Odinikaeze Marcellinus Chinazaekpere

ODINIKAEZE MARCELLINUS CHINAZAEKPERE IT Support Specialist | Automation & CRM Administrator | Virtual Assistant --PROFESSIONAL SUMMARY Results-driven IT Support and CRM Specialist with proven experience supporting users, automating workflows, managing CRM systems, and delivering high-quality customer support. Adept at leveraging automation tools, CRM platforms, and helpdesk systems to reduce manual work, improve response times, and enhance customer satisfaction. Known for troubleshooting efficiency, process optimization, and remote support excellence. --CORE SKILLS - IT Support & Technical Troubleshooting - CRM Administration (HubSpot, Salesforce, Zoho) - Workflow Automation & Process Optimization - Customer Support (Email, Chat, Ticketing Systems) - Virtual Assistance & Administrative Support - Helpdesk Tools (Zendesk, Freshdesk, Jira Service Desk) -Lead Management & Pipeline Tracking - Ticket resolution and SLA management --PROFESSIONAL EXPERIENCE IT Support & CRM Automation Specialist Freelance / Remote | 2023 – Present Delivered remote IT support to users, resolving 90%+ of technical issues on first contact, reducing downtime and improving productivity. Implemented CRM automation workflows that cut manual data entry by 40% and improved lead follow-up speed. Managed CRM systems (HubSpot/Zoho) including contact segmentation, pipeline setup, task automation, and reporting dashboards. Provided customer support via email, chat, and ticketing systems, maintaining an average customer satisfaction score of 95%. Automated repetitive administrative tasks using CRM rules, sequences, and integrations, saving 10+ hours per week for teams. --Customer Support & Virtual Assistant Remote Contract | 2022 – 2023 Handled 50–70+ customer inquiries daily, maintaining fast response times and consistent service quality. Managed calendars, emails, data entry, and CRM updates, ensuring 100% data accuracy across systems. Assisted with lead generation, qualification, and follow-ups, increasing conversion rates by 20%. Monitored support tickets and ensured SLA compliance, reducing unresolved tickets 35%. Supported management with reports, CRM insights, and customer feedback analysis. --KEY ACHIEVEMENTS Reduced support response time by 45% through improved ticket prioritization and automation. Increased CRM data accuracy and visibility, enabling better sales and support decisions. Successfully supported multiple clients remotely with minimal supervision. Recognized for reliability, problem-solving skills, and process improvement mindset. --TOOLS & TECHNOLOGIES CRM: HubSpot, Salesforce, Zoho CRM Support Tools: Zendesk, Freshdesk, Automation: CRM Workflows, Integrations, Task Automation Productivity: Google Workspace, Microsoft Office, Notion Communication: Slack, Zoom, Microsoft Teams CERTIFICATIONS HubSpot CRM Certification Google IT Support Certificate Customer Service or Technical Support Certification