Celestina Sani Zubairu

I am an empathetic customer support specialist with over five years supporting e-commerce, SaaS, and financial brands across chat, email, and voice channels. I consistently maintain high customer satisfaction—95%+—and a 92% first-contact resolution rate while managing high-volume daily inquiries.

My work focuses on CRM management (Zendesk, Salesforce, HubSpot, Intercom, Freshdesk) and optimizing workflows to reduce resolution times and repeat tickets; I cut average resolution time by 20% and decreased repeat tickets by 25% through knowledge-base updates and cross-team collaboration. I also drive revenue through upselling and abandoned-cart recovery with measurable conversion improvements.

I bring a detail-oriented, process-driven approach, strong communication skills, and experience working remotely and in hybrid/on-site environments. I hold multiple customer service and analytics certifications and am committed to delivering personalized, brand-aligned support that improves trust, retention, and operational efficiency.