Open to opportunities

Ebikere Sonia

@ebikeresonia

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Customer Support Specialist improving SLAs, automating workflows, and de-escalating with empathy.

Nigeria

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What I'm looking for

I’m looking for a remote-friendly customer support role where I can own SLAs and KPIs, automate workflows in Zendesk/Freshdesk, and lead de-escalation with confidence—building SOPs and reporting that help teams move faster without losing quality.

I’m a Customer Support Specialist with 2+ years of hands-on support operations, help desk troubleshooting, and workflow automation, grounded in 17+ years of community-facing work in adult communication and de-escalation. I focus on calm, effective resolution—especially when conversations get tense—and I treat every ticket as an opportunity to improve the system behind the answer.

I’ve consistently driven measurable performance gains. I reduced First Response Time (FRT) from 24+ hours to under 45 minutes, sustained a 98% resolution rate across 200+ weekly inquiries, and recovered critical team hours through documented, scalable support infrastructures.

In customer support roles, I build automation that actually ships value. At ESJ Creatives, I built Freshdesk routing rules, custom SLA policies, and automated ticketing workflows that cut initial responses from 3+ hours to 45 minutes, and I designed HubSpot CRM lead qualification to filter out 40% of unqualified inquiries. I also centralized documentation and SOPs in Notion to enable leadership to reclaim 8–15 operational hours weekly while maintaining strict CRM data hygiene.

I also strengthen the underlying technical and quality layer of support. Through help desk and QA work, I resolve tickets within SLA using structured troubleshooting frameworks, collaborate to isolate and escalate recurring bugs for internal knowledge base development, and file Jira reports that reduce post-release support tickets.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Esj Creatives

Oct 2025 - Present (8 months)

Built Freshdesk routing rules, custom SLA policies, and automated ticket workflows, reducing initial response time from 3+ hours to 45 minutes (60%+ improvement). Designed HubSpot qualification workflows to filter 40% unqualified leads and centralized Notion support SOPs to recover 8–15 operational hours weekly.

Freshdesk Zendesk HubSpot CRM SLA Management Workflow Automation

Customer Support & Executive Assistant

Multi-Client

Apr 2024 - Aug 2025 (1 year 4 months)

Managed 200+ weekly customer inquiries across email and help desk platforms, maintaining a 98% resolution rate while reducing average response time from 24 hours to under 45 minutes. Maintained HubSpot and Pipedrive pipeline hygiene, delivered FRT/resolution/CSAT KPI reports, and served as the primary escalation point for sensitive disputes using de-escalation techniques.

Help Desk Support Ticketing Systems HubSpot CRM Pipedrive SLA FRT Tracking KPIs Customer Escalation CSAT

QA & Content Review Specialist

Digital Media Platform

Jan 2024 - Mar 2024 (2 months)

Reviewed and verified 500+ digital assets with a 90% approval rate, ensuring compliance with platform policy and brand safety standards. Filed structured bug/issue reports in Jira to reduce post-release support tickets and strengthen internal knowledge base coverage.

Quality Assurance Content Review Jira Bug Reporting Policy Compliance Documentation