Adanma Egozue

At MAC Ignites Incorporations, I respond to customer questions across email, chat, Slack, Teams, and CRM. I achieved a 92% first-contact resolution rate and reduced repeat contact by 22% by making complex information clear and easy to understand.

I follow up proactively to resolve cases, help identify customers at risk of leaving, and support retention efforts. I also trained three new support agents on response standards and handling complaints independently.