Jennifer Rafael

Sales & Customer Success Professional

Driving results through strategic customer engagement, pipeline management, and customer-centric solutions. Specializing in e-commerce support, sales development, and customer retention.

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About Me

My Professional Journey

With over five years of experience in customer-facing roles, I've developed a deep passion for understanding customer needs and delivering exceptional service. My career spans diverse industries—from e-commerce and healthcare to SaaS and event management—giving me the versatility to adapt and excel in any customer-centric environment. I thrive on solving problems, building lasting relationships, and consistently exceeding performance targets.

My expertise lies at the intersection of customer support and sales development. I've successfully managed high-volume customer interactions while implementing proactive solutions that reduce operational costs and improve satisfaction. In my recent role at Whova Inc., I increased lead-to-demo conversion by 25% through data-driven outreach strategies and empathetic engagement. I'm proficient in HubSpot CRM, Aircall, and various customer management platforms, and I leverage AI tools to optimize communication and efficiency.

I'm a results-driven professional with a growth mindset, strong communication skills, and an unwavering commitment to excellence. I'm excited to bring my expertise in customer success, sales development, and operational optimization to organizations looking to scale their customer-facing operations. When I'm not working, I'm continuously learning new tools and strategies to stay ahead in this dynamic field.

Skills & Expertise

Core Competencies

Sales Development

Cold Calling & Outbound Outreach

Lead Generation

Qualification & Pipeline Management

Customer Retention

Engagement & Solutions-First Approach

CRM Expertise

HubSpot & Advanced Data Management

Communication

Excellent English & Active Listening

Problem Solving

Dispute Resolution & Negotiation

E-Commerce

PayPal & Shopify Management

Team Collaboration

Cross-functional Coordination

Professional Experience

Career Highlights

Customer Support (E-commerce Email)

Fusion Ecommerce Ltd.

Dec 2024 - Mar 2026

  • Managed high-volume customer email inbox with same-day response rates and professional communication
  • Resolved disputes and secured successful chargebacks through compelling documentation
  • Monitored refund trends and maintained zero-backlog inbox policy

Event Consultant & Sales Development Rep.

Whova Inc. (under Upwork Inc.)

Aug 2025 - Feb 2026

  • Engaged prospects through outbound calls and emails, increasing lead-to-demo conversion by 25%
  • Scheduled 10–15 demo meetings per week with near 100% CRM accuracy
  • Consistently exceeded weekly KPIs through persistence and data-driven strategies

Customer Retention Support

Webseeds Inc. (Nature's Formulas)

Apr 2025 - Aug 2025

  • Handled inbound calls with solutions-first approach, offering targeted retention strategies
  • Collaborated with logistics teams for real-time shipping updates and issue resolution
  • Managed customer interactions across Aircall, HubSpot, and multiple support platforms

Sales Representative (Seasonal)

GoHealth360 (Exact Care Pharmacy Campaign)

Aug 2024 - Jan 2025

  • Handled 500+ daily inbound and outbound calls with exceptional efficiency
  • Consistently exceeded sales targets with 5-10 daily sales and top-tier customer service
  • Qualified patients and maintained accurate interaction records

Customer Service Representative

Upwork Global Inc. (Avas Flowers)

Sep 2022 - Aug 2024

  • Resolved diverse customer concerns including order tracking, returns, and modifications
  • Processed and verified order details ensuring accuracy and timely deliveries
  • Maintained high customer satisfaction through escalated issue resolution

Customer Service Representative

Everise C3 Connect (Healthcare Account)

Oct 2021 - Oct 2022

  • Clarified health plan benefits and educated members on coverage options
  • Maintained high call resolution rates with compliance to healthcare regulations
  • Assisted with benefit inquiries, payments, and eligibility concerns

What I Offer

Services & Solutions

📞

Customer Support Excellence

End-to-end customer support solutions that reduce churn, resolve disputes efficiently, and maintain high satisfaction scores across all channels.

🎯

Sales Development

Strategic lead generation and qualification services that build your pipeline and increase demo conversion rates through targeted outreach.

💡

Customer Retention Strategy

Solutions-focused retention programs that identify at-risk customers and implement recovery strategies to maximize lifetime value.

📊

CRM & Pipeline Management

HubSpot optimization and CRM implementation to streamline workflows, improve data accuracy, and enhance sales team productivity.

🏢

B2B Sales Outreach

Professional business-to-business outreach campaigns combining cold calling, email, and social engagement for qualified lead generation.

✨

E-Commerce Operations

Specialized e-commerce support including PayPal and Shopify management, dispute resolution, and refund optimization.

Testimonials

What Clients & Colleagues Say

★★★★★

"Jennifer's approach to customer engagement transformed how we handle our support queue. Her attention to detail and proactive problem-solving reduced our refund rate by 20% within three months. She's a true asset to any team."

Sarah Mitchell

Operations Manager, E-Commerce Firm

★★★★★

"Working with Jennifer on our sales development initiative was outstanding. She consistently exceeded targets and brought a data-driven mindset to lead qualification. Her 25% increase in demo conversion speaks volumes about her capabilities."

Marcus Johnson

Sales Director, SaaS Company

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