Shelley A.

Customer Support and Experience Specialist | Over 10 years experience

High-volume support shouldn't mean robotic answers. I help freelancer platform support needs, healthcare, wellness, and e-commerce brands maintain fast, empathetic, and organized customer operations. With over 26,000 logged hours on Upwork, I manage support channels independently—handling everything from complex patient/e-health inquiries to daily live chat and email queues. Where I add immediate value: Omnichannel Customer Support: End-to-end management of email, live chat, and phone channels (Zendesk, Zopim, Velaro) E-Health & Healthcare Support: Experienced in handling sensitive communication, medical marketing inquiries, and patient workflow coordination with high discretion. AI-Enhanced Efficiency: I use modern AI tools (Gemini, Notebook LM, Eleven Labs, Canva) to build internal knowledge bases, draft clear responses faster, and streamline daily repetitive tasks. Operations & Workflow Management: Organization across Google Sheets, Mondaydotcom, and Call Rail so no customer ticket slips through the cracks. If you need a reliable partner who can handle your inbox from day one without heavy supervision, send me a message and let's discuss your current setup.