Mfon James
Customer Support Specialist | Zendesk & CRM Setup Expert
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Full Luxury E-Commerce Store Design, Payment Setup and SEO Content
Role: Customer Support Specialist | E-Commerce Virtual Assistant and SEO Content Writer
Built a fully functional luxury e-commerce store from scratch, designed to convert visitors into buyers from the first click. The storefront was crafted to feel premium and intuitive, with clean product listings, clear pricing, and a direct Shop Now button linked to a secure payment portal to remove every barrier between the customer and the sale.
Integrated a live chat bot, one-click call button, and store map to make customer support instant and frictionless. Set up a complete CRM system to manage all incoming inquiries and orders in one organized place, giving the store owner full visibility and control without chaos.
To drive ongoing traffic and revenue, I wrote and published SEO-optimized blog content for the store's blog section, targeting search terms real buyers use. Each post was structured to rank on Google, bring in new customers organically, and support long-term sales growth without paid advertising.
Result: A store the owner can run confidently, a payment flow customers trust, and content that keeps working long after it is published.
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Gorgias CRM Setup & Help Center
I built a high-performance Gorgias CRM infrastructure to scale support operations for a luxury e-commerce brand. This included developing a sophisticated Macro library using liquid syntax for personalized communication and architecting a structured Help Center to maximize ticket deflection. By implementing automated tagging and SLA policies, I streamlined the workflow to prioritize high-value VIP inquiries. The result is a seamless, multi-channel support ecosystem that maintains brand integrity while significantly improving operational efficiency.
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Freshdesk | Ticket Management, SLA Setup and Helpdesk Operations
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Zendesk CRM Lifecycle and Technical Support
Role: Customer Support Specialist
Managed the end-to-end lifecycle of high-priority tickets in Zendesk, maintaining 100% SLA compliance across a fast-moving support queue. Every ticket received an immediate acknowledgment to meet response-time targets, followed by a thorough investigation before resolution.
Collaborated cross-functionally using internal notes to loop in the right teams without losing context, and applied precise tagging to route tickets accurately and reduce resolution time. Resolved complex issues including payment gateway errors and wholesale account inquiries, delivering technically accurate responses that stayed fully aligned with brand voice and tone.
Every ticket closed as Solved met both the customer's expectation and the company's quality standard.
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