Charles Edwards

I am a results-driven Customer Service and Sales Professional with over six years of experience supporting global e-commerce and SaaS brands through phone, email, chat, and SMS. My background spans both customer support and remote inside sales, and I have built a reputation for delivering exceptional service while helping customers reach their goals.

In my current role as a Remote Customer Service Advisor at Idaho Foods LLC, I manage over 70 tickets daily across support channels, consistently maintaining a CSAT score above 98%. I help customers resolve order issues, understand product features, and make informed purchasing decisions. My ability to listen actively, empathize, and offer solutions has played a major role in improving customer retention and brand loyalty. I am also comfortable upselling and cross-selling products when it aligns with customer needs.

I have worked directly with core customer success metrics such as CSAT, NPS, Churn Rate, Product Adoption, and Time to First Value, using these indicators not just to monitor performance, but to actively enhance the customer journey. I understand that success is about delivering value, reducing friction, and helping customers see outcomes that matter.

Technically, I am highly proficient with CRMs like HubSpot, Zendesk, Salesforce, and Gorgias, and I have used these tools extensively to manage customer relationships, track communications, and optimize support workflows. I am also fluent with collaboration tools like Slack, Zoom, Google Workspace, and Notion, which I use daily in fast-paced remote environments.

What sets me apart is my strong communication skills, ownership mindset, and ability to work independently without sacrificing team collaboration. I thrive in environments where empathy, initiative, and accountability are core values, and I am known for being both customer-focused and performance-driven.

I am passionate about learning and professional growth. Outside of work, I invest time in customer success courses, SaaS trends, and developing skills that keep me ahead of the curve. My goal is to not just meet expectations but to exceed them while supporting team goals and contributing to long-term business growth.

I am excited about opportunities like the one at HubSpot, where customer experience is central to the mission. I look forward to bringing my skills, enthusiasm, and service-first attitude to a forward-thinking team.