Joshua Mawunyo
@joshuamawunyo
Customer Support Specialist at Billionaire Realtors Group who increased lead generation by 30% and built AI-powered support workflows.
NigeriaWhat I'm looking for
At Billionaire Realtors Group, I supported prospective and existing clients, handling enquiries, complaints, and service requests across multiple communication channels. Proactive engagement and relationship management increased lead generation by 30%.
I improved conversion rates by 25% through client education and structured follow-up, and trained and supported 1,000+ agents through virtual sessions and ongoing assistance. I also managed two large online communities.
Using HubSpot CRM, I managed 200+ client records and 300+ interactions. With Zendesk, I managed and tracked 150+ support tickets through prioritization, updates, follow-up, and resolution workflows.
I built an AI-powered support workflow that categorizes incoming emails, creates HubSpot tickets, notifies teams through Slack, monitors SLAs, and collects CSAT feedback. I also built an AI Ticket Copilot with Activepieces to give agents context for tickets and help them prepare informed responses.
Experience
Work history, roles, and key accomplishments
Educational Content Developer
Freelance
Jan 2024 - Dec 2025 (1 year 11 months)
Managed client communication and project coordination remotely, ensuring deliverables met expectations and revisions were implemented promptly.
Real Estate Client Support & Community Manager
Billionaire Realtors Group
Jan 2018 - Dec 2025 (7 years 11 months)
Served as primary point of contact for clients, managing enquiries and service requests. Increased lead generation by 30% and improved conversion rates by 25% through proactive engagement and structured follow-up.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Bachelor of Science, Business Administration
2016 - 2021
Bachelor of Science in Business Administration from the University of Ibadan, completed in 2021.
Anthropic
AI Fluency, Artificial Intelligence
Certification in AI Fluency from Anthropic.
HubSpot
HubSpot CRM Fundamentals, CRM
Certification in HubSpot CRM Fundamentals.
Microsoft
Microsoft Office Specialist, Office Productivity
Certification as Microsoft Office Specialist.
EF SET
EF SET English Certificate, English Language
Grade: 74/100 (C2 Proficient)
EF SET English Certificate with a score of 74/100, indicating C2 Proficient level.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
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