Ebikere Sonia Ngwobia

Most B2B SaaS teams don't break because of bad products. They break because systems can't keep up with growth.

I design and run operational systems that prevent support leaks, protect qualified leads, and keep founders out of the weeds.

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, de-escalation of tense situations, and finding common ground with complete strangers. I taught adults — including people who had never learned to read — to communicate clearly and confidently. 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 — 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 10+ clients. Freshdesk Certified. Awarded Star Performer in the Smart Automation & AI Workflow internship supported by Saint Louis University and powered by Excelerate (March 2026).

If you're scaling and want clean systems that run without constant oversight, let's talk. DM me or book a 15-minute review.