, and compliance 🌟 Highly organized with excellent time management and the ability to handle multiple priorities Let’s connect and discuss how I can support your goals. Below are the tools that I used and mastered throughout the years. 💻 CRM tools ✅ Filevine ✅ Xero ✅ Zendesk ✅ Asana 👩🏻‍💻 Communication tools ✅ Zoom ✅ Webex ✅ Skype ✅ WhatsApp ✅ Teams ✅ Google Meet ✅ Openphone ✅ Ring Central 🎨 Creative tools ✅ Canva ✅ Adobe ✅ Lightroom ✅ Powerpoint 📊 Reporting tools ✅ Excel ✅ Google Sheet Let's discuss your company's challenges so I can leverage my experience to address them.

I’m a dependable and detail-oriented Chat Support & Customer Service Specialist with experience in Chairish marketplace support, medical and resupply customer service, and lead generation. I specialize in text-based customer communication, accuracy-driven support, and handling sensitive information in remote, fast-paced environments. What I do best: Chat and email customer support Order, billing, shipping, and account issue resolution Medical resupply customer service (CPAP, DME, recurring orders) Patient and customer communication with empathy and clarity Lead generation, CRM updates, and follow-ups High-volume ticket management with strong attention to detail Relevant Experience: Chairish Customer Support Supported buyers and sellers via chat and email Resolved shipping delays, cancellations, refunds, and listing issues Coordinated with sellers, shippers, and internal teams Followed platform scripts and workflows while maintaining a human tone Medical & Resupply Customer Service Assisted customers with medical resupply orders and recurring shipments Handled product inquiries, replacements, returns, and order tracking Supported patients with insurance-related questions and documentation Maintained HIPAA-aware handling of sensitive data Ensured accuracy in order updates and customer records Lead Generation & Sales Support Researched and qualified leads Updated CRM systems and tracked follow-ups Supported outreach campaigns and pipeline organization Tools & Platforms: Zendesk (ticketing, macros, workflows) Chairish support systems CRM tools (HubSpot, Salesforce—adaptable) Dropshipping Google Workspace (Docs, Sheets, Gmail) Slack, Zoom, internal messaging platforms I’m highly organized, self-motivated, and comfortable working independently while collaborating with distributed teams. Clients value my professionalism, responsiveness, and ability to deliver consistent, high-quality support.

✅ 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐋𝐨𝐲𝐚𝐥𝐭𝐲, 𝐍𝐨𝐭 𝐉𝐮𝐬𝐭 𝐀𝐧𝐬𝐰𝐞𝐫𝐢𝐧𝐠 𝐂𝐚𝐥𝐥𝐬 as a Technical Support Specialist and Customer Service Agent ✅ 𝐏𝐫𝐨𝐯𝐞𝐧 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞 in SaaS support and ecommerce customer support ✅ 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦 𝐌𝐚𝐬𝐭𝐞𝐫𝐲 from Shopify customer support to broader SaaS customer support 𝗛𝗶, 𝗜 𝗮𝗺 𝗙𝗮𝗵𝗮𝗱, 𝗮 𝘀𝗲𝗮𝘀𝗼𝗻𝗲𝗱 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 𝗮𝗻𝗱 𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗹𝗲 𝗩𝗶𝗿𝘁𝘂𝗮𝗹 𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝘁. 𝗜'𝗺 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝗯𝗼𝗼𝘀𝘁𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗰𝗹𝗶𝗲𝗻𝘁 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀 𝗮𝗻𝗱 𝘀𝘁𝗿𝗲𝗮𝗺𝗹𝗶𝗻𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀. 𝗜 𝗰𝗼𝗺𝗯𝗶𝗻𝗲 𝘀𝘁𝗿𝗼𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝘀𝗸𝗶𝗹𝗹𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗽𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵, 𝗲𝗻𝘀𝘂𝗿𝗶𝗻𝗴 𝗲𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗶𝘀 𝗵𝗮𝗻𝗱𝗹𝗲𝗱 𝘄𝗶𝘁𝗵 𝗽𝗿𝗲𝗰𝗶𝘀𝗶𝗼𝗻 𝗮𝗻𝗱 𝗲𝗺𝗽𝗮𝘁𝗵𝘆. I excel across all key communication channels, ensuring your customers receive top-tier support: 🟢 𝐋𝐢𝐯𝐞 𝐂𝐡𝐚𝐭 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Delivering real-time assistance as a Live Chat Agent or Live Chat Operator, providing immediate solutions. 🟢 𝐄𝐦𝐚𝐢𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Managing inquiries efficiently with clear, concise, and empathetic responses. 🟢 𝐏𝐡𝐨𝐧𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Expertly handling complex queries and providing guidance. I'm skilled as a Virtual assistant phone specialist. My specialized experience extends to Helpdesk Support for seamless Customer Service onboarding. I've also served as a dedicated Shopify Virtual Assistant and Real Estate Virtual Assistant. Plus, I'm adept at calendar management to keep your schedule perfectly organized. 🟢 𝐓𝐨𝐨𝐥𝐬 & 𝐀𝐩𝐩𝐫𝐨𝐚𝐜𝐡: I'm highly proficient with industry-leading platforms, including Customer Support Zendesk, and other CRM tools (Intercom, Freshdesk, Zoho CRM, HubSpot, GHL, and Gorgias) for efficient Helpdesk management. My approach is rooted in meticulous detail and a solutions-first mindset, always aiming to exceed expectations and improve processes. 𝗟𝗲𝘁'𝘀 𝗱𝗶𝘀𝗰𝘂𝘀𝘀 𝗵𝗼𝘄 𝗺𝘆 𝗱𝗶𝘃𝗲𝗿𝘀𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗮𝗻𝗱 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗲𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 𝗰𝗮𝗻 𝗯𝗲𝗰𝗼𝗺𝗲 𝗮𝗻 𝗶𝗻𝘃𝗮𝗹𝘂𝗮𝗯𝗹𝗲 𝗮𝘀𝘀𝗲𝘁 𝘁𝗼 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺. 🚀