Omowunmi G.

Customer Support Specialist | Zendesk, HubSpot & Gorgias | Operations Support | I Turn High-Volume Support Into Satisfied Customers Through Fast, Accurate Resolution. I help e-commerce brands, SaaS platforms, and service businesses deliver fast, accurate customer support without building an in-house team. At Palmpay FinTech, I managed 500+ customer interactions monthly across live chat, email, and phone, achieving 90% first-contact resolution, 95% satisfaction scores, and 100% CRM accuracy over 14 consecutive months. That's not a good week. That's a sustained standard. I currently provide customer support for an AI-powered SaaS platform, managing Zendesk-based ticket support while working toward a 3-minute first-response target, bringing that same standard of accuracy and speed to every interaction. If your support tickets are piling up, customers are waiting too long for responses, or your team is overwhelmed by repeat inquiries, I solve these exact problems. What I Deliver: ➜ High-Volume Ticket Management I manage the full ticket lifecycle in Zendesk, Freshdesk, and Gorgias from intake to resolution, maintaining SLA compliance and building efficient macros that reduce handling time. At Palmpay, I reduced average resolution time by 20% below the department standard. ➜ First-Contact Resolution I achieve 90% first-contact resolution by troubleshooting systematically and delivering complete answers the first time. No back-and-forth. No customers waiting days for follow-up. ➜ De-escalation & Complaint Resolution I de-escalated 200+ tense situations monthly with an 80% satisfaction recovery rate. I handle billing disputes, shipping delays, and technical frustrations calmly and close them completely. ➜ CRM Management & Data Accuracy I documented every interaction in HubSpot with 100% accuracy. Your team will always have full visibility into customer history, issue status, and every communication touchpoint. ➜ E-commerce Support (Shopify & Order Management) I handle order tracking, refund processing, returns, and product inquiries for Shopify brands. I proactively communicate delays before customers ask, reducing inbound volume and increasing satisfaction simultaneously. ➜ Operations & Administrative Support Beyond customer support, I currently manage day-to-day digital operations for a US-based entrepreneur across multiple business verticals, building operational trackers, coordinating leads, and maintaining workflows entirely remotely. I also provide calendar management, inbox organization, meeting scheduling, and task coordination using Google Workspace, Notion, Asana, and ClickUp. Proven Results: • 90% first-contact resolution across 500+ monthly customers • 95% satisfaction score maintained over 14 months • 25% reduction in repeat inquiries through proactive education • 35% fewer escalations using structured troubleshooting • 80% success converting frustrated customers to satisfied • 100% CRM accuracy across every recorded interaction • 20% faster resolution than the department baseline • 15 platform improvements through documented issue escalation Primary Tools: Zendesk | Freshdesk | Gorgias | HubSpot CRM | Intercom | Help Scout | Shopify Admin | Google Workspace | Slack | Notion | Asana | Zapier | Loom Also experienced with: Re:amaze, Kayako, Zoho Desk, LiveChat, ClickUp, Trello, Jira, Jobber, OpenPhone, RingCentral, Microsoft Teams Best For: E-commerce and Shopify brands managing high support volumes. SaaS platforms scaling their support operations. FinTech companies where compliance and accuracy are non-negotiable. Online course creators and membership platforms where retention depends on timely support. Service businesses seeking consistent, professional customer communication. I respond within 2 hours during business hours, document everything completely, and maintain SLA compliance without supervision. I hold a 100% Job Success Score on Upwork and am currently accepting part-time and full-time client engagements. If this sounds like what your business needs, send me a message or invite me to your job. Let's deliver exceptional customer support together.