Proof of impact
The numbers, and what produced them
Every metric below comes with the work behind it — no claim without context.
Owned customer issues from first contact to confirmed resolution, using structured triage, escalation paths, and proof-of-fix follow-up so tickets closed with the customer confirming the outcome.
Restructured inbox and ticket routing with SLA policies, macros, and triggers, bringing first response down from over 24 hours to under 45 minutes.
Managed high-volume customer conversations weekly across helpdesk, email, and WhatsApp Business, keeping tone consistent and follow-ups on schedule.
Automated repetitive CRM and support steps: lifecycle stage updates, follow-up sequences, ticket routing, and notification flows in HubSpot, Pipedrive, Make, and Zapier.
Documented processes and automated recurring operational work so founders no longer handled routine customer coordination themselves.
Configured and optimized helpdesk environments — SLA policies, views, dispatch rules, macros, and reporting — across Zendesk, Freshdesk, and Intercom.
Evidence by capability
Customer Onboarding
Built structured onboarding checklists and activation sequences that guide new customers to first value with clear owners and timelines.
Customer Journey Mapping
Mapped the end-to-end lifecycle from signup to renewal, identifying the moments where customers stall or need proactive contact.
Customer Health Monitoring
Created a health framework combining product usage, support signals, and sentiment to flag accounts needing attention.
Customer Retention
Ran proactive outreach and renewal-preparation checks so conversations happened before risk turned into churn.
Customer Communication
Built reusable templates and cadences for onboarding, updates, escalations, and follow-ups that stay personal at volume.
Escalation Management
Defined severity tiers and escalation paths so urgent issues reach the right person quickly and SLAs hold.
Support Documentation
Authored SOP libraries and knowledge base articles in Notion that let teammates run processes without hand-holding.
Customer Feedback
Operated a voice-of-customer loop that captures, triages, and routes feedback back to product and CS.
CRM Lifecycle Management
Administered HubSpot and Pipedrive: lifecycle stages, segmentation, pipeline hygiene, and CS reporting.
Workflow Automation
Designed Make and Zapier scenarios connecting helpdesk, CRM, scheduling, and project tools to remove manual steps.
Testimonials
What founders & operators say
"Sonia is a multi-talented professional who goes above and beyond to delight her customers. She is very skilled in de-escalating potentially explosive situations and remains exceptionally calm when dealing with irate customers. Her attitude has earned us loyalty from our customers. She also shows initiative in performing tasks she knows will benefit the business even without being told. She is honest and bold in pointing out wrongs and suggesting improvements. I'm definitely recommending her for any client-facing role."
"She works really well and handles confidential information with care. She clearly communicated with me and even suggested places of minor improvements. She went out of her way to create some graphics for my blog accounts. I really liked working with her and would definitely recommend her for VA roles."
"I reviewed Ebikere's work as part of a paid task focused on project assignment, handoff, and internal documentation. Ebikere delivered well-structured, execution-oriented documentation with a strong emphasis on clarity, accountability, and smooth transitions between team members. She also proactively suggested usability improvements, such as incorporating video walkthroughs into documentation. She would be a solid choice for administrative support or internal process documentation work."
"I highly recommend Ebikere for any team or founder looking for a top-tier Virtual Assistant. She consistently demonstrated exceptional professionalism, sharp attention to detail, and a highly technical mindset. She doesn't just wait for instructions; she proactively identifies bottlenecks, conducts deep research, and presents fully formed solutions tailored to the project's exact needs. Her communication is flawless, and her ability to organize complex tasks with minimal direction reduced my day-to-day workload significantly. She is a true problem-solver who would be an invaluable asset to anyone looking to scale their operations."
See the systems behind these results.
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