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Keke Lang

@kekelang

Customer support and technical support specialist at Fiverr and Upwork, building web apps and automations for small businesses.

United States

Message

What I'm looking for

I’m open to remote, hybrid, or on-site roles and available immediately. I’m based in Eastern Time and ready to work remotely.

At Fiverr and Upwork, I support small businesses with customer tickets, remote technical issues, and websites and web apps built with JavaScript, React, and Node.js. I’ve also created a lead generation tool, a published API on RapidAPI, and an email automation app.

As a Customer Support Advisor for Apple through Kelly Services, I supported customers across phone, chat, and email, maintaining a 95% CSAT score. At ADT Security, I handled 60 to 80 inbound calls per day and resolved most issues on first contact.

I also set up client domains, DNS, hosting, SSL certificates, and business email, and build Make.com automations to reduce manual work. I use Zendesk, Intercom, Salesforce, and AI tools to troubleshoot and document fixes.

Experience

Work history, roles, and key accomplishments

Current

Freelance Virtual Assistant and Technical Support Specialist

Current

Fiverr and Upwork

Oct 2018 - Present (8 years)

Provided virtual assistant and customer support services to small businesses, managing tickets, scheduling, and technical support. Built and maintained websites and web apps using JavaScript, React, and Node.js.

Zendesk Intercom Salesforce JavaScript React NodeJS HTML CSS Git Shopify Make.Com AI Tools Technical Support Virtual Assistant CRM Data Entry Scheduling

Customer Support Advisor (Apple)

Kelly Services

Oct 2018 - Nov 2020 (2 years 1 month)

Provided phone, chat, and email technical support for Apple customers, diagnosing and resolving hardware, software, and account issues. Maintained a 95% CSAT score while managing a high-volume ticket queue.

iOS MacOS IPadOS hardware troubleshooting Software Troubleshooting Account Access Customer Satisfaction De escalation Ticketing Systems Documentation

Customer Support Agent

ADT Security

Nov 2017 - Oct 2018 (11 months)

Handled 60 to 80 inbound calls per day covering alarm systems, billing, and troubleshooting, resolving most on first contact. Coached customers on system use and trained new hires.

Inbound Calls Troubleshooting Billing Customer Retention De escalation Training Dispatch Support

Emergency Dispatch Operator

ADT Security

Oct 2016 - Nov 2017 (1 year 1 month)

Processed 40 to 60 alarm signals per shift and dispatched emergency services within 30 seconds. Troubleshot system issues by phone and verified customer identity for data protection.

Emergency Dispatch Alarm Monitoring Troubleshooting Customer Verification Billing Support Scheduling

Library Clerk

Jacksonville Public Library

Jun 2016 - Oct 2016 (4 months)

Greeted patrons, registered new accounts, checked materials in and out, and processed fines with accurate cash handling. Answered phone inquiries and routed calls.

Customer Service Cash Handling Data Entry Phone Support

Retail Sales Associate

T-Mobile

Mar 2015 - Oct 2016 (1 year 7 months)

Used a consultative sales approach to match customers with devices, plans, and accessories, exceeding monthly sales goals. Diagnosed hardware and software issues and configured new devices.

Sales Consultative Selling hardware troubleshooting Software Troubleshooting Device Setup Customer Education

Retail Sales Associate

Metro PCS

Mar 2014 - Sep 2014 (6 months)

Met monthly sales goals through activations, upgrades, and accessory sales using a needs-based approach. Resolved device and account issues and tracked inventory.

Sales Activation Upgrades Accessory Sales Device Troubleshooting Inventory Management Customer Retention