Abdulbaaqi Adams

I’m a results-driven Customer Support Specialist with 2+ year of direct experience in FinTech and SaaS environments. I deliver consistently high first-contact resolution rates via chat, email, and remote support, combining strong de-escalation with clear communication.

In my remote role at VigoplaceInc., I maintained a 95%+ first-contact resolution (FCR) rate through structured active listening and a troubleshooting framework before escalating. I managed 50+ customer interactions daily across chat, email, and remote channels while achieving zero SLA breaches, keeping my CRM logging at 100% accuracy in HubSpot/Salesforce.

I improve support speed and quality by deploying AI and no-code automation—building workflows that cut repetitive handling time by ~30%. I’ve automated ticket creation/routing and follow-ups with Zapier, created self-hosted onboarding and escalation pipelines with n8n, and used ChatGPT/Claude to draft consistent, empathetic replies; I also support WordPress automation via Zapier.

Earlier, as an ICT Facilitator & Instructor, I delivered technical training to 30+ students per cohort, sharpening patience and conflict-resolution skills that directly strengthen my customer interactions. I’m comfortable partnering with product and engineering to escalate complex issues, communicate ETAs, and close the feedback loop—fully remote and cross-functional.