Olawumi Bello

CUSTOMER SUPPORT SPECIALIST Professional Portfolio Olawumi Bello Email Support Live Chat Phone Support HubSpot CRM HubSpot Service Hub Certified Delivering empathy-driven customer experiences that retain clients and build lasting trust. - Kaduna, Nigeria | Remote Worldwide ABOUT ME "I believe great support isn't just about solving problems it's about making people feel heard, valued and respected." 👩‍💼Background Experience My experience started early, helping manage my mom’s shop in Ibadan, where I handled customer inquiries and complaints daily. Later, I worked in fast-paced market environments in Idumota, Lagos, where I learned to stay calm under pressure, communicate clearly, and resolve issues efficiently. 🎓Training & Skills I completed intensive training at the Digital Witch Support Community and earned my HubSpot Service Hub Certification, where I practised real-world support workflows, CRM management, and client communication strategies with accountability partners. This formal training, combined with my hands-on background makes me a complete support professional. 💼My Mission / Value Proposition Today I specialise in remote Customer Support, helping SaaS companies, startups and growing businesses deliver fast, empathetic, and professional customer experiences across Email, Live Chat, and Phone. I am available for contract, freelance, and full-time remote opportunities worldwide. HubSpot Certified 3+ Remote 5-Star Core Services Worldwide Focus 02 / 08 Services I Offer EMAIL 01 Email & Chat Support Professional, empathetic responses to customer inquiries, complaints, and requests. I maintain your brand voice and resolve issues efficiently - first time, every time. Email Management 02 Live Chat Ticket Resolution Brand Voice HubSpot CRM Management - Full CRM setup, contact management, pipeline tracking, and reporting using HubSpot Service Hub. I keep your customer data clean, organised, and actionable. LOCATION Kaduna, Nigeria HubSpot CRM Ticket Tracking Pipeline Management Reporting AVAILABILITY Remote Worldwide STATUS Open to Work 03 Client Onboarding Support Structured, warm onboarding that makes new clients feel confident and welcomed. I set up processes that reduce churn in the critical first 90 days. Onboarding Flows 04 Welcome Sequences Churn Reduction SOPs Phone & Helpdesk Support Clear, calm, and professional phone support with full helpdesk management. I handle escalations, track patterns, and flag opportunities to improve your CX. Phone Support Escalation Handling Helpdesk Setup CSAT Monitoring 03 / 08 CERTIFICATION & TRAINING Qualifications & Credentials HubSpot Academy HubSpot Service Hub Certification This certification validates expertise in HubSpot's customer service tools, including CRM management, ticket pipelines, knowledge base creation, customer feedback surveys, and reporting. Holders have demonstrated real-world proficiency in building scalable support operations. CRM Management Ticket Pipeline Knowledge Base Customer Feedback Reporting & Analytics Digital Witch Support Community Intensive Customer Support Training Completed hands-on training covering real-world support workflows, CRM management, client communication strategies, and helpdesk operations. Practised with accountability partners in live scenarios. 04 / 08 WORK SAMPLE Sample Customer Support Email SCENARIO: Customer is frustrated because their order hasn’t arrived after 10 days CHANNEL: Email Support FROM:Olawumi Bello — Customer Support- Sarah Williams- TO: SUBJECT: Re:: Your Order #ORD-48291 — Let Me Help Fix This Hi Sarah, Thank you for reaching out, and I completely understand how frustrating it is to wait for an order that hasn't arrived - especially after 10 days. I sincerely apologise for this experience. I've looked into your order (#ORD-48291) right away, and here’s what I found: • Your order was dispatched on March 2nd via DHL • The tracking status currently shows: In transit - delayed due to logistic backlog • Estimated new delivery window: March 15th I have escalated this to our logistics team and flagged it as Urgent. You will receive an update within 24 hours. In the meantime, your tracking link is: www.dhl.com/track/ORD-48291 If your order does not arrive by March 15th, I will personally arrange a replacement or a full refund — whichever you prefer. Your satisfaction is our priority. Please don't hesitate to reply to this email if you need anything at all. I’m here to help Warm regards, Olawumi Bello | Customer Support Specialist Skills demonstrated: Empathy Problem Solving Clear Communication Escalation Handling Brand Voice 05 / 08 WORK SAMPLE My Customer Support Workflow Below is the exact workflow I follow to handle customer support tickets — from first contact to resolution and follow-up. This process ensures no ticket is missed and every customer feels heard. STEP 1 STEP 2 Close & Follow Up Review thecustomer's account, order history, Send a clear, empathetic If the issue requires a Mark ticket as 'Resolved' response with a concrete manager, technical team, in HubSpot. Send a and previous interactions. solution or next step. Use or refund approval — follow-up message 48 Identify the root cause. templates where escalate immediately with hours later to confirm Check with internal teams appropriate always full context documented. satisfaction. Log any if needed before personalise. Update Keep the customer patterns to the team for responding. HubSpot ticket status to informed at every stage product or process 'In Progress'. with realistic timelines. improvement. Diagnose Customer inquiry received hour. Log ticket in HubSpot CRM with full context, priority level, and customer history. STEP 5 Escalate If Needed Investigate & Acknowledge Acknowledge within 1 STEP 4 Respond & Resolve Receive & via email, chat, or phone. STEP 3 Tools I use in this workflow: HubSpot CRM Gmail but Zendesk Freshdesk Slack Google Workspace 06 / 08 Why Hire Me WHY CLIENTS CHOOSE ME Trained & Certified ✓ HubSpot Service Hub certified with hands-on training not self-taught guesswork. Empathy-First Approach Every customer feels heard, valued, and helped — not just processed. Results Focused ✓ I track resolution times, satisfaction scores, and patterns — because data matters. Proactive, Not Reactive I anticipate what needs to happen next so you never have to micromanage support. Reliable Communication Clear updates at every step. You always know what's happening. Remote-Ready Fully set up for remote work with stable connectivity and professional equipment. ✓ 07 / 08 LET'S WORK TOGETHER Ready to Elevate Your Customer Experience? LOCATION Kaduna, Nigeria — AvailableRemote Worldwide OPEN TO Contract |Freelance | Full-Time Remote PLATFORMS Upwork | LinkedIn | Direct Hire MESSAGE ME ON UPWORK TODAY Available Now — Quick Response Olawumi (Beatrice) Bello | Customer Support Specialist |HubSpot Certified