Duane C.

Customer Support & QA Operations Lead | 24/7 Office-Based BPO

Need one experienced customer support and QA lead—or a supervised office-based team that can cover your business 24/7? I own and operate Cognax, an office-based BPO in Batangas, Philippines. Since 2017, I have helped international companies manage customer support, quality assurance, ecommerce operations, and customer-facing workflows. Upwork track record: Top Rated, 100% Job Success, $50K+ earned, and 8,500+ hours. My experience includes supporting a long-term ecommerce client as it grew to approximately $5M in annual revenue, managing customer service and fulfillment operations, reviewing sales and compliance calls for an Australian energy business, and completing more than 1,000 test calls for AI phone agents before deployment. I can help with: • Email, live chat, and phone support • QA scorecards, call monitoring, compliance reviews, and agent coaching • Shopify and ecommerce order management, fulfillment follow-up, disputes, and retention • Inbound and outbound calling, appointment setting, and customer follow-up • SOPs, reporting, KPI management, scheduling, hiring, and training For larger requirements, Cognax provides: • 24/7/365 office-based coverage • Live supervision and dedicated QA • Backup staffing for absences and volume spikes • Redundant internet connections and business continuity • Long-tenured agents trained around your brand voice, systems, and KPIs • Flexible arrangements for one agent, dedicated shifts, or full 24/7 coverage Platforms include Shopify, Amazon Seller Central, Gorgias, Zendesk, Intercom, Freshdesk, GoHighLevel, RingCentral, Aircall, and ServiceTitan. I can lead the engagement personally or structure a managed Cognax team through Upwork when you need multiple agents. Send me your support channels, operating hours, and average ticket or call volume. I’ll recommend a practical coverage plan.