Lagos State, Nigeria
I've spent the last 4+ years in the weeds of GTM tools — not just supporting them, but figuring out why they break and how to make them work better. At Apollo.io, I handle 200+ tickets a week across CRM integrations, API issues, and campaign deliverability. A lot of that work looks like debugging Salesforce sync failures or tracing webhook errors through Postman — the kind of hands-on troubleshooting that sits right at the intersection of support and engineering. Outside of tickets, I work with automation tools like Zapier, Make, n8n, and Clay to help customers set up workflows that actually hold up. I also spend time educating teams on email deliverability — domain setup (SPF, DKIM, DMARC), sending limits, warm-up strategy — because most deliverability problems are preventable. I'm moving toward GTM Engineering full-time. I understand how the tools connect, where they break, and what it takes to build reliable systems on top of them. I'm looking to work with teams where that combination of technical depth and GTM context is useful.
Build automation workflows in Clay, n8n, Zapier, and Make for lead enrichment, routing, and CRM sync Debug Salesforce, HubSpot, and Pipedrive sync failures end-to-end: from permission misconfigs to field mapping errors to OAuth token issues. Investigate API and webhook failures using Postman and browser dev tools; reproduce bugs, document reproduction steps, and work directly with engineering to resolve them. Help customers connect Apollo, Salesforce, and HubSpot — advising on setup, integration order, and data flow. Build and maintain internal documentation in Notion that reduces repeat escalations and speeds up onboarding for new support hires. Collaborate with product and engineering on bug triage and feature prioritization — acting as a technical bridge between customers and the roadmap.
Answered customer questions and resolved issues for 200+ users per week on Zendesk. Collected user feedback and shared it with product teams. Created a searchable FAQ that reduced common ticket volume by 30%. Helped increase customer retention by 15% within 3 months.
Delivered Tier 2 support for enterprise customers using Microsoft 365, Exchange, Azure Active Directory, and compliance tools. Managed 20+ weekly escalated support cases, cutting resolution time by 15% through detailed documentation and root cause analysis. Investigated and mitigated Office 365 security issues, including DLP policy violations, audit log anomalies, and advanced threat incidents. Created structured case notes and troubleshooting workflows to speed up handovers and reduce ticket reopening.
Provided frontline support to 100+ users weekly, achieving 95% first-contact resolution and a 90% first-call success rate. Used empathy and active listening to understand user pain points, resulting in improved satisfaction scores. Escalated critical issues to SMEs and engineering with clear documentation, ensuring smooth handoff and faster resolution. Helped reduce response times by 50% by streamlining ticket triage and tagging processes.
Managed system installations and maintenance for various clients, improving system uptime by 30%.
Increased sales by 25% through direct customer engagement and product demonstrations.