Naomi Ubongabasi Ukana

Are your support operations held together by manual effort? Is your CRM underbuilt and your team spending more time managing tools than helping customers?

That's exactly the kind of problem I work on.

I'm a Support Operations and CRM Specialist with 4+ years of experience across SaaS, fintech, logistics, and e-commerce. I help growing teams build the systems, processes, and automations that make customer support scalable and CRM operations actually functional.

My work sits at the intersection of two things most businesses need simultaneously: a support function that runs without constant firefighting, and a CRM that reflects what's actually happening in the business.

On the support side, I've managed high-volume, multi-channel ticketing environments, handled escalations, built internal documentation, and worked within SLA-driven workflows using Zendesk, Intercom, and HubSpot Service Hub. I also designed and deployed a fully AI-powered Zendesk helpdesk from scratch: including a branded Help Center with 63 articles, an AI agent trained on 17 support procedures, and intelligent triage covering intent, sentiment, and entity detection.

On the CRM side,

I've built HubSpot workflows end-to-end: data migration, pipeline configuration, lead scoring, automated enrollment sequences, and integrations using Zapier and Apollo.

I approach every CRM build the way an operator would focused on data hygiene, workflow logic, and what the system actually needs to do for the team using it.

What I can help you with:

Support Operations: Multi-channel support, ticket triage, SLA management, escalation handling, knowledge base development, onboarding support, process documentation

CRM & Workflow Automation: HubSpot CRM setup and migration, pipeline configuration, lead scoring, workflow automation, Zapier integrations, tool documentation

I work best with SaaS companies, startups, and growing teams that need someone who understands both the customer-facing and the operational side of the business and can move between them without losing context.