Sanjay Carlo M.

Top Rated Plus | Email, Chat & Escalations Support | Team Lead

Top Rated Plus | 13+ Years of Experience in Customer Support, Escalations & Team Leadership I help businesses deliver calm, consistent, and reliable customer support across phone, chat, email, and ticketing platforms. With 6+ years in the BPO industry and over 7 years working remotely via Upwork, I’ve supported a wide range of clients in the service-based industries. I’ve worked as a Front-line Agent, Escalations Specialist, and Team Lead, giving me a deep understanding of both customer experience and team operations. Support Channels: Phone, Chat, Email, Ticketing Tools Used: HubSpot, JitBit, Kayako, Launch27, PipeDrive, Monday.com, GrooveHQ, RingCentral, Kixie, Aircall, LiveChat, Asana, Slack, Microsoft Office, Google Workspace Strengths: Escalation handling, inbox management, team coordination, quality assurance, process improvement, and client communications I’m known for being dependable, tech-savvy, and easy to work with. I adapt quickly to new tools, stay calm under pressure, and always aim to exceed customer expectations. Whether you need someone to manage support tickets, resolve escalated issues, or lead a small team of agents, I’m ready to help. Let’s build a strong support system together.