Zendesk, Intercom, Live Chat
Sophia Edenagbon
Customer Support Specialist
Lagos,Nigeria
Summary
Customer-focused support professional with experience in handling inquiries, troubleshooting issues, and ensuring customer satisfaction. Skilled in live chat, email, and ticketing support across fintech, SaaS, and e-commerce industries. Adept at problem-solving and delivering top-tier customer service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Raenest Technology Ltd
09.2024 - Current
- Managing customer inquiries via email, live chat, and ticketing systems.
- Troubleshooting fintech-related issues and providing seamless resolutions.
- Assisting clients with account setup, transactions, and product navigation.
- Collaborating with internal teams to escalate complex issues and improve response time.
Customer Experience Specialist
Vencru Ltd
03.2024 - 11.2024
- Provided top-tier customer support for SaaS accounting solutions.
- Resolved technical issues efficiently, reducing average resolution time by 20%.
- Assisted in onboarding new users and improving the customer knowledge base.
- Maintained a 95% customer satisfaction rating through personalized support.
Customer Support Representative
Payday Africa
02.2023 - 03.2024
- Handled high-volume customer inquiries, ensuring swift and accurate resolutions.
- Assisted users with account verification, transactions, and troubleshooting issues.
- Implemented a proactive customer engagement approach, increasing retention rates.
- Collaborated with the product team to enhance user experience based on feedback.
Customer Support Associate
Rovedana
06.2022 - 11.2022
- Managed customer service calls, emails, and live chat interactions.
- Assisted clients with product inquiries, complaints, and service requests.
- Provided solutions to complex issues, improving customer retention by 15%.
Customer Service Representative
Certification Edge
02.2021 - 11.2021
- Delivered excellent support services by responding to inquiries and resolving issues.
- Assisted customers in enrolling in professional certification programs.
- Maintained high-quality customer service standards, ensuring client satisfaction.
Education
Bachelor of Arts - Philosophy
University of Benin
04.2001 -
Skills
Customer Service & Support
Software
Slack, Zoom
Google Workspace
Certification
Intercom Certification
Timeline
Customer Support Representative
Raenest Technology Ltd
09.2024 - Current
Intercom Certification
09-2024
Customer Experience Specialist
Vencru Ltd
03.2024 - 11.2024
Customer Support Representative
Payday Africa
02.2023 - 03.2024
Customer Support Associate
Rovedana
06.2022 - 11.2022
Customer Service Representative
Certification Edge
02.2021 - 11.2021
Bachelor of Arts - Philosophy
University of Benin
04.2001 -
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