Open to opportunities

Adachukwu Favour

@adachukwufavour

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Customer Support Specialist driving 95+ CSAT, response-time reduction, and retention through AI-enabled workflows.

Nigeria

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What I'm looking for

I seek a remote, product-focused support role where I can use AI-driven workflows, improve CSAT and retention, and collaborate with product teams.

I am a Customer Support Specialist with 3+ years of progressive experience in B2C SaaS and subscription environments, delivering measurable improvements in response time, CSAT, and retention.

At remoteTrybe, I decreased average response time by 75%, maintained a 95% CSAT, resolved 85% of tier 2 issues without escalation, and leveraged AI tools daily to streamline documentation and workflows.

I build self-service knowledge bases, run onboarding and retention campaigns, collaborate with product and engineering to ship improvements, and bring a data-driven, empathetic approach to customer success.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Trybe

Jul 2024 - Present (1 year 11 months)

Implemented AI-assisted templates and optimized Zendesk workflows to decrease average response time by 75% and achieve 98% SLA compliance; maintained 95% CSAT and reduced cancellations by 20% through proactive retention campaigns.

Zendesk AI Tools (ChatGPT Claude SLA Management CSAT Onboarding Troubleshooting

Community Support Specialist

Digital Witch Community

Sep 2023 - Jun 2024 (9 months)

Built a searchable Intercom help center and authored 25+ help articles, reducing repetitive inquiries by 60% and improving self-service resolution by 45%; increased community engagement 40% via weekly Q&A sessions.

Intercom HubSpot Knowledge Base Content Creation Community Engagement Slack

Customer Service Representative

Divine Immunity Enterprises

Sep 2021 - Aug 2022 (11 months)

Managed 150+ monthly interactions across channels, reduced customer wait time by 50% via intake/process improvements, and increased retention by 70% through proactive follow-ups and service recovery.

Phone Support Email Support Customer Retention Training CRM

Education

Degrees, certifications, and relevant coursework

Nnamdi Azikiwe University

Bachelor of Science, Botany

2021 -

Pursuing a Bachelor of Science in Botany with coursework and practicals focused on plant biology and ecological studies; expected completion in September 2025.