Celestina Zubairu's Customer Support Portfolio
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
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This streamlined communication and
improved response accuracy, helping
TaskFlow achieve a 25% increase in
onboarding efficiency and a boost in
customer retention.
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I created and organized customer contacts
in HubSpot CRM, segmenting users based
on needs and engagement.
ONBOARDING EMAIL CAMPAIGN
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The campaign drove a 40%
open rate, boosted
onboarding completion by
20%, and reduced firstmonth churn by 12%.
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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
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The campaign achieved a
38% re-engagement rate,
improved product usage
among inactive users by
22%, and boosted
customer renewal rates by
15%.
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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
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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.
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ORDER PIPELINE & EMAIL AUTOMATION
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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
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NOTES AND TASKS FOR TEAM ALIGNMENT
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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%.
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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
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Response
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Ticket
Ticket
USER TICKET AND SUPPORT RESOLUTION
Response
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Response
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Ticket
Ticket
USER TICKET AND SUPPORT RESOLUTION
MACROS
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KNOWLEDGE BASE ARTICLES
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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
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KNOWLEDGE BASE ARTICLES
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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
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USER TICKET AND SUPPORT RESOLUTION
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USER TICKET AND SUPPORT RESOLUTION
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KNOWLEDGE BASE ARTICLES
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KNOWLEDGE BASE ARTICLES
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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!!