Senior Customer Support | Chat Support Specialist | Salesforce + Asana

Overview

Looking for full-time work (8 hours/day)

at $3.32/hour ($643.20/month)

Not Specified

Last Active

July 16th, 2026 (6 days ago)

Member Since

April 21st, 2020

Profile Description

I support global businesses with high-tier Customer Support, Live Chat Management, and Customer Retention. I specialize in resolving complex customer issues, managing high-value VIP accounts, and building automated chat workflows that lower response times while turning frustrated users into loyal customers.

With over 10 years of experience, I use Salesforce, Helpshift, and Asana to keep support channels running seamlessly. Whether you need a dedicated chat specialist to boost retention metrics or an experienced leader to coach your support team on maintaining high CSAT, I deliver clean, predictable results.I support global businesses with high-tier Customer Support, Team Leadership, and Outbound Medical Sales. I specialize in outbound calling, insurance qualification for medical supplies, and building automated workflows that keep operations seamless.

With over 10 years of experience, I drive revenue growth and manage complex workflows using Salesforce, Helpshift, and ManyChat. Whether you need an expert to lead a support team or run high-converting outbound campaigns, I deliver clean results without the fluff.

Core Expertise & Tools
Support & Retention: Live Chat Support, Email Ticketing, Customer Retention, VIP Account Management, Escalation Handling, Helpdesk Operations.

Leadership & Operations: KPI Coaching (AFI), QA Calibrations, Adherence Management, Chat Monitoring, Team Leading (20+ agents).

CRMs & Automation: Salesforce, Helpshift, ManyChat, Meta Business Suite, MessageBird, Asana.

Productivity: Google Workspace, Slack, Zoom, Zendesk, and Zoho


***Career Highlights***

10+ Years Experience: Premium customer support, live chat operations, and account retention across healthcare, gaming, travel, and e-commerce.

Retention Focus: Proven track record of de-escalating complex issues, managing high-value VIP accounts, and protecting revenue through active retention strategies.

Chat Automation: Built multi-lingual chat automation via ManyChat and optimized ticketing pipelines to maximize team efficiency.

Team Leadership: 3+ years managing 20+ support agents, directly improving team KPIs, CSAT, and QA scores.

***Professional Experience***

Electro Gum (E- commerce) | Remote
Customer Support / Virtual Assistant | January 2025 – May 2026
Managed high-volume inbound Call, Chat and Email queues for the clients businesses, serving as a professional virtual receptionist and primary point of contact.
Managed Social media of the client mainly Instagram Inbox & Microsoft Outlook, check revenue of College affiliates and sending them promotions via Social Snow Ball platform, Also doing product research mainly for packaging, logistics and support.


Century Games | VIP Account Manager
November 2021 – December 2024
Served as the dedicated point of contact for high-value VIP players, focusing entirely on premium experience and player retention.
Designed and deployed multi-lingual automation flows using ManyChat to streamline ticketing and resolve high-level client escalations.

Avast Flowers | Customer Support & Retention Specialist
February 2021 – November 2021
Managed end-to-end customer inquiries in a high-volume environment, specializing in conflict resolution and account retention.
Turned negative customer experiences into positive outcomes to protect revenue and maintain loyalty.

Stellar Inc. | Flight Reservations & Support Specialist
January 2017 – January 2021
Handled flight modifications, cancellations, and high-level escalations for Jetstar AU via live chat and email.
Focused on customer retention during flight disruptions by providing fast, accurate rebooking and premium support.

Healthcare Support | Patient Enrollment Coordinator
June 2015 – November 2016
Managed customer enrollment, account screening, and compliance documentation for medical eligibility.
Handled strict insurance verifications while maintaining clear, supportive communication to ensure patient retention.

Concentrix | Inbound Chat & Escalations Specialist
March 2014 – April 2015
Managed complex technical escalations and service resolutions for Sears Canada’s HVAC division.
Saved at-risk accounts by resolving critical warranty claims, managing technician dispatch, and tracking part fulfillment.