Akpuru Joseph Ogbonnaya

AKPURU JOSEPH OGBONNAYA linkedin.com/in/joseph-akpuru-1b025720a? PROFESSIONAL SUMMARY Highly motivated and results-driven Customer Support & CRM Specialist with over two years of experience in fast-paced startup and enterprise environments. Skilled in highvolume ticket management, CRM optimization (HubSpot, Freshdesk, Zoho), and automation using Zapier. Proven track record of improving workflows, increasing customer satisfaction, and driving customer retention. With my background in computer science, I combine clear communication with technical skills to solve customer problems fast and effectively. TECHNICAL SKILLS AND STRENGTHS • • High-volume Ticket Resolution HubSpot, Freshdesk, Zoho • • Customer Experience (CX) Workflow Automation: Zapier • • Scheduling: Calendly, Picktime Clear Communication • • Google Workspace Team Collaboration • Real-time Data Integration • Project Management: Trello, Jira PROFESSIONAL EXPERIENCE JAC Enterprises Lagos, Nigeria Customer Support Specialist 2023 – Present • • • • • • Efficiently managed and resolved 50–60 customer tickets daily while consistently exceeding satisfaction targets. Engineered custom HubSpot CRM integration with web forms to enable real-time ticket creation and response tracking. Orchestrated complex Zapier automation workflows that reduced manual tasks by 30% and increased team efficiency. Strengthened customer relationships and improved retention by converting customers into brand evangelists. Collaborated closely with internal teams using Trello and Jira to solve complex issues and improve workflows. Maintained detailed support documentation to shorten future resolution times and improve knowledge transfer. Dynamic Innovational Concept Lagos, Nigeria IT Support Intern (NYSC) • • • 2022 – 2023 Performed technical troubleshooting, hardware setup, and software installation for internal users and staff. Ensured data integrity through regular system backups and disaster recovery preparedness. Provided recommendations that improved support operations and reduced average ticket resolution time. KEY PROJECTS CRM Widget Integration • • • • Orchestrated an end-to-end CRM integration by embedding a support widget that automated real-time ticket issuance and tracking. Configured the widget to generate real-time tickets within the CRM system. Monitored, managed, and responded to tickets submitted through the website, demonstrating practical CRM integration expertise. Tested and validated ticket flow to ensure reliability and seamless customer experiences. Workflow Automation Implementation • Orchestrated a multi-platform automation pipeline via Zapier to trigger instant WhatsApp notifications for Google Drive Updates, significantly decreasing team response lag. EDUCATION Yaba College of Technology Higher National Diploma (HND) in Computer Science 2021 Yaba College of Technology National Diploma (ND) in Computer Science CERTIFICATION • • Jobberman Soft Skill certificate DIgital Witch IT Support certificate 2018