Luiza Gabriel

CUSTOMER SUPPORT PORTFOLIO LUIZA GABRIEL Work Experience In my most recent role, I gained customer support experience by assisting users across email, chat, and phone, helping them resolve technical issues, account concerns, and general platform challenges. I worked daily with tools like Freshchat, Freshsales, 3CX, and Gmail to manage inquiries, document interactions, and ensure users received timely resolutions. I also co-led a 12-member support team, coordinating schedules, handling escalations, and keeping operations running smoothly. Through constant collaboration with internal teams and continuous follow-ups with users, I strengthened my communication, troubleshooting, documentation, and problemsolving skills. Before You Begin... This portfolio was created to showcase my customer support skills using a fictional EdTech company named El-Gee Academy. All data was generated with the help of AI, and any resemblance to companies or individuals, whether existing or not, is purely coincidental. I resolve user issues, manage tickets, communicate with empathy, document interactions, and guide customers so they feel supported and heard. Explore how ideas are brought to life and how my skills are applied to practical, realistic projects. Tools Proficiency Skills Section Technical Skills Multi-Channel Customer Support (email, chat, phone) CRM Management Call Handling Systems Ticket Documentation & Escalation Processing Data Entry, Reporting & Follow-Up Tracking Workflow Coordination & Basic Automations Platform & Account Troubleshooting Process Organization & Support Operations Tracking Soft Skills Clear Verbal & Written communication Empathy & Active Listening Time Management & Task Prioritization Problem-Solving Adaptability & Flexibility Attention to Detail Proactiveness Confidentiality & Professionalism CRM and Ticketing CRMs and ticketing systems enable me to manage customer inquiries efficiently, track interactions, and resolve issues more quickly. Businesses benefit through improved response times, clearer customer history, stronger customer relationships, and more organized support workflows. Tools: Freshsales CRM, Freshdesk, HubSpot, Zendesk. CLICK HERE to view the folder. Customer Communication and Omnichannel Support Effective communication tools enable me to support customers across various channels, including calls, emails, and chats, ensuring consistent and seamless experiences for customers, teams, and management. Benefits include faster resolutions, smoother interactions, and stronger trust. Tools: 3CX, Google Voice, Call Hippo. CLICK HERE to view the folder. Knowledge Base Documentation Creating clear knowledge bases, FAQs, and support articles helps customers self-serve while enabling teams to focus on higher-priority tasks. Businesses gain reduced ticket volume, better accuracy, and improved onboarding for new agents. Tools: Zendesk Guide, HubSpot Service Hub, Freshdesk. CLICK HERE to view the folder. Workflow Automation and Productivity Automation reduces repetitive work, ensures timely responses, and keeps support processes running smoothly. This helps brands save time, eliminate errors, and improve team productivity. Tools: I use built-in automations and triggers in HubSpot, Freshsales, and Zendesk. I also work with ClickUp and Zapier to manage tasks and integrate wider workflow automations. CLICK HERE to view the folder. Data Entry, Reporting, and Analytics Accurate reporting helps businesses track performance, understand customer trends, and make clearer decisions. I use CRM dashboards and analytics in Zendesk, HubSpot, and Freshsales. Tools: I also work with Google Sheets, Google Slides, and Looker Studio for deeper insights when needed. CLICK HERE to view the folder. LET’S WORK TOGETHER! If you’re looking for someone who can step in, simplify your support processes, and strengthen the way you interact with customers, you’ve found me. Check out my reviews, quality metrics, and certifications 👉 HERE Are you ready to improve your customer experience? Contact me today! Email:-