Vivian obi

I help businesses run smoother — one support ticket, one CRM record, and one automated workflow at a time.

I'm a Customer Support and CRM Specialist with hands-on, project-verified experience across Zendesk, Freshdesk, and HubSpot. I manage full ticket lifecycles from first response to resolution: building macros and canned responses, tracking SLAs, using AI-assisted categorization to triage incoming requests, and merging duplicate threads to keep queues clean. On the technical side, I troubleshoot and document fixes for payment gateway failures, authentication errors, and email-verification issues — the kind of problems that actually show up in a support inbox.

Beyond tickets, I build the systems around support: I've built a segmented HubSpot CRM from scratch, managed a $2,900 sales pipeline through multiple stages, and designed a 4-step Zapier automation that turns a form submission into a CRM contact, a welcome email, and a follow-up task — with zero manual handoffs. I also run appointment scheduling end-to-end (Acuity, Picktime), execute Apollo outreach sequences with personalized merge fields, and keep task boards (Asana, Trello, Monday.com) organized for cross-functional teams.

Before moving into support and CRM work, I spent 3+ years coordinating stakeholders, logistics, and high-volume communication for media and non-profit teams of up to 30 people — including a documentary now streaming internationally and advocacy programmes reaching 300+ people annually across 10+ Nigerian states in partnership with federal ministries. That background is why I don't just manage tools; I manage the people and priorities behind them, under real deadlines and real accountability.