Abigail Akpan
@abigailakpan1
I resolve customer issues and streamline remote support operations across digital platforms.
NigeriaWhat I'm looking for
I lead client success and implementation for freelance accounts, guiding onboarding, technical configurations, workflows, and long-term issue resolution across time zones.
Previously at GMX Trading Academy, I supported over 50 active users weekly through live chat and email while maintaining an 80% to 90% first-contact resolution rate. I designed a troubleshooting process that reduced incident response times by 25% and created user-focused documentation to improve self-service adoption.
Across Posiie Creates and Navigate9ja Integrated Services, I managed stakeholder communications, CRM records, scheduling, multichannel support, and follow-ups with accuracy, empathy, and professionalism.
Experience
Work history, roles, and key accomplishments
Client Success and Implementation Lead
Freelance
Jan 2025 - Present (1 year 7 months)
Act as the primary point of contact for multiple concurrent accounts, providing accurate information about service processes and technical configurations. Maintain clear and professional communication with stakeholders during onboarding and post-launch support.
IT Customer Support
GMX Trading Academy
Jan 2024 - Jan 2025 (1 year)
Responded to over 50 active users weekly via live chat and email, maintaining an 80% to 90% first contact resolution rate through timely and accurate troubleshooting. Achieved key performance indicators by designing a structured troubleshooting process that reduced incident response times by 25%.
Administrative Assistant
Posiie Creates
Jan 2021 - Jan 2024 (3 years)
Managed a high volume of stakeholder communications and emails across multiple time zones, reducing scheduling conflicts by 30%. Kept meticulous records of over 100 customer and business interactions with a high degree of accuracy and confidentiality.
Customer Support Coordinator
Navigate9ja Integrated Services
Jan 2019 - Jan 2021 (2 years)
Delivered multichannel support via phone, email, and chat, ensuring prompt and polite resolution of all customer service inquiries. Resolved customer issues fully by utilizing CRM systems to document interactions and maintain accurate scheduling records.
Education
Degrees, certifications, and relevant coursework
Abigail hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Abigail?
You can contact Abigail and 90k+ other talented remote workers on Himalayas.
Message AbigailGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
