When your sales pipeline is dry, your calls go nowhere, your community is quiet, or your CRM is held together with workarounds — those are the problems I've spent 18 years fixing.
Lead Generation & Appointment Setting
I know how to build pipelines from scratch. From identifying target prospects and researching contact data to executing outbound call campaigns and booking qualified appointments, I handle the full top-of-funnel process. My background in data mining for healthcare outreach — where accuracy and verification rates directly affect campaign success — gives me a methodical approach to lead gen that most virtual assistants don't have. I don't just dial numbers; I qualify prospects, handle objections, and set appointments that actually show up.
Inbound & Outbound Call Handling
I've spent years on the phones — handling inbound support and sales calls for AT&T, HP, and Charter Communications at TTEC, and managing high-stakes financial client calls at Manulife / John Hancock. I'm comfortable with call scripting, CRM logging, objection handling, cross-selling, and hitting dial targets under quota pressure. Whether you need someone to close inbound leads, run an outbound appointment campaign, or manage a blended call role — I've done it across multiple industries.
Community Management — Web3, SaaS & Brand Communities
I've built and managed online communities from the ground up across -----------, Telegram, Twitter, Reddit, and Facebook — for a Tron-based crypto startup, DeFi project Pera Finance, and NFT platform Blue Studios. I've handled pre-launch hype, live minting events, AMA moderation, sentiment monitoring, and post-launch retention. For SaaS and brand communities, these same skills translate directly: keeping users engaged, gathering product feedback, managing escalations publicly, and turning active members into advocates. I don't just post updates — I build trust at scale.
What I Do Best — CRM & Customer Success
I specialize in customer success, technical onboarding, and CRM automation — particularly within Zoho One environments. At Bluroot, I guide mortgage brokers through complex platform integrations (Filogix, Velocity, Finmo, Scarlett DOS), design workflow automations using Zoho CRM and WES, and serve as the primary point of contact keeping client health metrics green. I don't hand clients a manual and walk away — I stay with them until the system actually works for their business.
Technical Depth That Most CS Professionals Don't Have
Before customer success, I spent five years as a Technical Support Analyst and Team Supervisor for Microsoft's OneDrive and Office 365 operations. I managed high-priority escalations, led root cause analysis across cloud storage and collaboration tools, generated weekly KPI reports (CSAT, NPS, resolution times), and implemented workflow changes that reduced ticket resolution time by 20%. I know what a broken process looks like from the inside — and how to fix it.
Financial Services Experience That Adds Compliance Awareness
At Manulife / John Hancock, I managed 150+ corporate 401(k) plans for US-based clients — working within strict compliance frameworks, handling complex account negotiations, and maintaining long-term relationships with financial advisers and C-level executives. This trained me to handle sensitive client relationships and high-stakes conversations with precision and professionalism.
How I Work With You
I communicate clearly, document thoroughly, and don't disappear after handoff. I've supported clients across Africa, Asia, Europe, and North and South America — so time zones and cultural nuance aren't obstacles. Whether you need someone to own a customer success function, clean up a Zoho CRM implementation, or build a scalable support operation, I show up prepared and stay accountable.
Quick Facts
18+ years in customer success, technical support, sales, and community management
Lead generation, outbound prospecting, and appointment setting — B2B and B2C
Inbound and outbound call handling: AT&T, HP, Charter, Manulife/John Hancock
Community management: -----------, Telegram, Twitter, Reddit, Facebook — Web3 and SaaS
Zoho One: CRM, Workflows, WES, BluText, Bookings, Social, Forms, Campaigns
Microsoft Office 365 and OneDrive — enterprise-level support operations
150+ corporate 401(k) plans managed at Manulife / John Hancock
20% improvement in ticket resolution efficiency — documented result
Global experience across 6 continents, multiple time zones
Team supervisor: scheduling, escalations, performance reviews, training
Verified
