Amaka Uwandi
@amakauwandi
Client Support Specialist with 3+ years supporting SaaS users, triaging tickets, and improving response times with clear communication.
NigeriaWhat I'm looking for
I’m a Client Support Specialist with 3+ years of experience supporting SaaS users and managing high-volume ticket workflows in remote environments. I’m known for clear customer communication, careful issue triage, and resolving problems quickly and accurately while keeping queue health strong.
In my roles, I’ve investigated issues using system data and past tickets, escalated complex cases with detailed documentation, and improved support processes through better prioritization and structured workflows. I’ve delivered measurable results—reducing ticket resolution time by 30% and improving response time by 25%—while strengthening documentation and knowledge base updates to reduce repeat cases.
Experience
Work history, roles, and key accomplishments
Client Support Specialist
Freelance
Jul 2024 - Jan 2026 (1 year 6 months)
Managed inbound SaaS support requests across email and ticketing systems, ensuring timely responses and accurate issue resolution. Reduced ticket resolution time by 30% through improved triage, follow-up, and investigation of user issues using system data and prior tickets.
Customer Support & Client Success
Soton Electric
Nov 2022 - Apr 2024 (1 year 5 months)
Handled high-volume customer inquiries while maintaining a friendly, professional tone and precise attention to detail. Improved response time by 25% by prioritizing requests and strengthening structured workflow management, coordinating with internal teams to ensure a smooth customer experience.
IT Support Specialist Intern
Digital Witch
Feb 2022 - Aug 2022 (6 months)
Provided Tier 1 IT support remotely by resolving user issues via ticketing systems with clear, accurate documentation. Updated the knowledge base and routed complex cases to the right teams to reduce recurring support requests and improve team efficiency.
Education
Degrees, certifications, and relevant coursework
University of Roehampton
Master of Science, Cybersecurity
Pursuing an MSc in Cybersecurity at the University of Roehampton.
University of Port Harcourt
Bachelor of Science, Science
Earned a BSc in Science from the University of Port Harcourt.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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