Theresa O.

What happens to your customer queue and urgent inquiries after 5:00 PM? For the next 12 hours, the emails pile up, live chats buzz, and urgent support requests sit untouched. By the next morning, frustrated customers who needed quick answers have already left and gone straight to a competitor, giving room for profitable business revenue to fall through the crack and drastically hurting customer satisfaction. Additionally, your daytime team logs in already stressed, trying to catch up with all the pile ups instead of serving your customers efficiently. But that is exactly where I step in. My name is Theresa, and I specialize in helping U.S and U.K businesses in the healthcare and logistics industry maintain a seamless 24/7 presence while they sleep by providing dedicated after-hours and overnight Customer Support across phone, email, live chat, and CRM platforms. 📈 In my last role, I maintained an 82% First Contact Resolution (FCR) rate, which simply means I handle customer issues quickly and accurately on the very first call, sustaining business revenue and keeping clients happy. 🎯 Additionally, I am highly adaptable, quick to learn new tools and systems, and comfortable working in fast-paced environments. ✨ What I Do for Your Business: 📞 Inbound & Outbound Phone Support: Managing patient intake, caregiver scheduling, and checking in on clients using RingCentral, GoHighLevel, and Vonage. 🛡️ Escalation & Support: Calming down anxious or frustrated clients, routing urgent messages, and managing live scheduling updates using TowBook. 💻 Onboarding: Welcoming new clients and caregivers over Zoom, Google Meet, or phone lines to walk them through setup. 🛠️ Tools I Use Daily: Systems & Support Desks: GoHighLevel, RingCentral, TowBook, Zendesk, HubSpot CRM 💬 Team Communication: Slack, Skype, WhatsApp 📝 Documentation: Google Workspace, Microsoft Office, and Notion for tracking shifts and logging notes ⚡ My Reliability Guarantee: I know the biggest worry with hiring remote talent is stability. I have fully invested in my workspace to eliminate that risk. 🔋 Back-Up Power Station: I utilize a 1,000 Watt-Hour solar power station (for times of local power outages) 🌐 Fast Internet Speed: Lightning-fast 5G primary network + secondary backup provider 💻 Standard Remote work Computer: High-performance Core i7 PC in a dedicated, noise-canceled home office When you hire me, you get 99.9% uptime and crystal-clear calls, every single day. 🎙️ If you are looking for a reliable, proactive, and long-term team member who genuinely cares about your clients and protects your operational metrics, let’s talk! 🤝