Customer Experience Specialist
Starting at
$
25
/hrAbout this service
Summary
What's included
Email & Inbox Management
Manage client and support inboxes efficiently, ensuring timely, organized, and professional responses. Handle customer inquiries, complaints, and escalations, ensuring issues are resolved quickly and effectively. Work with platforms like Gorgias, Zendesk, Zoho, Reamaze, Intercom, HubSpot, Salesforce, Outlook, and Gmail to maintain seamless communication.
Live Chat Support
Provide real-time chat support through Tidio, Facebook Messenger, Intercom, and website chat widgets. Ensure quick response times and personalized customer interactions to improve satisfaction and retention. Collaborate with internal teams to resolve customer issues efficiently.
Phone Handling & Customer Engagement
Manage inbound and outbound calls, handling customer inquiries, troubleshooting issues, and providing product guidance. Support sales teams by qualifying leads and enhancing customer satisfaction. Extensive experience handling calls in industries such as retail, subscription services, and utilities.
Client Success & Onboarding
Guide new clients through a structured onboarding process, ensuring they have a seamless and positive experience. Provide one-on-one training sessions and walkthroughs of products, services, and platforms. Develop and implement client retention strategies, keeping customers engaged and satisfied. Act as a trusted advisor, proactively identifying clients’ needs and offering tailored solutions. Manage client relationships, ensuring ongoing support, satisfaction, and account growth
SOP Creation & Team Training
Develop Standard Operating Procedures (SOPs) to establish clear and efficient workflows. Create Loom video tutorials for teams to reference in daily operations. Train new hires and existing staff, improving efficiency and customer service quality.
Customer Experience & Performance Optimization
Conduct Root Cause Analyses to improve customer interactions and reduce recurring issues. Track and analyze customer satisfaction metrics, identifying areas for service improvement. Assist in developing client loyalty programs and engagement strategies to boost retention.
Industry Expertise & Technical Proficiency
Specialized experience in e-commerce, SaaS, telecom, utilities, and B2B services. Proficient in platforms like Shopify, Cin7, Magento, Gorgias, Zendesk, Go HighLevel, Salesforce, Asana, Trello, Slack, Microsoft Office, ClickUp, Monday.com, and more. Adept at managing social media interactions, email support, and live chat customer service.
Recommendations
(5.0)
Client • Nov 25, 2025
Recommended
In my professional experience, Reina is an excellent Customer Success Officer and is very quick to learn quite complex systems, company structures and products. She grasps software and procedures very quickly and offers valuable feedback and insight as to how systems could be improved. Reina is skilled at data entry tasks in addition to reporting and reaching KPIs. Reina is an asset and any company would be lucky to have her.
Client • Nov 3, 2025
Recommended
Working with Reina was an absolute joy! From her very first day, she approached everything with curiosity, enthusiasm, and a genuine desire to learn. She quickly grew into her role, completing up to 60 tickets per day while maintaining empathy and thoughtfulness in every customer interaction. Beyond her strong performance, Reina was a bright light on our team — always uplifting her teammates, bringing positivity to group chats and meetings, and contributing to a culture of support 💜
Client • Sep 16, 2025
Recommended
Reina Hernandez was an excellent support rep for my ecom brand. She was quick to respond, professional, and always went above and beyond to solve issues. Her clear communication made everything easy to understand. Overall, she made the support process smooth and stress-free.
Client • Sep 16, 2025
Recommended
Our team was looking for a reliable, experienced Customer Support Rep and Reina was an excellent fit! She's a good communicator, organized and fully understands the CS process to properly manage and resolve issues. It was great to have her part of our team.
Client • Mar 20, 2025
Recommended
I had the pleasure of working with Reina Hernandez at Kinect Inc., and she was an outstanding Sales and Account Manager. Reina consistently exceeded sales targets, built strong client relationships, and always ensured smooth account management. She was organized, responsive, and worked well with other teams to improve processes. Reina’s positive attitude and dedication made her a key asset to the company. I have no doubt she will excel in any future role and highly recommend her!
Client • Mar 20, 2025
Recommended
Reina joined Ultrawellness as a customer service agent and now she is handling whole customer experience at Ultrawellness. Her work is amazing she is highly skilled in communication and making systems for a smooth customer service. She has a very good work ethics and she is a hard worker. Reina also has amazing skill at organising and scheduling work which has helped us a lot when it comes to responding customer queries and responses in time especially in Q4 when there is a rise.
Skills and tools
Industries