Hire the Best Zendesk Specialists in North Carolina

Customers have been at the heart of my entire career, holding roles in Account Management, Customer Success, Technical Support, Support Engineering and Management. I am driven by the opportunity to use my 15+ years of customer facing experience and 10 years in SaaS roles to elevate customers, partners and teams in all life cycle phases through operational success. I enjoy meeting clients where they are, gaining a deep understanding of their needs and helping them achieve their goals through strategic and tactical efforts. Expertise in: -Support strategy, including rapid growth stage, B2B, distributed/remote teams. -Support operations including end-to-end hiring and onboarding, internal and external knowledge bases or documentation, process development (including cross-functional), product development lifecycle and release process, metrics tracking and dashboards. -Tactical support including Tier 1, 2 or 3 ticket responses, in addition to seasonal, holiday and after-hours coverage.

Greetings, My name is Cherelle, and I offer a comprehensive range of skills tailored to meet your company's needs. With a track record of 100% job success and recognition as an Upwork Top Rated Plus freelancer, I bring expertise in: -Customer Service experience in e-commerce, B2B, SAAS, healthcare, educational companies -Leadership and management in customer service -Proficiency in inbound chat, email, and phone -Experience overseeing teams of four or more agents -Exceptional customer service skills with meticulous attention to detail and professional courtesy -Highly organized with the ability to multitask efficiently in fast-paced environments -Typing speed of 85 words per minute and superior data entry skills -Proficiency in various CRM systems, including Gorgias, SupportBee, Intercom, Freshdesk, Zendesk, Helpscout, and Front -Extensive experience in e-commerce, including platforms such as Shopify, Shibob, Klarna, Shipmonk, and Deposco -Familiarity with communication tools like Slack and Skype I hold a Bachelor of Science in Mass Communications from the University of North Carolina at Pembroke, conferred on December 12, 2015. I am eager to contribute my skills and expertise to your requirements. Cherelle Venable B.S. Mass Communications Customer Service/Customer Service Management Expertise

I’m a passionate technology professional with 10+ years in a variety of technology roles. I currently work as a certified Zendesk admin and implementation specialist. After years as a system admin, I found I really love being focused on one specific platform for now. In my freelance time, however, I enjoy helping clients with a variety of technology. If you are looking for a strong communicator with a technology background look no further. I pride myself in being upfront with my skills versus your needs and if something is outside of my capabilities I'll do my best to point you to the right resource or bring them in myself. I've launched over a hundred Zendesk instances including all applications in the Zendesk Suite (Talk, Text, Support, Chat, Messaging, Explore, Gather). Let’s not forget the Zendesk add-on features. I love working with Agent Copilot, WFM,and even recently doing work with Advanced AI agents (Ultimate), and QA. I've helped brands take their basic website and integrate it with Zendesk for a seamless customer support experience. I leverage my background to help clients get their emails, domains, and other platforms integrated together to improve their team's efficiency. Along with the technical aspect I have a passion for training. If you are looking to learn a new product or be trained as a Zendesk admin. Other experience: MacOS, Apple iOS, Microsoft Office Administration, MS Enterprise App integrations, SSO, Email Administration, Zapier, Knots.io, Device Management, Asset Sonar, Asset Panda, Sweethawk, Tymeshift (now Zendesk WFM), Ada, AirCall, 8x8, Five9, Talkdesk, RingCentral, Textline, HTML, CSS, Zendesk third party apps.

Customer Support and Technical Support leader with 18 years of experience building and scaling global support organizations within the SaaS industry. Since April 2024, freelance consultant through Upwork, partnering with clients across various industries to implement and optimize Zendesk solutions. Deep expertise in Zendesk architecture, workflow automation, messaging, AI, reporting, migrations, and support operations design. Known for stepping into hands-on roles, quickly assessing technical and operational gaps, and delivering scalable, execution-focused solutions.