Abegunde Odunola Funbi

ODUNOLA ABEGUNDE CUSTOMER SUPPORT SPECIALIST | EMAIL, CHAT & CRM SUPPORT PROFESSIONAL SUMMARY Customer-focused Customer Support Specialist with proven experience managing high-volume support across email, live chat, and CRM systems. Skilled in resolving complex customer issues, improving response times, and maintaining high satisfaction scores. Adept at using Zendesk, HubSpot, and Shopify to streamline support operations and enhance customer experience. CORE SKILLS Customer Support • CRM Management • Ticketing Systems • Customer Retention • Conflict Resolution • Multichannel Support (Email, Chat, Phone) • SLA Management • Problem Solving • Communication TOOLS & TECHNOLOGIES Zendesk, Freshdesk, Intercom, HubSpot CRM, Salesforce, Zoho CRM, Shopify, WooCommerce, Slack, Microsoft Teams, Zoom, Google Workspace, Notion PROFESSIONAL EXPERIENCE BrightPath Solutions (Mock) – Remote Customer Support Specialist | Jan 2025 – Present Managed 50+ daily customer interactions across email, chat, and phone with consistent SLA compliance Resolved billing, technical, and order-related issues using Zendesk and Freshdesk, improving resolution efficiency Maintained and updated customer data in HubSpot CRM and Salesforce for accurate tracking and follow-ups Handled Shopify and WooCommerce support including refunds, disputes, and order management Collaborated with internal teams via Slack and Microsoft Teams to resolve escalations quickly Contributed to knowledge base improvements, reducing repetitive inquiries Achieved 95% CSAT and 90% first-contact resolution rate Career Crafter Academy – Remote Virtual Assistant Training| Jan 2026 – Mar 2026 Gained hands-on experience with ticketing systems, CRM tools, and customer workflows Simulated real-world support scenarios across email and live chat channels Developed strong skills in customer communication, empathy, and issue resolution EDUCATION B.Sc. Estate Management – [University Name], Nigeria Professional Practice Examination (PPE) – NIESV KEY ACHIEVEMENTS Maintained 95% Customer Satisfaction (CSAT) Achieved 90% First-Contact Resolution Rate Reduced response time to under 5 minutes (live chat)