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rachael_s_w

Rachael W

@rachael_s_w

Freshdesk and Zendesk Expert for SaaS Customer Support

Nigeria
English
About me
🌟 Welcome to Your Customer Support Experience! 🌟 Hi! I am Rachael Williams, your go-to customer support specialist for keeping your customers happy and your helpdesk organized. I am here to: - Configure and manage your Freshdesk or Zendesk helpdesk so every ticket reaches the right person. - Build knowledge bases, SLA workflows, and canned responses that reduce your support load. - Handle escalations, onboarding, and ticket management so your team can focus on growth. Your customers are waiting. Your tickets are piling up. Let us fix that today. Send me a message!... Read more

Skills

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rachael_s_w
Rachael W
Offline • 

See my services

Customer Support
I will set up and configure freshdesk and zendesk helpdesk
From$50 / projectMore details

Portfolio

Work experience

Customer Support Specialist

Digital Witch Support Community • Full-time

Jan 2026 - Jul 2026 • 6 mos

• Managed end-to-end customer support for a remote learning platform with 30,000+ students via email and live chat, handling onboarding, account access, billing, and escalations. • Built escalation workflows and support processes from scratch, ensuring every complaint was resolved with full follow-through and documented for future reference. • Maintained high CSAT scores throughout the contract while managing a high-volume support queue across multiple inquiry categories. • Identified recurring ticket patterns and collaborated with internal teams to close process gaps and reduce repeat inquiries. • Developed internal knowledge base documentation that accelerated resolution times and improved team consistency.

Real_Estate Specialists

Customer Support Specialist

Real Estate Specialists • Full-time

Feb 2018 - Jul 2022 • 4 yrs 5 mos

I managed high-volume B2B and e-commerce customer support across email, chat, and ticket systems, consistently delivering 95%+ CSAT scores and sub-2-hour first response times, Configured and maintained CRM and helpdesk systems including SLA policies, ticket routing rules, escalation workflows, and canned response libraries built from scratch and also resolved complex escalations end-to-end, maintaining 90%+ customer retention on escalated accounts through professional, empathetic, and timely communication.