At Ma'wa Collective, I managed client communication across email, live chat, and WhatsApp, supporting an active client base while maintaining a sub-two-hour first response time. I introduced a HubSpot rebooking and cancellation tracking system that reduced booking errors by 30%.
I also built automated HubSpot email sequences that cut manual follow-up tasks by 40%. I created a ticket-triage SOP adopted by the wider support team to help resolve Tier-1 issues at first contact.
At Rolling Adz, I maintained B2B lead data across Apollo.io and Bitrix24, with 98%+ data accuracy. I qualified inbound leads and maintained structured records for 500+ contacts.
At Wellnite, I supported clients seeking mental-wellness services and coordinated 30+ appointments weekly. In my ongoing freelance work, I manage client communication and scheduling, document support workflows, and use Zapier automation to reduce repetitive admin tasks.
