Russell G.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Hi, I'm Russ. I'm an experienced customer care leader and contact center consultant. I've been a customer of Zendesk since 2010, and have led implementations at over 10 companies. I'm a certified Zendesk Support Admin Expert; I was in the very first class of certified Zendesk Support Admins back in 2017. I've successfully managed multiple implementations across a diverse range of usage models (IT Helpdesk, B2C & B2B support, Human Resources). "I engaged Russ to help us optimize our Zendesk implementation when I was the manager of customer operations at [client name removed]. We had a basic set-up, but needed help with automating some tasks to increase agent efficiency. Russ helped us make some configuration changes that let agents handle more tickets per hour, and helped make our policy messaging more consistent across the agent base. He also created management reports that gave us better visibility to what was happening on a daily, weekly and monthly basis. The best part of Russ' Zendesk help is that he approaches it from the point of view of a support manager, someone who knows what it's like to be running a support team in a crazy start-up environment. I would highly recommend him!" I can help you to: • Configure your Zendesk system from scratch, or help to optimize it with triggers, automations, SLAs and macros • Build out your Help Center to enable more self-service and deflect inbound tickets • Implement other Zendesk products like Chat, AI Messaging or Talk • Identify and integrate third-party applications to maximize efficiency • Migrate Insights reporting to Explore I'm relatively new to Upwork as a freelancer, but not new to consulting. With over 40 years in customer care, I've got a full range of experience in consumer, B2B and enterprise service and support. I've worked at both Fortune 500 companies, tiny start-ups, and everything in between. I've led and/or sponsored the selection and implementation of multiple contact center technologies (telephony, CRM, email management and workflow automation). I come with expert-level knowledge and experience in the planning, analysis, and implementation of outsourcing/offshoring solutions. I have successfully managed multilingual teams across sites around the globe, with hundreds of agents in the US, Western and Eastern Europe, and Asia. I excel at the design and re-design of business processes to minimize expense and maximize customer satisfaction. "Russ is a creative, responsible, talented and fun leader, and a trusted business partner. He is an experienced call center executive who can build and train a team with ease, and adapt to changing conditions. He is a Zendesk expert who can implement and manage a solution without the need for implementation consultants (Unless he IS your implementation consultant). He can be counted on to give you the straight story without drama or complaint, and is generous with his time and knowledge. I highly recommend Russ!" (The quote above is from the COO of a company that I helped to scale from 30 employees to 500+ over 2 years.) When we work together, you'll find that our goals are aligned: maximizing the ROI from your Zendesk implementation. I work with the type of clients who care about quality, because they know that getting superior work will put money back into their business - or keep it from flying out the door. If that sounds like you, and you want to know that you're getting the maximum return on the investment you've made in your business, then I'm the right guy to help. So, next steps: Send me a note with a bit about your company, the problems you're trying to solve with Zendesk, and how you think I can help. If it seems like we're a good fit, let's schedule a call to talk.