Ebikere Sonia Ngwobia

Most small businesses and growing teams don't break because of bad products. They break because their support and CRM systems can't keep up.

I build and manage the operational systems that fix that before it costs you customers or founder hours.

What makes me different from most CRM and support specialists is where my communication skills were built. Over 17 years as a volunteer Community Educator, I was trained in structured communication, active listening, and de-escalation — teaching adults to communicate clearly and confidently in high-pressure situations. That depth of human-first thinking is what I bring to every customer interaction and system I build.

What I build and manage:

• Freshdesk systems with smart routing, SLAs, and automation, cutting response times from 3+ hours to 45 minutes

• HubSpot pipelines that filter noise and protect high-intent leads with 40% of unqualified leads removed before sales calls

• Notion dashboards and SOPs that create clarity and save founders 8–15 hours per week

• Manual QA testing, regression checks, structured bug reporting in Jira, and user-flow validation

Results across e-commerce, SaaS, and service businesses. Freshdesk Certified. Awarded Star Performer in the Smart Automation & AI Workflow internship supported by Saint Louis University and powered by Excelerate (March 2026).

Available full-time remote. Open to long-term contracts.