Lydia O.

I help B2B, B2C, SaaS, and service-based businesses keep customers supported, engaged, and moving toward value. When customers get stuck during onboarding, stop responding, have unresolved issues, or simply need someone to follow through, I make sure those things don't get lost. I help businesses stay on top of: 1. Customers who need attention 2. Unresolved issues and pending requests 3. Follow-ups and check-ins 4. Missing customer information 5. Escalations that need action 6. Early signs of customer disengagement With 8+ years in customer-facing roles, including 3+ years supporting U.S. and UK businesses remotely, my experience spans customer support, onboarding, client engagement, sales, follow-up, account coordination, and CRM management. HOW I CAN HELP ◆Customer Onboarding & Activation I help new customers get set up, understand the product or service, complete required steps, and reach their first meaningful outcome. This includes onboarding communication, setup guidance, walkthroughs, check-ins, follow-ups, and coordination with internal teams. ◆Customer Support & Issue Resolution I can be a reliable first point of contact across phone, email, chat, and messaging. I handle customer questions, document issues clearly, troubleshoot what I can, escalate when necessary, and follow through so customers know what happens next. ◆Client Engagement & Account Support I keep customer conversations, requests, action items, and follow-ups organized. I can manage check-ins, reconnect with quiet or inactive customers, monitor outstanding issues, and maintain clear account records. ◆Retention & Churn Prevention I watch for early signs of disengagement such as repeated complaints, unresolved issues, poor adoption, or customers going quiet. I focus on understanding what's getting in the customer's way and taking action before a small issue becomes a bigger retention problem. ◆CRM & Follow-Up Management I keep customer information accurate and actionable across the CRM, including notes, tags, tasks, follow-ups, conversations, and account updates. I have maintained 95%+ CRM accuracy while managing high-volume customer and prospect interactions. HOW I WORK I TRACK — onboarding progress, customer activity, requests, conversations, and account updates. I FOLLOW UP — on unanswered messages, open issues, pending tasks, and customer check-ins. I WATCH FOR RISK — disengagement, repeated complaints, poor adoption, or customers going quiet. I LISTEN — to customer questions and feedback so recurring problems don't keep repeating. I KEEP THINGS MOVING — by documenting what happened, identifying the next step, and making sure someone owns it. The goal is simple: fewer customers falling through the cracks, smoother onboarding, better follow-through, and stronger customer relationships. TOOLS HubSpot | GoHighLevel | Salesforce | Zendesk | Freshdesk | Intercom | Follow Up Boss | Slack | Google Workspace | Apollo | Sales Navigator | ChatGPT | AI tools I have supported customers and prospects across SaaS, digital marketing, education, and service businesses through phone, email, chat, social media, and CRM platforms. My sales background also gives me a useful perspective on the full customer journey, from the first conversation through onboarding, support, engagement, and retention. I am available for ongoing Customer Success, Customer Support, SaaS onboarding, client engagement, account management, and retention projects, including part-time and long-term remote work. If you need someone who can keep customers moving, catch issues early, and make sure important follow-ups don't get lost, send me a message or invite me to your job.