Ugochinyere Ndubueze

Customer Support Specialist Ugochinyere Ndubueze Portfolio About Me I am a Customer Support Specialist with 6+ years of experience providing friendly, efficient email, chat, and call support in fast-paced environments. I have handled high-volume customer interactions while maintaining strong first-contact resolution and customer satisfaction. I’m experienced with CRM and helpdesk tools including Zendesk, Zoho Desk, HubSpot, Freshdesk, Intercom, and Gorgias, and I support teams not only by resolving tickets but also by organizing inboxes, setting up workflows, and optimizing helpdesk systems to keep support operations running smoothly. Expertise Email, Chat & Call Support Ticket Handling & Resolution CRM & Helpdesk Management Inbox & Queue Management Ticket Automation & SLAs SOP & Knowledge Base Setup Workflow #2 #1 Intake (Receive customer messages) #3 Triage & Prioritization Resolution (Tag, assign, set priority) (Resolve or escalate) #5 #4 Follow-Up (Confirm customer satisfaction) Documentation & Improvement (Update SOPs & knowledge base) #1 My Project Freshdesk knowledge Base Setup Created a structured and organized Knowledge Base with published, media-rich articles, enabling efficient self-service and a seamless, search-friendly customer experience. #2 My Project Zoho desk Ticket Management – Customer Support Managed a customer support ticket in Zoho by reviewing the inquiry, diagnosing the login issue, and providing a precise resolution. Ensured timely and professional communication while maintaining accurate records of the conversation and resolution. #3 My Project Gorgias Open Customer Ticket (Email Conversation) I reviewed a customer’s email inquiry in Gorgias, analyzed the issue, and effectively managed the conversation within the centralized support system to ensure timely and accurate responses. #4 My Project Hubspot Live Agent Chatflow / CRM Lead Capture Configured a HubSpot Live Agent Chatflow to engage website visitors in real time, capture leads via email, and route conversations directly into the CRM. The setup includes a personalized welcome message, assignment to a team member, and email capture, demonstrating an end-to-end workflow for real-time customer engagement and lead management. #5 My Project Freshdesk Workflow Automation Designed automated workflows for ticket routing and prioritization, configured scenario automations for one-click actions, and implemented autoassignment rules to ensure efficient distribution across teams. #6 My Project Hubspot Meetings scheduling and Calender Integration With HubSpot’s Meetings tool, I make it easy for clients to book calls instantly using my personalized scheduling link. Everything syncs automatically with my calendar and logs directly in the CRM, so no follow-ups slip through the cracks and every interaction stays perfectly tracked in one place. Let’s Work Together Send me a message and I will efficiently answer your customer tickets while keeping your helpdesk and workflows running smoothly