Awah Michael
Remote Support · 3+ Years
"Leveraging CRM tools to guide English and French users through complex challenges, and turning tricky situations into great customer experiences"
People-first support,
backed by data
I am a bilingual (English/French) remote Customer Support Specialist with 3 years of experience transforming complex user issues into positive experiences. Instead of just closing tickets, I focus on building authentic human connections across phone, email, live chat, and social media channels.
I leverage data insights to help teams optimize workflows, while utilizing industry-standard tools like Zendesk, HubSpot, and Salesforce to ensure every customer feels heard and valued.
Tools & Platforms
Case Studies
Real support scenarios handled across Zendesk, HubSpot, and Salesforce — demonstrating ticket management, escalation, CRM operations, and customer empathy in action.
Ticket Triage & Queue Management
Managing 10 support tickets across varying priority levels using structured triage and status tracking.
10 incoming tickets spanning Technical Complaints, Delayed Deliveries, Account Access Problems, and Refund Requests required immediate triage and routing.
Categorized by urgency and type, applied priority labels, addressed High-priority Refund Requests first, and used Zendesk's filtering tools to maintain full queue visibility.
Delayed Order — Express Delivery Resolution
A customer paid for express delivery but received nothing after four days. Required immediate empathetic resolution.
Customer ordered 4 days prior with express delivery and received nothing. Ticket tagged Negative sentiment, 'Order delivery is late'.
Investigated and found the package stuck at a distribution center. Proactively offered a replacement shipped overnight at no extra cost, or a full refund, with sincere apology and tracking ETA.
Password Reset — Macro-Assisted Resolution
Resolved a 'Forgot Password' request efficiently using Zendesk macros and a clear step-by-step guide.
Customer unable to reset password. Ticket via email tagged 'Unable to reset password', Neutral sentiment.
Applied the 'Assistance With Resetting Your Password' macro delivering a structured reply: browser check, Spam folder check, and a 4-step reset guide. Offered manual account investigation as fallback.
Technical Bug — Escalation Protocol
Identified a backend bug beyond standard scope and escalated with documented reasoning for the technical team.
Feature not working (Negative sentiment). Standard troubleshooting failed, indicating a backend bug beyond support-level resolution.
Logged an internal escalation note with three specific justifications: apparent backend bug, significant user frustration, and all standard fixes exhausted — requiring developer investigation of error logs.
Repeated Issue — Angry Customer Recovery
Managed a high-frustration customer who contacted support four times without resolution and threatened negative reviews.
Tommy Cooper contacted support 4 times about the same unresolved issue and threatened negative reviews. High Priority, 'Waiting on us' — requiring immediate personal ownership.
Logged internal visibility note, then sent a personal recovery email: apologized for all prior failures, processed a full refund, activated the account, and credited $50 as goodwill compensation.
CRM Lead Management & Pipeline Conversion
End-to-end lead creation, conversion, and opportunity tracking across multiple accounts using Salesforce Sales Cloud.
Manage incoming leads from MJ Logistics, Sophia Beauty Store, and DS Tech Hub — from first contact through full CRM conversion.
Created and maintained accurate lead records, converted them into Accounts, Contacts, and Opportunities, and tracked pipeline stages from Qualify through Negotiate to Propose. Also authored Draft KB articles using Salesforce Service Knowledge.
Jumia CX Transformation
Cross-Platform CX Transformation: Zendesk × HubSpot × Salesforce
Full cross-platform architecture mapping how customer tickets flow from six inbound channels through Zendesk, sync with HubSpot, and feed into Salesforce.
Experience & Education
- •Responded to 20–40 customer inquiries daily across phone, email, live chat, and social media, providing clear and helpful assistance
- •Followed and refined communication scripts to maintain consistent professionalism
- •Assisted customers with order processing, returns, and exchanges, maintaining an accuracy rate of approximately 90%
- •Contributed to a roughly 10% reduction in repeat complaints through effective issue identification and resolution
- •Provided product information and guidance to support customer satisfaction and occasional upsell opportunities
- •Managed customer complaints with empathy, aiming for first-contact resolution in the majority of cases
- •Consistently met or exceeded team quality and productivity targets
- •Collaborated effectively with remote team members using Zoom, Slack, and Google Meet
- •Maintained detailed and accurate CRM records using HubSpot and Zendesk
- •Participated regularly in training sessions to improve skills and support team performance
- •Shared practical feedback to help improve customer service processes and overall experience
Awards & Certifications
Certified Customer Support Professional
Introduction to CRM with HubSpot
Let's work together
Open to Remote Customer Support & Operations Roles. Bilingual (English & French).