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I am R. K. Mahin, a top-rated Virtual Assistant and Customer Support Specialist with over eight years of remote working experience on Upwork. I help eCommerce, SaaS, and technology-driven businesses deliver structured customer support and maintain smooth day-to-day operations without constant supervision. I have supported US and Europe-based brands and companies in customer support, eCommerce management, and virtual assistance roles, taking ownership of systems, workflows, and daily execution to ensure organized operations and consistent service quality. • 4+ years, Zendesk Customer Support Manager, UK-based technology company • 4+ years, Project Management Virtual Assistant, US-based web development agency • 1+ year, Technical Support Representative, LastPass, SaaS platform • 2+ years, eCommerce Virtual Assistant & Customer Support Manager • 50+ contracts across digital and technology sectors Core Expertise: ------------------- • Multi-channel Customer Support: Email, Ticketing Systems, Live Chat, Social Media • Helpdesk & CRM Systems: Zendesk, Freshdesk, Intercom, Gorgias • eCommerce Management: Shopify, WordPress, Order Processing, CRM Updates • Virtual Assistance: Inbox Management, Documentation, Reporting, Coordination • Workflow & Task Organization: Project, Task, and Team Support • Social Media & Campaign Support: Moderation and Inbox Handling • Business Tools: Google Workspace, Zoho Suite, Salesforce, ClickUp, Asana, Trello, Meta Ads Also certified in AI prompting through Google and Vanderbilt University, I leverage AI to improve efficiency while maintaining accuracy and human judgment. I work independently once onboarded, communicate clearly, and take full responsibility for assigned tasks. My focus is consistency, structure, and dependable execution. Open to long-term collaboration with businesses that value professionalism and reliability.

🌟 Welcome to my Upwork profile! 🌟 Let me introduce myself: "I am a Customer Support Specialist with over six years of experience in both local and international markets, working across industries such as Health & Wellness, Fashion, Sports, SaaS, and Dropshipping." 🌟💥 Achievements 🌟💥 🏆 Over six years of experience 🏆 Top-Rated Freelancer on Upwork 🏆 100% High Job Success Rate 🏆 Completed 90+ projects 🏆 9000+ hours worked on Upwork 💼 Work Experiences: ➡️ Customer Support Manager at Bright Sports: In my most recent role, I led the customer support team, overseeing daily operations and maintaining high standards in service quality. I managed escalations, optimized workflows, and provided training to ensure our team delivered fast, efficient support. ➡️ Customer Support Specialist at Kilo Health: At Kilo Health, a leading health & wellness platform, I provided email and chat support for two years. I handled customer inquiries, resolved technical issues, processed refunds, and ensured a high-quality customer experience by focusing on prompt and accurate resolutions. ➡️ Customer Support Manager at Udimicom Limited: I served as the Chat Section Manager at Udimicom, a popular online marketplace for solo ads, where I managed chat support operations for nearly three years. I led a team to deliver seamless customer experiences, fostered quality assurance practices, and achieved consistently high customer satisfaction rates. With my background, I’ve mastered top tools such as Zendesk, FreshDesk, Gorgias, Intercom, and LiveChat. My deep understanding of customer psychology enables me to provide support that not only resolves issues but builds trust. I’m passionate about problem-solving and dedicated to providing outstanding customer support, which has helped me become a trusted expert in the field. ✿✿✿ Specialized Fields ✿✿✿ ❖ Supervisor, QA & Team Manager ❖ Email Support ❖ Live Chat ❖ Backlogged Ticket Support ❖ Order Management & Fulfillment ❖ Tech Support ❖ Billing & Sales Support How I Can Help You? ➡️I am here to boost outstanding customer support, drive customer success, and create a positive, lasting impact on your brand. By focusing on high-quality interactions and efficient issue resolution, I’ll help elevate customer satisfaction and loyalty, ultimately contributing to your business’s growth and reputation. Let’s work together to make a measurable difference in your customer experience! Regards, Shakil

With 14+ years of experience, I help businesses turn customer service into a growth engine by resolving escalations, streamlining workflows, and reducing revenue lost to refunds. Let’s protect your reputation and keep customers loyal. ✨What I bring to your business: 🤝 Proven Conflict Resolution: Trained in de-escalation frameworks for high-stakes customer interactions. ⚙️ End-to-End Platform Mastery: Expert in Zendesk, Freshdesk, Shopify, and Klaviyo workflows. ⛨ Reliability: Consistently praised by clients for meeting tight deadlines and exceeding SLAs. Let’s work together to make your support team a profit center, not a cost. ➜ How I Can Help You ⁉️ ✨ HelpDesk Support: I specialize in providing top-tier customer support across multiple channels, ensuring your customers feel valued and heard: ✅ Email/Live Chat/Phone Support : Handling general inquiries, resolving complaints, and managing difficult customer interactions with professionalism and empathy. ✅ Process Management: Package Tracking & Supplier Coordination; Ensuring timely updates and resolutions for shipping-related issues. Order Follow-Ups etc. ✅ Social Media Moderation : Managing Facebook, Instagram, TikTok to maintain a positive brand image (Tools: Metricool, Buffer, HootSuite) ✨ Support Platforms I Excel In : ✅ ZenDesk ✅ Gorgias ✅ FrontApp ✅ HelpScout ✅ FreshDesk ✅ Reamaze ✨ E-Commerce Store Management: With extensive experience in managing online stores, I can handle all aspects of your e-commerce operations: ✅ Platform Expertise : Shopify, WooCommerce, Etsy, BigCommerce, and Amazon Seller Central. ✅ Product Management : Conducting product research, uploading listings, updating descriptions (Original as well LLMs/ChatGPT generated), and managing tags to enhance visibility and sales. ✅ Order Fulfillment : Streamlining processes using tools like POKY App, CJ Drop-shipping, ShipStation, and Massfulfill (Bulk CSV) ✅ Chargeback Resolution : Managing PayPal, Authorize.net, Stripe/Shopify Payments, Klarna, and OceanPayment disputes to protect your revenue and reputation. ✨ Why Partner With Me? 14+ Years Solving “Mission Impossible” Support Challenges, trained in psychology-based de-escalation (Verbal Judo®) to retain angry customers. No Half-Measures, I audit your entire support process first—no quick fixes, only sustainable solutions to achieve your desired ROI📈 I’m seeking long-term, continuous work that allows me to contribute meaningfully to your growth 🚀. If you’re looking for a reliable partner who will treat your business as their own, let’s connect!

I am an established IT professional with over 12 years of experience. Three years as a customer service agent. I am skilled at analyzing and overcoming difficult challenges. I believe that my exposure to various industries throughout my career will be a vital contribution to a company's success. I am well versed with ticketing applications like Freshdesk, Intercom, Zendesk, ZohoDesk, Gorgias, and Shopify, WooCommerce, BigCommerce, etc. I also have Photoshop And Illustrator skills. My expertise: 1. Answering customer inquiries via email, or chat 2. Resolving customer complaints and issues 3. Providing product and service information 4. Handling billing and payment inquiries 5. Processing orders and returns 6. Documenting customer interactions and feedback 7. Collaborating with other departments to resolve complex issues 8. Identifying opportunities for improvement in products or processes 9. Keeping up-to-date with product and industry knowledge 10. Meeting performance metrics such as customer satisfaction, response time, and call volume. I look forward to working with you in providing excellent customer support and anything else you may need help with! I am very excited to work with you so let's talk! :)

Most "AI chatbots" deflect tickets. I build the ones that resolve them. I'm a Zendesk + AI engineer. I build support stacks where the model has real context — wired into your customer data, Zendesk Guide, and backends — so it closes tickets instead of bouncing them. At Upwork (2021–2024) I led the Zendesk, Help Center, and Support Chatbot engineering behind a 60% cut in API usage and a 58% lift in self-service resolution (Zendesk featured the integration in its own marketing). 📊 Upwork track record: - 9,500+ hours across 26 jobs - 100% Job Success Score, 5.0 average across 33 reviews - Former Top Rated Plus (rebuilding after a break) - $300K+ earned on the platform - Notable: Upwork itself was my client 2021–2024 (Engineering Lead, Customer Experience) ⚡ What I do: Zendesk — Custom apps, API integrations, Help Center / Guide theming, ticket portals, workflow automation, agent-productivity tools, multi-brand setups, custom reporting. AI & chatbots — LLM-driven support chatbots (OpenAI, Claude, Gemini, MCP, n8n agent workflows), context-wired so they know your customer data — not generic deflection bots. Wired into Zendesk Guide, Salesforce, GraphQL/REST backends. Engineering — API design, GraphQL backends, CI/CD, infrastructure on Nomad/Consul/Vault/Docker, full-stack work (Node, TypeScript, PHP, React, Vue). 🏆 Highlight work at Upwork (2021–2024, Engineering Lead — Help Center, Legal Center, Support Chatbot): → Redesigned Upwork↔Zendesk integration: 60% drop in API usage → Built Zendesk Guide + GraphQL chatbot stack: 58% lift in self-service resolution (Zendesk featured the integration in their own marketing) → Pioneered three-way messaging model for dispute cases (also Zendesk-featured) → Shipped Zendesk internal app: 60% boost to agent productivity → 90% code coverage via unit testing + CI/CD; 25% faster deploys → Contributed to Upwork's $1M COVID "Work Together" grant program 🎯 Who I work with: SMBs and mid-market teams on Zendesk (or Help Scout, Intercom, Freshdesk) who want their support infrastructure to stop being a cost center and start producing leverage. Typical engagements: scoped Zendesk builds, AI/chatbot integrations, performance audits, hourly senior engineering work. 📅 Two ways to start: Book a 30-min consultation ($160 — bring the problem, leave with a concrete plan and rough scope), or send a direct invite with your brief and I'll come back with availability and scope.