Akpokodje Efe

I’m an empathetic, detail-oriented customer support professional who delivers calm, effective resolution in remote environments. I’m known for professionalism and patience, especially when handling technical and service issues through clear communication.

In my current role as a Customer Support Specialist (Remote) at Nanosoft Consulting, I respond to customer inquiries via email, chat, and phone while managing 40–60 daily support tickets. I collaborate with product and engineering teams to resolve user issues, and I document customer feedback and service requests—contributing to a 20% improvement in response accuracy. I also train new support agents on best practices for client communication and knowledge base usage.

Previously, as an Client Success Associate at OE Connection (OEC), I managed onboarding and ongoing support for enterprise software clients to ensure smooth implementation. I maintained 95% customer satisfaction through proactive updates and timely follow-up, using CRM tools like HubSpot and Zendesk to log interactions and track concerns.

Earlier experience includes Customer Service Representative work at DuCharme, McMillen and Associates Inc. (DMA), where I supported account access, billing inquiries, and product usage, achieving a 98% resolution satisfaction rate. I also created internal FAQ documentation to reduce repetitive inquiries by 25%, and started as a Customer Support Intern at Andela supporting end-users with login, access, and software troubleshooting while maintaining accurate support ticket documentation.