Byron B.

I bring over nine years of experience providing customer support through email, chat, and phone. I’ve supported global customers at companies like HP, IBM, and GlaxoSmithKline, managing technical accounts and maintaining high satisfaction rates. I also hold a 100% job success record on Upwork, reflecting my reliability and results. I’m fluent in English and Spanish, learning Portuguese, and skilled with tools like Zendesk, Salesforce, and custom CRMs. I adapt quickly, work independently, and focus on improving both customer experience and team efficiency. In my current and past roles, I’ve done more than just answer tickets: Managed daily email, chat, and phone support, trained new team members, and improved workflows, keeping CSAT above 90%. Led the full design and delivery of a custom touchscreen kiosk running proprietary software — starting from a simple sketch by the company owner. I sourced and negotiated with manufacturers in China, designed the power delivery system, and built the entire production, logistics, and import/export chain to bring the product to the US. This was a complex, end-to-end project requiring coordination with multiple vendors, managing timelines, ensuring compliance with international shipping standards, and creating scalable production and delivery processes. Built and deployed an AI-driven email bot that handles customer inquiries automatically, saving the company the cost of two hires while maintaining quality and speed of response. Designed and implemented the company’s entire support infrastructure, including the CRM, dispute resolution system, support processes, and documentation, from scratch. I’m dependable, take ownership of my work, and always look for ways to improve. I maintain two internet connections to avoid downtime. I organize tasks to respond quickly, keep communication clear, and resolve issues thoroughly. What sets me apart is not just experience, but my ability to build systems and solve problems at scale, improving support teams and making customers happier. Tools I use: Zendesk, Salesforce, spreadsheets, email automation, ChatGPT, and project trackers. How I deliver quality: I prioritize critical tickets, use clear templates and communication, review metrics regularly, and adjust processes to improve efficiency and customer satisfaction. I’d be happy to share more details and examples if needed.