Ruan B.

I help businesses create structured, professional, and scalable customer communication systems. With over 8 years of experience in customer support and operations, I specialize in optimizing helpdesks, refining brand tone of voice, and reducing manual admin through smart no-code automation. Based in Johannesburg, South Africa, I bring both operational awareness and hands-on execution to businesses that care about clarity, consistency, and customer experience. Before freelancing full-time, I managed retail operations — giving me a deep understanding of customer behavior, service standards, and internal workflow structure. I don’t just answer tickets. I improve how support functions. 🔹 Customer Support Optimization • Managing and organizing high-volume email & live chat support • SLA tracking and response structure improvement • Creating structured macros and saved replies • Knowledge base refinement • Escalation handling & conflict resolution • Support workflow organization within CRM systems Your support should feel calm, consistent, and professional — not reactive. 🔹 CRM & Workflow Automation (No-Code) • Zendesk and CRM structuring & optimization • Ticket tagging, categorization & workflow triggers • Jotform form building with conditional logic • Automated data routing & process streamlining • Reducing repetitive manual admin through smart automation • Clean data management for smoother operations I focus on building workflows that reduce friction — for both your team and your customers. 🔹 Tone of Voice & Written Communication • Refining customer-facing responses • Developing consistent brand-aligned support messaging • Improving clarity, structure, and professionalism in written communication • Internal communication polishing Clear communication builds trust. Consistency builds brand authority. If you're looking for someone who understands both customer experience and the structure behind it — and who can improve how your support system communicates and operates — let’s connect.