Ericson B.

Top Rated Plus | 100% Job Success | 9,600+ hours on Upwork Customer support and inbound sales specialist with 6+ years of experience serving US, Canadian, and Australian customers. RESULTS ▪ 60 to 70% close rate on inbound sales calls ▪ 250+ customer reviews, the vast majority rated 5 stars ▪ 95% CSAT and 89% NPS in high-volume phone support ▪ About 30 tickets per day with an average response time of about 400 seconds and a 5.0 CSAT from customers who left ratings I’ve supported customers through phone, email, live chat, and other customer-facing channels, handling everything from general inquiries and account concerns to orders, returns, refunds, cancellations, shipping issues, troubleshooting, and escalations. What I can help with: • Customer Service & Support — inbound/outbound calls, email, live chat, customer inquiries, complaints, issue resolution, and follow-ups • Ecommerce Support & Account Management — supporting existing customer accounts, assisting with new orders, discounts, account concerns, returns, refunds, and customer retention • Technical & SaaS Support — troubleshooting software and platform issues, assisting customers with integrations, and resolving customer-facing technical problems • Customer Retention — handling cancellation requests, understanding customer concerns, finding appropriate solutions, and helping maintain long-term customer relationships • Sales Support — upselling, cross-selling, assisting with new orders, and identifying opportunities based on customer needs • CRM & Customer Management — experience working with CRM, customer support, and platforms including Salesforce, HubSpot, Pipedrive, Zoho CRM, Mondaydotcom, Trello, Jotform, and Zendesk. Comfortable navigating different platforms, accessing and updating customer information, working with custom fields and workflows, following support processes, and learning new systems quickly. I’m comfortable working in fast-paced environments where communication, accuracy, problem-solving, and ownership are important. I learn new systems quickly and can adapt to different processes, products, and customer needs. I’m also available to work with Australian businesses and can accommodate Australian business hours. If you’re looking for a reliable customer support professional who can handle customers independently, resolve issues, manage accounts, and provide a positive customer experience from start to finish, I’d be happy to help.