Hey, It's me Russel!

I have been working remotely with UpLead LLC since 2018, providing customer support for a SaaS B2B platform that helps businesses find verified contact data for lead generation. I assist customers through live chat and email, guiding them on how to effectively use the platform’s features, troubleshoot issues, and understand how to get the most value from the service.

My responsibilities include handling various account-related concerns such as processing payments, refunds, disputes, and subscription inquiries. I also assist customers with billing questions and generate invoices for payments when needed, ensuring that their accounts remain accurate and up to date.

In addition to customer-facing support, I also assist with internal operations by escalating complex issues to the appropriate teams and helping process invoice requests from sales representatives. My role focuses on maintaining smooth customer experiences while supporting internal workflows that keep the platform’s operations running efficiently.

I have been working remotely with this client since 2014, supporting various digital marketing and administrative operations. I initially started as a Web Researcher and Email Outreach Assistant, where I researched relevant websites within specific niches to identify advertising and partnership opportunities. Using provided tools and guidelines, I evaluated website quality, compiled prospect lists in spreadsheets, and contacted website owners via email to explore collaboration opportunities.

As the project expanded, I also managed outreach campaigns through Pitchbox, creating campaigns, identifying relevant prospects based on keywords and topics, and organizing communication threads. I reviewed and matched incoming responses with existing opportunities and replied to inquiries using appropriate responses based on the context of each conversation. This role required attention to detail, critical thinking, and consistent communication to maintain organized outreach workflows.

Over time, my responsibilities grew to include broader administrative and team support tasks such as preparing reports, assisting colleagues with operational needs, and helping manage ongoing projects. Beginning in 2023, I also started publishing client-provided content on WordPress by preparing and uploading pre-formatted articles as draft posts. Throughout the years, I have maintained a reliable long-term working relationship with the client while supporting multiple aspects of their digital marketing and content operations.

I worked remotely as a Virtual Assistant for Interview Success Formula, a platform that helps job seekers prepare for interviews and land their desired roles. I handled customer support tasks including processing payments, managing refunds, and guiding users on how to navigate and use the online training platform effectively.

I also assisted customers with their job search concerns by providing personalized responses based on the platform’s resources and blog content. My role focused on delivering helpful and encouraging support while ensuring users had a smooth experience using the program.

I provided technical support for Trend Micro Antivirus customers by assisting with software installation, troubleshooting, and security configuration through phone, email, and remote support. I guided users step-by-step in installing antivirus software, resolving activation issues, and ensuring their systems were properly protected against malware and security threats.

I also performed virus and malware removal, optimized system performance through PC tune-ups, and remotely accessed customer computers to diagnose and resolve technical issues. My role focused on delivering clear technical guidance and quickly restoring customers’ systems to a secure and fully functional state.