Henry

SHEPHERD HENRY
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) (WhatsApp) | Remote |
Available Worldwide

Customer Support & Sales Operations Specialist | CRM Support | Digital Operations |
Virtual Assistance

Professional Summary:
Dedicated and detail-oriented Customer Support and Sales Operations Specialist with a strong
background in CRM support and digital operations. Experienced in assisting international clients
through chat, email, and phone, including inbound and outbound communication and call handling.
Skilled at managing client pipelines, optimizing workflows, and supporting sales processes through
CRM systems such as HubSpot, Zoho, and Salesforce. A native English speaker with excellent
communication skills, strong problem-solving ability, and a proven record of improving customer
satisfaction and operational efficiency in remote environments.

Core Skills:
• Customer Service & Technical Support (Remote).
• Sales Operations & Lead Management.
• CRM Support & Database Management (HubSpot, Zoho, Salesforce).
• Client Communication (Chat, Email & Phone).
• Inbound & Outbound Call Handling.
• Virtual Assistance & Operations Coordination.
• Workflow Optimization & Reporting.
• Social Media & Digital Marketing Support.
• Content & Community Moderation.
• Data Entry, Analytics & Documentation.
• Microsoft Office & Google Workspace.
• Trello, Notion & Other Collaboration Tools.
• Fast Learning & Cross-Functional Teamwork.
• English: Native / Fluent (C2).

Professional Experience:
Freelance Customer Support & Operations Assistant (Remote)
• Handled 50+ client inquiries daily while maintaining a 95% satisfaction rate.
• Improved response time by 25% through better CRM organization and workflow.
• Provided customer service and CRM support for international clients across email, chat, and
phone channels.
• Managed and updated CRM databases, organized client pipelines, and prepared progress
reports.
• Collaborated with sales and marketing teams to support customer retention and upselling
initiatives.
• Monitored CRM data accuracy and improved sales pipeline visibility by optimizing
lead-tracking processes.
• Provided post-sale assistance, ensuring smooth client onboarding and repeat customer
engagement.
Virtual Assistant – Sales & Marketing Support (Remote)
• Supported sales coordination, scheduling, and digital marketing campaigns.
• Managed inquiries, tracked leads, and maintained CRM data accuracy.
• Prepared content updates and handled online community engagement for marketing projects.
• Assisted in preparing performance reports and dashboards to track marketing and sales KPIs.
• Supported outbound communication and scheduling for client acquisition and promotional
campaigns.
Digital Support Volunteer – IT Department (Osun State University)
• Assisted students and staff with technical troubleshooting and digital event coordination.
• Managed data organization, registration systems, and online communication updates.
• Improved internal communication processes by implementing simple digital workflows and
response templates.
• Recognized for reliability, teamwork, and consistent attention to detail.

Education:
Bachelor’s Degree in Information Technology (In Progress)
Osun State University, Osogbo — Expected Graduation: 2027.
Relevant Coursework: Computer Systems, Communication Skills, Data Management.

Achievements & Certifications:
• Improved customer satisfaction and response rates through effective CRM tracking.
• Recognized for professionalism and cross-cultural communication.
• Completed online courses in:
• – Customer Relationship Management (CRM) Fundamentals.
• – Digital Marketing Basics (Google Digital Garage).
• – Remote Work Productivity & Collaboration.

Technical Tools:
• CRM: HubSpot, Zoho, Salesforce (basic).
• Support Platforms: Zendesk, Freshdesk, Intercom.
• Marketing Tools: Canva, Mailchimp, Meta Business Suite.
• Office & Productivity: Google Workspace, Microsoft Office, Trello, Notion.

Personal Strengths:
• Empathetic communicator and proactive problem solver.
• Organized, reliable, and detail-oriented.
• Tech-savvy with a strong growth mindset.
• Dedicated to delivering excellent customer experience.

Availability:
• Open to full-time or part-time remote positions.
• Flexible with time zones and communication schedules.
• Available for late-evening or U.S. time zone shifts.
• Ready to contribute in roles across Customer Support, Sales Operations, Virtual Assistance,
or Digital Coordination.