Ryan Bortmas

Seasoned customer communication professional with 10+ years of direct, high-volume text and voice-based support experience in call centers, live operations, and real-time customer engagement. Proven ability to deliver fast, accurate, and empathetic written responses while managing multiple chats, maintaining composure under pressure, and consistently achieving top-tier customer satisfaction and resolution metrics.

Key Strengths for Chat-Based Freelance Roles:

Extensive live chat & messaging platform experience across B2C and B2B environments (explicitly listed “Live chat” skill + daily use of CRM ticketing systems including Zendesk-style workflows)
3+ years in structured call center settings (Frontline Call Center Supervisor, Connexus Resource Group Agent/RTA, Always On Call Answering Service) handling inquiries, technical troubleshooting, order processing, upsell opportunities, and issue resolution via phone and digital channels
Exceptional written communication: clear, professional, and tone-adaptive messaging honed through constant documentation in CRM systems, email follow-ups, and scripted/not-scripted customer interactions
Real-time multitasking & high-volume handling: monitored and managed 30+ accounts simultaneously as a Supervisor and adjusted staffing on the fly as a Real-Time Analyst — skills that translate directly to managing multiple concurrent chat sessions
De-escalation & conflict management specialist: regularly calmed upset customers, resolved complaints, and turned negative experiences into positive outcomes while strictly adhering to brand guidelines
Tech-savvy across platforms: proficient on Windows, Mac OS, iOS, Android, CRM software, Google Workspace, Microsoft Office, mobile apps, and workforce management tools
Perfect remote-work profile: reliable, self-managed, excellent time management, strong attention to detail, and comfortable with performance metrics and reporting

Comfortable with both standardized scripting and free-form empathetic communication. Quick learner who adapts rapidly to new products, services, and brand voices. Authorized to work in the US with no restrictions and fully equipped for immediate remote freelance chat, email, or ticket-based support roles in e-commerce, tech support, SaaS, hospitality, telecom, or any customer-facing industry.
Available for part-time or full-time freelance chat projects, night/weekend coverage, overflow support, or ongoing contracts. Let’s discuss how my proven communication background can drive your customer satisfaction scores higher.