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Greetings, I’m Yasir, a Customer Support Specialist with 5+ years of experience managing high-volume communication for E-commerce brands and short-term rental businesses. At the core, my expertise is simple: Clear communication. Fast response. Issue control. Revenue protection. 🔹 E-commerce Support (Shopify / WooCommerce) ✔ Email & Live Chat handling ✔ Order tracking, refunds, exchanges ✔ PayPal / Klarna / Stripe disputes ✔ Chargeback prevention ✔ Ticket systems: Freshdesk Gorgias Zendesk Gmail Help scout Tawk.to Rich panel IONOS Reamaz e Out look To communicate with supplier: Discord Slack Lark Skype Whatsapp To monitor tracking status: Parcel panel Track 123 Social media moderator Facebook Instagram For disputes: PayPal Shopify charge backs I help brands reduce refunds, protect revenue, and maintain strong customer satisfaction. 🔹 Guest Communication & Listing Support (Airbnb, Booking, Expedia, Vrbo, Homeaway) ✔ Pre-booking & check-in communication ✔ Complaint handling & review protection ✔ Cleaning coordination ✔ Calendar & operational support ✔ Listing optimization ✔ Account setup ✔ Listing creation ✔ SEO-optimization ✔ Listing description I have used these tools: Smoobu Lodgify Guesty Hostaway Hospitable Kross Booking Whether it’s handling 500+ customer tickets or managing guest conversations before a check-in, I work with structure, calmness, and professionalism. I don’t “multitask randomly.” I manage systems efficiently and focus fully on the client I work with. If you need someone reliable who understands online operations deeply and communicates with confidence, I’m ready to help. Warm Regards, Yasir Rafique

I’m an experienced Jira Administrator and IT Service Management Professional with a strong background in building efficient support systems, managing teams, and improving workflows in fast-paced environments. I specialize in Jira Service Management, ITSM processes, and SaaS support, helping teams streamline operations, reduce ticket resolution time, and create scalable systems that actually work in production. Over the years, I’ve handled end-to-end support operations including ticket triaging, SLA management, incident handling, and system transitions. I’ve also led teams in hybrid environments, ensuring smooth day-to-day operations while maintaining high service quality. What I bring to the table: * Jira Service Management setup and optimization (workflows, automations, SLAs, queues) * Jira project administration (company-managed and team-managed projects) * ITSM best practices (incident, request, problem, and change management) * Process improvement and workflow design * SaaS and technical support (L1–L2) * Team leadership and escalation handling * Documentation and knowledge base creation * Tools: Jira, Confluence, SCCM, HPDM, Microsoft Azure, Intune (learning and applying) Why clients work with me: I don’t just configure tools. I understand the operations behind them. I focus on creating systems that are practical, scalable, and easy for teams to adopt. Whether you need a full helpdesk setup, workflow redesign, or ongoing Jira administration, I can step in and deliver with minimal supervision.

𝐇𝐨𝐰 𝐈 𝐬𝐨𝐥𝐯𝐞 𝐲𝐨𝐮𝐫 𝐞𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 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. 🟢 Customer Experience & Post-Purchase Support: I specialize in HubSpot, GoHighLevel, Zendesk, and Intercom to organize customer data, automate post-purchase communication, and turn first-time buyers into repeat 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. 🟢 Shopify & eCommerce Technical Support: I troubleshoot order, account, payment, subscription, and product-related issues, document solutions, and bridge the gap between your operations team and customers who need fast, clear answers. 𝙔𝙤𝙪 𝙗𝙪𝙞𝙡𝙩 𝙖 𝙜𝙧𝙚𝙖𝙩 𝙗𝙧𝙖𝙣𝙙. 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 eCommerce businesses transform chaotic support queues into streamlined retention engines that drive repeat revenue. With 3+ years supporting US and European eCommerce stores, I bridge the gap between Customer Experience and Backend Operations. I don't just clear tickets, I build the workflows, CRM automations, and post-purchase communication 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 are handled with precision, empathy, and speed. 📩 𝗟𝗲𝘁'𝘀 𝗰𝗼𝗻𝗻𝗲𝗰𝘁 𝗮𝗻𝗱 𝗱𝗶𝘀𝗰𝘂𝘀𝘀 𝗵𝗼𝘄 𝗜 𝗰𝗮𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘆𝗼𝘂𝗿 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝘀𝘁𝗼𝗿𝗲, 𝗲𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗯𝗿𝗮𝗻𝗱, 𝗼𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀.

Customers don't buy software, coaching, or services because they want another platform to log into. They buy because they hope something will become easier, faster, or better for them. My job is to help make sure that actually happens. Over the past four years, I've worked in customer-facing roles supporting customers through onboarding, answering questions, managing accounts, following up consistently, and helping people feel confident about the products and services they've invested in. I've supported customers across SaaS, coaching, and service-based businesses, partnering with internal teams to resolve concerns, improve communication, and encourage adoption. I enjoy checking in with customers, understanding what they're trying to achieve, and helping them get there while maintaining a positive experience along the way. Alongside my work, I built a Customer Sentiment Log called Helio after realizing that teams often remember what customers purchased, but not how they felt during their journey. Building it made me think more intentionally about engagement, customer health, and retention. Some of the things I can help with include: • Customer onboarding and activation • Customer retention and engagement • Account management • CRM management and segmentation • Customer support and escalations • Customer training and virtual meetings • Documentation and process improvements Tools I'm comfortable with include HubSpot, Churnzero, Gainsight, GoHighLevel, Shopify, ClickUp, Slack, Google Workspace, Intercom, Notion, Zapier, Klaviyo and Loom. If you're looking for someone who communicates well, enjoys building relationships, learns quickly, and genuinely wants customers to succeed, I'd love to connect. Portfolio: motunrayo.lovable.app Helio System: Heliosystem.lovable.app

With 8+ years of experience in Customer Support, Customer Success, Quality Assurance, Team Management, and Sales Operations, I help businesses improve customer experience, optimize team performance, and streamline support processes. I have worked with SaaS companies, eCommerce brands, service-based businesses, and remote teams, supporting both customer-facing operations and internal performance initiatives. My experience spans customer support, quality assurance, technical support, appointment setting, lead generation, sales development, and team leadership. Over the years I have: • Managed remote support teams and QA programs • Evaluated thousands of customer interactions and delivered performance coaching • Reduced support backlogs and improved response times • Handled customer support through Intercom, Salesforce, Crisp, Shopify, Five9, RingCentral, and other platforms • Led appointment setting, lead generation, and customer success initiatives • Consistently met and exceeded sales targets as a Sales Development Representative and Appointment Setter • Managed teams to achieve sales KPIs, productivity goals, and performance benchmarks • Built and monitored Five9 reporting, agent scorecards, and team performance metrics • Developed QA frameworks, performance reviews, and coaching programs to improve service quality • Created SOPs, workflows, knowledge bases, and operational processes to improve efficiency and scalability Core Expertise: 🗸 Customer Success 🗸 Customer Support Management 🗸 Quality Assurance (QA) 🗸 SaaS Support 🗸 Technical Support 🗸 Team Leadership & Coaching 🗸 Sales Development 🗸 Appointment Setting 🗸 Lead Generation 🗸 Performance Management 🗸 Process Improvement 🗸 Reporting & Analytics 🗸 KPI Tracking 🗸 Operations Management Tools & Platforms: Intercom, Salesforce, Shopify, Five9, RingCentral, Crisp, Scorebuddy, ShipStation, Notion, Slack, Google Workspace, Microsoft Office, Excel, Teams, and various CRM, support, and reporting platforms. Notable Achievements: • 10,000+ hours worked on Upwork • 100% Job Success Score • Top Rated Plus Freelancer • Experience managing support, sales, and customer success teams • Proven track record in quality assurance, coaching, and performance improvement • Strong background in customer retention, process optimization, and operational excellence If you're looking for a dependable professional who can improve customer experience, manage teams, optimize support operations, and drive measurable results, I'd be happy to discuss how I can help your business grow.

Hello! I’m a versatile and experienced Customer Service Professional with over 8 years of experience delivering high-quality support email, chat, and phone (inbound and outbound). Throughout my career, I’ve grown into leadership roles as a Subject Matter Expert (SME) and Team Leader, where I handled complex cases, supported team members, improved processes, and ensured consistent, top-tier service delivery. I also have solid experience as a Guest Experience Manager, managing platforms like Airbnb, Booking VRBO, and similar short-term rental channels. I handle guest communication end-to-end—from inquiries and bookings to issue resolution and reviews ensuring smooth operations and excellent guest satisfaction. I’m highly familiar with Property Management Systems (PMS) for managing listings, reservations, and daily operations efficiently. In addition, I am completing my Medical Office Assistant (MOA) program, which has equipped me to work as a Medical Virtual Assistant. I have hands-on experience in a hospital setting, working with EMR/EHR systems, coordinating patient care, and supporting administrative medical tasks with accuracy and confidentiality. I bring a strong combination of: * 8+ years of customer support experience * Leadership and team management * Short-term rental & guest experience management * Medical administrative and EMR/EHR knowledge I’m highly organized, detail-oriented, and committed to delivering exceptional service in every interaction, whether supporting customers, guests, or patients. Let’s connect and discuss how I can support your business!