Thelma D.

Hi there! 👋 A very warm welcome to my profile! ✨ 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!