Tolulope O

CRM Automation & Helpdesk Implementation Specialist

ASOS • Freelance

Oct 2025 - Present • 9 mos

Served as a CRM Automation & Helpdesk Implementation Specialist, supporting eCommerce operations through the setup, customization, and optimization of customer support platforms. Managed CRM implementations, customer communication systems, workflow automation, and Shopify integrations to improve operational efficiency and customer satisfaction. Configured Zendesk, HubSpot, Gorgias, and Freshdesk environments, including ticket management, automated responses, customer segmentation, SLA management, knowledge bases, live chat, and reporting dashboards. Integrated support systems with Shopify to streamline order management and customer interactions. Developed automation workflows for ticket routing, customer follow-ups, order status updates, refund requests, and customer engagement campaigns. Assisted teams with CRM migrations, data imports, user onboarding, process documentation, and platform optimization. Created performance reports to monitor support metrics, response times, ticket resolution rates, and customer satisfaction. Worked closely with support and operations teams to improve workflows and implement scalable customer service solutions. Keywords: Zendesk Specialist, Zendesk Setup, HubSpot CRM, HubSpot Automation, Gorgias Expert, Gorgias Shopify, Freshdesk Setup, Shopify CRM Integration, CRM Automation, AI Customer Support, Helpdesk Management, Ticketing System, Workflow Automation, Customer Support Operations, Live Chat Setup, Knowledge Base Development, Customer Engagement, Email Automation, CRM Consulting, eCommerce Support, SaaS Implementation, Customer Success, Business Process Automation, CRM Optimization, Digital Transformation.

Customer Support CRM & AI Automation Specialist for Shopify, Zendesk, HubSpot, Gorgias & Freshdesk

Gymshark • Freelance

Jul 2025 - Present • 1 yr

Worked as a CRM & Customer Support Automation Specialist, helping eCommerce businesses improve customer service operations through Zendesk, HubSpot, Gorgias, Freshdesk, and Shopify integrations. Configured CRM systems, helpdesks, ticketing workflows, live chat, knowledge bases, AI chatbots, and customer self-service portals. Integrated Shopify with customer support platforms to centralize customer data, order history, and communications. Built automation workflows for ticket routing, follow-ups, order tracking, refund requests, customer segmentation, and email automation. Implemented HubSpot CRM pipelines, workflows, contact management, lead nurturing, and reporting dashboards. Customized Zendesk with triggers, automations, macros, views, and custom fields. Optimized Gorgias for Shopify support operations and configured Freshdesk automation rules, SLAs, and ticket prioritization systems. Supported CRM migrations, data imports, user training, process documentation, and system optimization projects to improve efficiency and customer satisfaction. Keywords: Zendesk Setup, Zendesk Automation, HubSpot CRM, HubSpot Workflows, Gorgias Setup, Gorgias Shopify Integration, Freshdesk CRM, Freshdesk Automation, Shopify Integration, Shopify Customer Support, AI Automation, AI Chatbot Setup, CRM Automation, Helpdesk Management, Workflow Automation, Ticket Management, Live Chat Integration, Knowledge Base Setup, Email Automation, Customer Experience, CRM Consulting, CRM Implementation, eCommerce Automation, Customer Success, SaaS Tools, Business Process Automation, CRM Optimization, Support Desk Management, Digital Transformation.