SaaS & Tech Support | IT Helpdesk | Customer Service Pro

*With 10+ years of combined experience in IT helpdesk, technical support, SaaS customer support & CRM administration across BPO and freelance roles, I specialize in helping businesses improve workflows, strengthen customer engagement and boost operational efficiency. I leverage my expertise in IT support, CRM systems & growing proficiency in digital marketing, to drive growth through automation & process optimization.

I excel in CRM and process automation, building & managing workflows that automate tasks, reduce errors and increase efficiency. By harnessing technology, I help businesses scale by eliminating time-consuming manual processes. I work closely with engineering teams to resolve technical issues, enhance product stability & ensure a seamless user experience.


Why Clients Work With Me

**Problem-Solver** I quickly troubleshoot technical issues and find effective solutions, keeping your operations running smoothly.
**Reliable & Detail-Oriented** I deliver accurate, consistent results and follow processes that reduce errors and save time.
**Versatile Support** Experienced in both technical and customer-facing roles, ensuring seamless experiences for users and clients alike.
**Enterprise-Level Expertise** I’ve supported major organizations, bringing proven processes and professionalism to every project.
**Clear Communicator & Team Player** I collaborate effectively across teams, keeping stakeholders informed and projects on track.


KEY SKILLS & SERVICES:

* Customer Service & IT Support: Proven expertise in managing high-volume support requests, delivering multi-channel support & resolving issues quickly to minimize downtime and enhance customer satisfaction.

* I have worked with renowned international companies such as Time Warner Cable, United Health Group, Expedia, Anthem Blue Cross Blue Shield & Concentrix.

* HubSpot Super Admin: Building and optimizing CRM workflows to automate tasks, simplify operations & improve operational speed & accuracy

* Market Research & SEO: Driving organic growth by providing actionable insights & improving search engine rankings.

* Lead Generation & Outreach: Expert in generating high-quality leads & executing targeted outreach campaigns to accelerate business growth.

* Troubleshooting & System Operations: Efficient in identifying and resolving software issues, ensuring smooth system performance & minimal disruptions.

* Incident Management & User Training: Experienced in managing incidents, providing user training & maintaining knowledge docs.

Sounds like what your business needs? Let’s connect!

If you're looking to automate key processes, enhance customer experience and drive business growth, I'd love to help! Don't let inefficiencies hold you back.

Contact me today and let's make your workflows smarter and more efficient.
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**EXPERIENCED WITH IT HELP DESK TOOLS**

ServiceNow
Salesforce
Microsoft Products
SharePoint, OneNote
AppSense Application Manager
Genesys Workspace WWE
VCC(Virtual Call Center), Avaya
OMNI
VMWare, Citrix
Bomgar
BCP, Knowledge Central
Microsoft Intune
Altiris
Emulator/PCOMM

**OTHER TOOLS I'M PROFICIENT WITH**

JIRA
HubSpot
HelpScout
Crisp
STRIPE
LogRocket
Google Workspace, G-Suite
Microsoft Office365
ChatGPT, Bard AI, Perplexity AI, Copilot, Poe
MS Teams, Skype, Zoom
-----------
Seamless.ai
ActiveCampaign
Hubstaff, Voxer
Canva
Slack
Intercom
ScreamingFrog
UberSuggest, AnswerThe Public
Semrush
Ahrefs
Moz
Google Analytics
Google Search Console
ClickUp
Notion


**TOOLS THAT I HAVE BASIC EXPERIENCE WITH**

Amazon Web Services (AWS)
Microsoft Azure
Github
Freshdesk
Zendesk
-----------, Calendly
Loom, Vimeo, CapCut, Snapseed
Clickfunnels
GoHighLevel
Kajabi
Sales Navigator

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JOB HISTORY

** SaaS Technical Customer Support Specialist
May 2025 - Feb 2026
SaaS Company - Data Privacy, US-based | Freelance

Job Description:
- Delivered Tier 2 support & served as the primary escalation point of
contact to individual & B2B clients, resolving complex issues and providing
expert guidance on product use and onboarding.
- Streamlined customer support by identifying trends, escalating critical
bugs & contributing to SOP and knowledge base improvements.
- Collaborated with cross-functional teams to ensure timely resolution of
escalated cases, enhancing overall customer satisfaction.
- Analyzed inquiries across email & chat to drive process improvements and
optimize the user experience.


** Technical Support within a Business Intelligence SaaS Company
March 2025 - April 2025 | Freelance (project-based)

Job Description:
- Delivered backend technical support for Business Intelligence (BI) and e-
commerce intelligence systems, ensuring system stability and
performance.
- Analyzed existing tools, system configurations, and operational workflows
to identify optimization and automation opportunities.
- Implemented process improvements and product enhancements to
streamline operations and reduce manual tasks.
- Contributed to increased operational efficiency & minimized manual errors


** Customer Service & SEO Specialist| Confidential | January 2023 - March 2025

Job Role:
- Customer Service: Managed inbound chat and email support
- Sales Lead Identification
- HubSpot Super Admin
- CRM & Email Automation: Optimized CRM by managing records, conducting audits, and generating reports. Designed automated email workflows and marketing sequences to boost lead interaction.
- Workflow & Pipeline Management: Built marketing workflows and maintained sales pipeline for efficient lead tracking and automation.
- Marketing Campaigns: Contributed to campaigns focused on lead re-engagement and prospect nurturing.
- Cross-Functional Collaboration: Collaborated with developers to report bugs and improve product stability through issue tracking.
- Assisted in making improvements to training guides, tools, and resources
- Search Engine Optimization: Optimized website content to improve search
engine rankings and drive organic traffic. Conducted keyword research, on-page
and off-page SEO, and technical audits. Analyzed performance metrics and
generated SEO reports

Tools: HelpScout, HubSpot, LogRocket, JIRA, PersistIQ, Seamless.ai, Google Workspace, Office365, Slack, ChatGPT, -----------, UberSuggest, Answerthepublic, Semrush


** IT Helpdesk Analyst | Optum Global Solutions (UnitedHealth Group company) | February 2018 - December 2022

Job Role:
- Provided technical support for a 100,000+ employee workforce across multiple locations, specializing in Windows & macOS troubleshooting and hardware/software break-fix solutions.

- Optimized ITSM ticketing with ServiceNow, leading to a 30% reduction in average ticket resolution time and improved overall help desk efficiency.

- Delivered remote support for enterprise applications, including Citrix XenApp, VMware Horizon, RSA SecureID, Workspace One, Intune, and Cisco AnyConnect VPN for seamless connectivity and productivity.

- User support on Microsoft Office 365 and Windows Hello for Business, reducing repeat support tickets by 25% through proactive education and documentation.

- Diagnosed and resolved corporate web-based &
desktop application issues, including MS Domain password resets and cloud-based
services.

- Collaborated with Level 3 IT teams to escalate incident and problem tickets and resolve critical issues, enhancing IT service efficiency & response times.

- Applied knowledge in networking, TCP/IP, and LAN/WAN support to maintain system reliability and reduce downtime.


** Technical Support L2(Internet, Cable & Phone) | Concentrix | Nov 2012 - July 2017

Job Role:
*Provided network & broadband troubleshooting for SMB and residential clients, achieving an 85% first-call resolution rate.
*Diagnosed and resolved DNS, DHCP, static IP, and WiFi configuration issues, reducing escalations
*Assisted in modem-router static IP modem scripting
*Provided email client support and password resets for enterprise clients.


** Sales Representative (EXPEDIA TeleSales) | 2012 - September 2012

Job Role:
• Handled travel booking & upselling, increasing customer retention.
• Processed flight, hotel, and vacation package reservations for global travelers.
• Delivered exceptional customer care, ensuring a positive experience and efficiently
addressing inquiries.
• Maintained a 95% quality assurance score through excellent customer interaction.
• Consistently met or exceeded performance standards for productivity and schedule adherence.

** Virtual Assistant | Marketing and Recruiting Research
Freelance | Dec 2011 - Mar 2012 · 4 mos

Job Description:
• Provided administrative support by preparing reports, presentations, and business documents.
• Conducted market research & data entry to support business decisions.
• Organized and maintained digital files, ensuring efficient access and policy compliance.
• Leveraged CRM & recruiting tools to streamline workflows.
• Managed multiple tasks independently, showcasing strong problem-solving and time-management skills.


** LEAD IT Recruiter | Interteam Service & Consultancy | June 2010 - Sept 2011

Job Role:
• Managed and led a team of IT recruiters and data analysts, significantly increasing candidate placements within Belgian and EU-based companies.
• Conducted regular follow-ups
with Belgian managers and IT recruiters, resulting in an improvement in hiring efficiency.
• Executed targeted lead generation campaigns, identifying top IT talent for key technical roles, expanding the qualified candidate pool
• Matched candidates with job opportunities, ensuring alignment with job requirements, leading to higher retention and job satisfaction rates.
• Reviewed and enhanced CVs, maintaining an organized and updated candidate database.

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*** LINKEDIN RECOMMENDATION ***

=> "Charmis was a very good leader. She's very competent and motivated
to reach the target goal. She's an inspiration to everyone in the team." -
Roxanne Arias, COO at Crushvertise

=> "Charmis was one of my colleagues during my work at Interteam
Consultancy as an IT Recruiter. Eventually, she became the teamleader of our
group since she has the passion and the potential to manage people. She's a
hard-working person and very down to earth. As her colleague, I can see her
high performance in working with us. Also, she's very cooperative and very open
to any issues and concerns during the operation of our company. Keep it up
Charmis!" - Gracie Celis, Software Engineer at Accenture

=> "Charmis is one of the most reliable colleagues I’ve worked
with at Convergys. Her unparalleled energy made her easy to work with. She's a
very well-rounded team player. Charmis would be an asset to any
team." - Jennifer Cean Duhaylungsod, Account Manager at Flatworld
Solutions

=> "Charmis was a great professional to work with. We worked
together at Convergys. She is committed, focused, smart and has excellent
communication skills. She is also very kind and easy to deal with. Working with
her is a rare opportunity to come across." - Katherine Fermano, IT
Supervisor at QIMA


Let’s work together to help your business automate key processes, minimize downtime, optimize workflows and create a better experience for your users.