Wale

Email Deliverability & Support Solutions | Zendesk Email Deliverability & DNS Specialist

Giftorea • Freelance

Nov 2025 - Feb 2026 • 3 mos

Resolved complex Zendesk email deliverability issues caused by SPF, DKIM, and DMARC authentication failures, particularly with Microsoft Outlook, Hotmail, and other strict email providers. Specialized in diagnosing why Zendesk emails are rejected, marked as spam, or fail authentication checks, and implementing reliable solutions to restore proper email flow. Performed full DNS configuration and troubleshooting using Cloudflare, ensuring correct SPF records, DKIM signatures, and DMARC policies are properly aligned with Zendesk email settings. Focused on domain authentication best practices to prevent spoofing, improve sender reputation, and meet modern email security standards required by major providers. Analyzed email headers, authentication results, and domain configurations to identify root causes of delivery issues. Fixed misconfigured DNS records, duplicate SPF entries, missing DKIM keys, and improper DMARC policies that lead to rejection or spam filtering. Implemented structured email authentication setups that pass SPF, DKIM, and DMARC validation consistently, ensuring emails are delivered to inbox rather than spam or blocked entirely. Conducted deliverability testing and verification to confirm successful email transmission across different providers. Improved Zendesk support system reliability by ensuring all outgoing emails meet strict authentication requirements, allowing businesses to maintain uninterrupted communication with customers. Reduced bounce rates, increased inbox placement, and enhanced overall email performance. Provided long-term solutions by optimizing DNS records, ensuring proper domain alignment, and setting up monitoring practices to prevent future deliverability issues. Focused on creating stable, secure, and scalable email systems that support customer support operations and business growth.

Customer Success Manager | Shopify & Gorgias Support

Skinalicious • Freelance

Jul 2025 - Feb 2026 • 7 mos

Delivered high-quality customer support and retention strategies for a fast-growing e-commerce skincare brand using Shopify, Gorgias, and Recharge subscription management. Specialized in reducing churn, increasing customer lifetime value (LTV), and improving overall customer experience through proactive communication and data-driven support workflows. Managed daily customer interactions across email and SMS channels, resolving inquiries related to orders, subscriptions, refunds, returns, and product usage. Applied strong customer success strategies to de-escalate complaints, rebuild trust, and turn dissatisfied customers into loyal, repeat buyers. Led retention-focused outreach by identifying at-risk subscribers and implementing targeted win-back strategies. Handled cancellation requests within Recharge by offering flexible solutions such as subscription pauses, delivery rescheduling, discounts, and product education to reinforce long-term value. Executed abandoned cart recovery campaigns using Gorgias automation and SMS follow-ups, significantly improving conversion rates and recovering lost revenue. Implemented segmentation and personalized messaging to ensure relevant communication based on customer behavior and purchase history. Resolved logistics-related issues including lost or delayed shipments by working with USPS tracking systems and maintaining clear, proactive communication with customers. Ensured transparency and timely updates to improve customer satisfaction and reduce support friction. Collaborated with internal teams to optimize customer support processes, improve response time, and enhance workflow automation. Focused on building scalable support systems that align with business growth while maintaining a human, empathetic touch in every interaction.