Celestina Zubairu

My Portfolio‌ Celestina Zubairu Customer Support Specialist So... Who's This Girl? I found my way into customer support by accident, long before I even realized what it was. I was always that person who had a quick solution for every problem and never hesitated to jump in and fix things (whether or not it was my responsibility). Growing up, that earned me the nickname “busy body”, which I didn’t appreciate at the time, but looking back, it was just a preview of who I was becoming. Not too long after, I started a small business of my own and discovered a gift I didn’t know I had: helping frustrated people feel heard, calm, and reassured simply by how I addressed their concerns. That skill didn’t just help me; it transformed the experience for my customers, and soon I was doing the same thing for other brands. At that point, I knew this was where I belonged. For the past 4 years, I’ve sharpened that ability and taken it further, working with SaaS and e-commerce brands, where (let’s be honest, customers can sometimes be the ANGRIEST. But that’s exactly where I thrive. My work goes beyond answering tickets. I take time to: Understand products deeply, Communicate with customers in a language they connect with, Turn rants (feedback) into meaningful, actionable insights, Spot patterns, analyze recurring issues, and propose solutions that help brands improve long-term. I don’t just “do my job” and clock out; I go the extra mile because customer experience isn’t just what I do, it’s what I love! TABLE OF CONTENT 1. Cover Page 2. So... Who's Who's This Girl? (About Me) 3. My SuperPowers 4. Stuff I'm Made Of (My Core Values) 5. My Secret Sauce 6. Projects I've Worked On Hubspot Zendesk Intercom Freshdesk 7. Clients I've Dazzled 8. Contact Me My “SuperPowers” 1 2 Empathy Communication SOFT SKILLS 3 4 Problem Solving Conflict Resolution HARD SKILLS 5 6 Help Desk Tools 1 Knowledge-Based Management 2 Technical Troubleshooting 3 Live Chat & Email Support 4 Proactiveness Ticket Management Collaboration Reporting & Analytics 5 6 Stuff I'm Made Of (a.k.a. my core values) Ownership I handle every customer interaction as if I were the brand owner. Their trust is my responsibility, Empathy and I take pride in protecting it with care and accountability. Result-Oriented Support isn’t just about responding, it’s Problem Solving about resolving. I focus on delivering solutions that not only fix problems but also leave a lasting, positive impression. Proactiveness Proactiveness & Resourcefulness I don’t stop at patching issues. I dig deeper to find the root cause, suggest improvements, and Collaboration build smarter solutions that save time for both customers and the team. Self-Discipline Consistency is key. I bring focus, reliability, and commitment to every interaction, so customers and teams know they can always count on me. Tone Flexibility I adapt my communication style to match the brand’s voice, whether warm, professional, or empathetic, so every customer feels truly understood and connected. Listen I give customers my FULL attention, making sure they feel heard first. Empathize I acknowledge their feelings and show understanding. Respond Clearly I provide simple, consistent, and actionable answers. Match Tone I adapt my tone to fit the brand and customer’s mood. My Secret Sauce How I keep customers smiling Restore Trust I turn challenges into opportunities to rebuild confidence. Projects I‘ve Worked On Project 1: Hubspot Project 2: Zendesk Project 3: Intercom Project 4: Freshdesk P.S: Some brands featured are fictional, created for demonstration purposes. Hubspot Brand Name: TaskFlow What They Do: TaskFlow is a SaaS productivity platform that helps small and mid-sized teams manage projects, track deadlines, and collaborate in real-time. The software integrates task management, file sharing, and workflow automation, enabling distributed teams to stay aligned and productive. My Role as a Customer Support Specialist I managed customer interactions with HubSpot CRM, resolving 90% of tickets within SLA and maintaining a 95% customer satisfaction rate. Through email, chat, and ticket support, I reduced repeat inquiries by creating clear communication and helpful resources. CONTACT CREATION IN HUBSPOT CRM a n it s e l e C This streamlined communication and improved response accuracy, helping TaskFlow achieve a 25% increase in onboarding efficiency and a boost in customer retention. a n it s e l e C I created and organized customer contacts in HubSpot CRM, segmenting users based on needs and engagement. ONBOARDING EMAIL CAMPAIGN a n it s e l e C The campaign drove a 40% open rate, boosted onboarding completion by 20%, and reduced firstmonth churn by 12%. a n it s e l e C I built and automated a 3-part onboarding campaign in HubSpot, segmenting new users and setting follow-up tasks for low engagement. RETENTION EMAIL CAMPAIGN a n it s e l e C The campaign achieved a 38% re-engagement rate, improved product usage among inactive users by 22%, and boosted customer renewal rates by 15%. a n it s e l e C I built a HubSpot retention campaign with a 3-step email series and follow-up tasks, driving higher re-engagement and renewals. LIVE CHAT SETUP AND TICKET MANAGEMENT a n it s e l e C This reduced response time by 30%, improved customer satisfaction, and achieved 90% SLA resolution. I set up HubSpot’s live chat with routing and offline capture, and built an automated ticket pipeline linked to chat, email, and forms. a n it s e l e C ORDER PIPELINE & EMAIL AUTOMATION a n it s e l e C I also designed and launched onboarding and payment confirmation emails, improving customer engagement and support efficiency I set up a custom Order Pipeline in HubSpot with automated payment and order tracking workflows a n it s e l e C NOTES AND TASKS FOR TEAM ALIGNMENT a n it s e l e C I documented customer interactions and created follow-up tasks in HubSpot to align Support, Sales, and Product teams, improving collaboration and response time by 40%. a n it s e l e C ZENDESK Brand Name: Helpora What They Do: Helpora is a cloud-based customer service platform that helps small and mid-sized businesses manage support tickets, live chat, and customer feedback in one place. The company’s mission is to make customer communication effortless through automation, AI chat assistance, and a unified inbox. My Role as a Customer Support Associate At Helpora, I delivered customer support through Zendesk, managing tickets, live chats, and onboarding inquiries. I optimized workflows, created support macros, and used reports to enhance customer satisfaction and reduce resolution time by 35%. Response a n it s e l e C Response a n it s e l e C Ticket Ticket USER TICKET AND SUPPORT RESOLUTION Response a n it s e l e C Response a n it s e l e C Ticket Ticket USER TICKET AND SUPPORT RESOLUTION MACROS a n it s e l e C a n it s e l e C KNOWLEDGE BASE ARTICLES a n it s e l e C a n it s e l e C I created and organized a Knowledge Base in with five detailed Helpora articles, improving self-service accessibility. This reduced repetitive support inquiries by 35% and enhanced user onboarding efficiency. KNOWLEDGE BASE ARTICLES a n it s e l e C a n it s e l e C KNOWLEDGE BASE ARTICLES a n it s e l e C a n it s e l e C FRESHDESK Brand Name: SwiftWave What They Do: SwiftWave is a modern fintech company that helps individuals and small businesses send and receive money globally in seconds. The platform provides multi-currency digital wallets, instant international transfers, and bill payment options with low fees and transparent exchange rates. My Role as a Customer Support Lead Iat SwiftWave, I helped customers resolve issues quickly, manage support tickets efficiently, and improve the overall user experience through clear communication and automation tools.. USER TICKET AND SUPPORT RESOLUTION a n it s e l e C a n it s e l e C USER TICKET AND SUPPORT RESOLUTION a n it s e l e C a n it s e l e C USER TICKET AND SUPPORT RESOLUTION a n it s e l e C a n it s e l e C KNOWLEDGE BASE ARTICLES a n it s e l e C a n it s e l e C KNOWLEDGE BASE ARTICLES a n it s e l e C a n it s e l e C Clients I've Dazzled “Working with Celestina has been an absolute pleasure. She transformed our customer communication process, setting up automated workflows in HubSpot and improving ticket resolution speed by over 40%. Her empathy, organization, and attention to detail make her a standout in customer support. Highly recommended!” — Chris Allen Customer Experience Manager, TaskFlow “Celestina goes above and beyond to ensure every customer feels heard. She helped us build our knowledge base and streamlined Freshdesk responses, which reduced repeat tickets and boosted our CSAT scores. Her professionalism and proactive approach make her an invaluable team member.” — Sarah Mitchell Operations Lead, SwiftWave Let’s Create Experiences Your Customers Will Love.. You’ve seen what I bring to the table, now let’s make it official! If you’re ready to deliver support that turns customers into loyal fans, I’d love to help you make it happen. Shoot your shot! THANK YOU!!