Open to freelance and full-time
Lawrence Buena
Ecommerce support ops and AI automation. I build the Zendesk, Shopify, and Claude workflows that keep support running when nobody is standing over it.
Six years remote, from first-contact logistics at Amazon to end-to-end Shopify fulfillment at Flashback, with teams in Australia, Sweden, the US, and Canada along the way.
01 / by the numbers
- −72%Average reply time
- 95%Customer CSAT
- 5.0Upwork rating
- 6+Years remote
02 / experience
full history- 2023Customer Operations SpecialistFlashback · Brisbane, AU
- 2023Project CoordinatorSana Labs · Sweden
- 2021Community Moderator & Technical SupportYellowstone Digital Media · Montana, US
- 2020Virtual AssistantRecreation Outfitters · Washington, US
Stack
view all- Claude
- Front
- Shopify
- Notion
- Zendesk
- Gorgias
- Intercom
- HubSpot
- n8n
- Zapier
- ChatGPT
- Linear
- + 36 more
03 / selected work
all projectsCutting reply time 72% across a high-volume support inbox
Consolidated a growing ecommerce brand's scattered channels into one Front workflow, then cut average reply time 72% while handling 1,028 messages in three weeks.
What good support looks like in numbers
A 95% CSAT score and a 4.8 average rating from customers, with 19 of 20 reviews at five stars over three weeks.
An AI message composer that sounds like you, not a chatbot
A local Claude app that turns raw notes into polished emails, social DMs, and comment replies. Eighteen tones, a human-writing layer that strips AI-isms, and nothing ever leaves your machine.
04 / what people say
all reviews“Lawrence worked for me for over two years and did a phenomenal job. He worked in customer support and did very complex support and administrative tasks.”
“I asked about the status of my camera as there hadn't been any updates for a few days. Lawrence explained everything clearly and advised me to contact him if it didn't arrive on time. I felt reassured, and I've now received it. I love the camera!”
“My issue was handled very fast, and the communication was so warm and helpful. A special thanks to the team for finding a quick solution for me. I felt truly valued as a customer. Highly recommended!”
Top Rated Plus on Upwork · 100% Job Success · 5.0 rating · 13K hours · five-star customer reviews
05 / writing
all posts- An escalation should never need a reply
What separates an escalation engineers can act on from one that just forwards the problem.
06 / contact
Have a backlog, a broken workflow, or a support system held together with duct tape?
Send me the details. You'll get a concrete plan back, not a pitch deck.