Igbende Nicholas Terkaa

Hi, I’m Igbende Nicholas Terkaa, a dedicated Customer Support and Helpdesk Specialist with hands-on experience in managing customer interactions, resolving issues efficiently, and supporting business growth through modern support and CRM tools. I specialize in using Zendesk, Freshdesk, and HubSpot CRM to deliver exceptional email and live chat support while maintaining organized workflows and ensuring customer satisfaction. I also have practical experience in lead generation and market research, helping businesses identify high-quality prospects and streamline outreach efforts. My skills in ticket management, CRM pipelines, and multi-channel support allow me to bridge the gap between customer support and business development, turning inquiries into opportunities. With a focus on efficiency,professionalism, and results, I am committed to providing excellent support that improves customer experience and contributes to business growth. This portfolio showcases my tools expertise, real-life work examples, and measurable results to demonstrate my ability to deliver value to clients worldwide. Skills and Tools Used Customer Support & Helpdesk 1:Customer Support: Handling inquiries via email, live chat, and ticketing systems. 2;Helpdesk Management: Efficient ticket organization, prioritization, and workflow management. 3:issue Resolution: Troubleshooting, de-escalating complaints, and providing timely solutions. 4:Multi-Channel Support: Managing support across email, live chat, and messaging platforms. 5:Customer Satisfaction: Ensuring high-quality interactions to improve client experience. CRM & Sales Support 1:CRM Management: Tracking contacts, deals, and sales pipelines. 2:HubSpot CRM: Lead management, pipeline monitoring, and sales tracking. Lead Conversion Support: Following up on inquiries and turning leads into opportunities. 3:Outreach Support: Assisting in personalized email, WhatsApp, and LinkedIn campaigns. Technical Tools Work Samples & Case Studies 1. Customer Support & Helpdesk,Zendesk / Freshdesk Description: Managed multi-channel support for clients using Zendesk and Freshdesk, handling customer inquiries via email and live chat. Key Responsibilities: Organized and prioritized tickets for timely resolution. Used automation, tagging, and canned responses to improve workflow efficiency. Resolved customer issues while maintaining high satisfaction ratings. Results: Resolved 95% of tickets within 24 hours. Improved customer satisfaction score (CSAT) by 15% over 3 months. Reduced average response time by 20% using workflow optimizations. Freshdesk dashboard or ticket handling interface Resolving and escalating customer issues to appropriate departments to ensure timely and effective solutions while maintaining high customer satisfaction. 2:CRM Management & Sales Support HubSpot Description: Managed leads, contacts, and sales pipelines using HubSpot CRM. Coordinated between support and sales teams to streamline customer interactions. Key Responsibilities: Tracked and segmented leads for follow-ups and nurturing. Scheduled outreach and coordinated sales support tasks. Monitored pipeline progress to identify conversion opportunities. Results: Assisted in converting 30+ leads into paying clients in one quarter. Maintained accurate, organized CRM data, improving team efficiency. Reduced missed follow-ups by 90% with scheduled workflows. Screenshot showing a newly generated lead in HubSpot CRM, including contact details, company, source, and status. Demonstrates my ability to track leads, manage pipelines, and ensure timely follow-ups for improved client engagement. Concise & Professional: “Screenshot showing a deal being created in HubSpot CRM, including deal name, associated contact, value, and stage. Demonstrates my ability to manage sales pipelines, track opportunities, and ensure accurate CRM data for client conversion.” Achievements & Results 1:High Customer Satisfaction: Resolved 95% of customer support tickets within 24 hours using Zendesk and Freshdesk, consistently maintaining a high customer satisfaction score (CSAT). 2:Efficient Ticket Management: Reduced average response time by 20% through effective ticket prioritization, workflow automation, and multi-channel support. CRM & Sales Support Success: Managed leads and deals in HubSpot CRM, helping convert 30+ leads into paying clients within one quarter. 3:Lead Generation Excellence: Generated and verified 150+ high-quality leads in 2 weeks using LinkedIn, Google Maps, and online directories, improving client outreach response rates by 25%. 4:Escalation & Issue Resolution: Successfully resolved complex customer issues and escalated critical cases to relevant departments, ensuring timely solutions and minimal disruptions. 5:Organized & Data-Driven: Maintained accurate CRM records and lead pipelines, improving workflow efficiency and reducing missed follow-ups by 90%. Remote Work & Full-Time Availability: Delivered consistent results while working remotely, managing multiple clients and tasks efficiently. 6:Tool Proficiency: Expertly used Zendesk, Freshdesk, HubSpot, Google Workspace, LinkedIn, and Google Maps to streamline support, sales, and lead generation processes. Contact information Name: Igbende Nicholas terkaa Email-Phone: - Availability: Full-Time Remote