In my freelance customer support work for SaaS and e-commerce clients, I managed support inboxes and responded to customer enquiries and complaints by email and live chat. I kept response times under four hours across time zones and escalated complex issues with context for effective handoffs.
I also developed a library of 15+ standard operating procedures and help guides, and maintained customer records and follow-up notes. This work supported consistent service and continuity across customer conversations.
In my self-directed projects, I built a HubSpot alert workflow that flagged 353 potentially at-risk accounts in a 1,000-account simulation, using defined health signals and a 0–100 score. I’ve also developed onboarding, renewal-planning, churn-prevention, and customer delivery-risk frameworks, including a proposed six-step onboarding flow for a fintech case study.
