Sarah Egwuonwu

Sarah Egwuonwu Customer Support | CRM Specialist Professional Summary Customer Support and CRM Specialist with over 4+ years of experience delivering exceptional customer service, managing CRM systems (Salesforce, HubSpot, Zoho), and driving customer satisfaction and retention. Proven ability to resolve high-volume inbound inquiries, analyze customer data, and enhance user experience through process optimization and CRM automation. Adept in ticketing systems, client relationship management, cross-functional collaboration, and KPI-driven performance. AREAS OF EXPERTISE •CRM Tools(Zendesk /Salesforce/Hubspot) •Customer Support (Voice, Email, Chat) •Complaint Resolution & Escalation Handling •CRM Automation & Workflow Optimization •Help Desk Operations. •Knowledge Base & FAQ Management •Service-Level Agreement (SLA) Compliance •Ticket Management Systems • Customer Support & Data Entry • Client Onboarding & Product Training • CRM Data Analytics & Reporting. •Retention & Loyalty Programs KEY ACHIEVEMENTS • • • • Improved CSAT from 89% to 97% over 6 months through proactive support and personalized follow-ups. Reduced ticket backlog by 35% through implementation of canned responses and tagging systems. Spearheaded a CRM integration project that shortened response times by 25%. Received “Customer Hero” award for most positive client feedback in a quarter. PROFESSIONAL EXPERIENCE Customer Support | CRM Specialist Liberty Facility Management – Doha-Qatar | 2023 – Present • • • • • • • • Delivered multi-channel customer support (email, phone, chat) with a 97%+ CSAT rating. Managed daily support operations using Zendesk and Salesforce Service Cloud. Resolved 60–80 tickets/day within SLA timelines, ensuring fast and effective issue resolution. Implemented automated CRM workflows for lead nurturing, onboarding, and feedback collection. Identified recurring issues using ticket trend analysis and collaborated with product teams to resolve them. Created and maintained knowledge base articles and internal FAQs, reducing ticket volume by 22%. Conducted onboarding sessions and product walkthroughs for new clients, improving retention by 18%. Used CRM analytics to generate reports on customer engagement and lifetime value (CLV). Customer Service Representative – Remote/Freelance Alpha Shopping and Logistics – South Africa | 2021 – 2023 • • • • • Provided Tier 1 support for 200+ B2C clients per week via chat and email. Logged and tracked support tickets in Freshdesk and escalated unresolved issues to Tier 2. Maintained customer records and interactions in Zoho CRM, ensuring up-to-date client profiles. Assisted in a CRM migration project, cleaning and importing over 5,000 customer records. Trained junior support reps and created process documentation. EDUCATION • Higher National Diploma (HND) in Computer Science The Federal Polytechnic, Bida - 2021 PROFESSIONAL QUALIFICATIONS • Inbound Sales – HubSpot Academy • Email Marketing – HubSpot Academy • SEO in AI – Solo Learn • Project Management – IBM via Credly • Advanced Project Management – CURSA • Customer Support – Google/ Cursera • Certified Virtual Assistant – VSAVVY Academy