Across five confidential US-based clients, I design and support Zendesk and HubSpot systems for e-commerce and B2B SaaS teams. In Zendesk, I introduced skill-based routing and a four-tier SLA framework that raised first-reply compliance from 61% to 89% and reduced misrouted tickets by 94%.
I also deployed AI agents across Messaging and Email, reaching a 22% automated resolution rate within 30 days. My work includes Explore dashboards, automations, Shopify integration, and support documentation.
For a 22-user B2B SaaS team, I manage HubSpot CRM architecture, lead scoring, and the Salesforce sync. Data completeness rose from 62% to 88%, duplicate records fell by 80%, and MQL-to-SQL conversion improved by 20%.
Alongside systems work, I resolve customer and travel-agent requests at Luvme Hair and previously supported B2B travel operations at Intraverse. I’ve also evaluated AI conversations in English and Yoruba for RLHF pipelines, maintaining 98% accuracy.
