You will get outstanding Customer Support for Email, Chat, Phone and Ticket Support
Top Rated
Project details
As a customer support specialist, I have gained extensive experience in providing exceptional service to customers. I dare say with certainty that I have mastered the art of managing high volume of customer inquiries through various channels.
I believe my strong communication skills, ability to remain calm under pressure, and dedication to resolving customer concerns sets me apart from others. I am excited to bring my expertise and contribute to delivering exceptional customer support at your company. Let's do this!
I believe my strong communication skills, ability to remain calm under pressure, and dedication to resolving customer concerns sets me apart from others. I am excited to bring my expertise and contribute to delivering exceptional customer support at your company. Let's do this!
Purpose
BusinessIndustry
Agriculture, Beauty & Cosmetics, Business Services & Consulting, Ecommerce, Education, Fashion & Apparel, Financial Services, Food & Beverage, Government & Public Sector, Hardware & Electronics, Manufacturing & Storage, Marketing & Advertising, Media & Entertainment, Real Estate, Retail & Wholesale, Software, Sports & Fitness, Telecommunications, Transportation & AutomotiveLanguage
EnglishWhat's included
| Service Tiers |
Starter
$100
|
Standard
$400
|
Advanced
$1,000
|
|---|---|---|---|
| Delivery Time | 1 day | 5 days | 15 days |
Number of Hours of Work | 3 | 25 | 97 |
Scriptwriting | - | - | - |
Summary Report | - | ||
Social Media Replies | - | ||
Email Support | |||
Live Chat Support |
5 reviews
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KN
Kimia N.
Sep 26, 2024
Administrative assistent - data entry & order management
Thelma was very enthousiastic to assist and wanted to deliver the project in a good way. She has the right mentality to bring projects to a good end.
ZS
Zane S.
Aug 7, 2024
Experienced customer support agent for a fintech company (US hours)
JM
Jackie M.
Jul 11, 2024
Experienced customer support agent for a fintech company (US hours)
OL
Olalekan L.
Jul 11, 2024
Virtual Assistant for Administrative Tasks and Customer Support
Thelma was an invaluable addition to my business. Her exceptional communication skills and customer-centric approach made her a pleasure to work with. I'm eager to bring her back on board for future projects and would highly recommend her to others. emphasize Thelma's strengths and your enthusiasm for working with her again.
AO
Ayo O.
Feb 8, 2024
Help with writing content for a research agency website
About Thelma
Experienced Customer Support Specialist | eCommerce, SaaS and Fintech
100%
Job Success
Lagos, Nigeria - 9:23 pm local time
✨ Imagine this…
Your inbox is piling up, customers are waiting, your support team is overwhelmed, and operations feel disorganized. Now imagine everything running smoothly, messages handled, customers satisfied, your support team aligned, and workflows optimized without the stress.
I’m Thelma, a Senior Customer Support Specialist with 5+ years of experience supporting and managing customer service operations, with a strong focus on eCommerce, SaaS, Logistics, AI and Fintech businesses. As an independent contractor, I’ve worked with multiple clients both on and off Upwork, delivering professional, reliable, and scalable support solutions.
💡 For me, this isn’t just a job, it’s about building efficient systems and creating seamless experiences for both customers and teams.
🚀 What I Bring to Your Team
Customer Support & Team Management
▪️Deliver prompt, empathetic support via email, chat, and phone
▪️Manage and support customer service teams for consistent performance
▪️Improve first-contact resolution and overall customer satisfaction
▪️Handle escalations, subscriptions, refunds, and complex inquiries
eCommerce & SaaS Expertise
▪️End-to-end support for online stores and SaaS platforms
▪️Order management, billing, and subscription workflows
▪️Customer lifecycle management and retention strategies
Operations & Process Optimization
▪️Streamline support workflows and improve efficiency
▪️Build and optimize SOPs and internal processes
▪️Align support with business operations for smooth execution
Tools & Platforms
▪️Zendesk, Freshdesk, Intercom, Gorgias, Jira
▪️Shopify, HubSpot, Zoho, Bolt, Recharge, Skio
▪️Slack, Notion, Retool, Mintsoft, and more
✨ Clients describe me as reliable, proactive, and highly professional, someone who not only handles support but improves how the entire system works. Let’s connect, I’d love to help you streamline your support, strengthen your team, and scale your operations!
I’m available 40 hours per week, Monday through Friday, and committed to bringing exceptional support and value to every organization I work with. I look forward to working with you!
Steps for completing your project
After purchasing the project, send requirements so Thelma can start the project.
Delivery time starts when Thelma receives requirements from you.
Thelma works on your project following the steps below.
Revisions may occur after the delivery date.
Product Knowledge
Get acquainted with the necessary information of the client's business to get up to speed.
Understand the best responses that best suit the company style