Desmond Nnabuike

I am a customer support and sales professional with over four years of experience delivering service excellence, driving lead generation, and building long-term customer relationships. Recognized as a customer support guru and skilled closer, I specialize in turning complex challenges into practical solutions, generating qualified leads, and creating experiences that increase satisfaction, loyalty, and revenue growth. My work in SaaS, Web3, and technology projects has been defined by precision, empathy, and consistent performance.

In my previous roles I served as the first point of contact across email, chat, phone, and community platforms, managing hundreds of customer interactions weekly while identifying and converting upsell opportunities. By maintaining SLA response times under one hour, I achieved an average 95 percent satisfaction rating and consistently closed sales with a 30 percent conversion rate. I am proficient with CRM and helpdesk systems including Zendesk, Intercom, HubSpot, and Freshdesk, which I used to organize cases, track prospects, document workflows, and escalate complex issues with accuracy and speed.

I have designed and delivered onboarding programs that improved new customer adoption rates by more than 30 percent. By leading webinars and creating step-by-step guides, I helped customers quickly gain confidence with products, reducing early-stage support requests while opening cross-sell opportunities. Additionally, I authored and maintained over 60 knowledge base articles and tutorials that decreased repetitive tickets by 25 percent within a few months, freeing more time for proactive customer engagement and lead nurturing.

Collaboration has been central to my success. By analyzing customer feedback, tracking engagement patterns, and reporting recurring issues, I identified trends that led to meaningful product improvements and reduced complaints by 20 percent. I worked closely with product and engineering teams to implement these changes and with marketing and sales teams to align outreach strategies with customer expectations. This cross-functional cooperation not only enhanced user experience but also fueled consistent sales pipeline growth.

I am highly experienced in fast-paced remote environments where multitasking and efficiency are essential. I regularly managed 50 plus active tickets while maintaining quality and professionalism, alongside handling outbound campaigns and client follow-ups. My ability to coordinate through tools such as Slack, Discord, Lark, Calendly, and BookMe has enabled me to remain organized, persuasive, and responsive in distributed teams.

What sets me apart is the belief that customer support and sales are deeply connected. Support opens the door to trust, and sales builds on that trust to deliver lasting value. My goal is to ensure every customer feels understood, valued, and confident in the solutions provided, while also driving measurable business growth. With proven results in meeting SLA targets, improving satisfaction scores, generating leads, and closing deals, I am confident in my ability to deliver strong impact as a Sales and Customer Support Representative with S&M Technologies.