Muhammad A.

Need a reliable Support & Operations Lead who can manage frontline tickets while keeping your shift schedules and CRM running smoothly? I bring 7+ years of experience managing customer inquiries, dispatch logistics, and team workflows for US & Canadian businesses. As the founder of RENT A SKILL (a remote support operations business), I’ve trained and led teams of up to 35+ operators. I understand onboarding, SOP development, and quality control inside and out. When hired individually on Upwork, I personally execute and handle your account directly—bringing senior-level operational discipline to your daily tasks. Core Capabilities & Services: • Customer Support & Experience: High-volume ticket resolution via Zendesk, Gorgias & Freshdesk, Live Chat, Email, and Phone Support; calm and empathetic de-escalation of difficult inquiries. • Dispatch & Operations: Security, transport, and field service dispatch; handling last-minute shift call-offs, emergency coverage, attendance tracking, and appointment scheduling. • CRM & Administrative Operations: Contact, pipeline, and record management across Salesforce CRM, HubSpot, and Zoho CRM; custom reporting using Google Workspace and MS Excel. • Team & Process Leadership: Creating standard operating procedures (SOPs), quality monitoring, and managing daily team task assignments. Tools I Use Daily: Zendesk | Gorgias | Freshdesk | Salesforce CRM | HubSpot | Google Workspace | MS Excel | Slack | ClickUp | Notion | GuardsPro Communication & Availability: Fluent professional English with extensive experience supporting North American clients during US business hours. Available for long-term support and operational lead roles. Send me an invite or message to discuss how I can streamline your support operations!