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Benedict Arinze

@benedictarinze

Customer support specialist at Code 19 Digital Solutions who cut handling time 25% with an AI-assisted support workflow.

Nigeria

Message

What I'm looking for

I’m looking for a remote role with a global team where I can support customers, trace recurring issues to their root cause, and improve support processes and help content using AI tools.

At Code 19 Digital Solutions, I resolve customer issues across devices, apps, and accounts, and built an AI-assisted workflow that cut average handling time by 25%. I review every AI-drafted reply for accuracy.

I mapped common support issues into diagnostic trees, raising first contact resolution from 68% to 82%. After documenting a setup issue in Jira and working with the product team on a fix, related tickets dropped by 60%.

At Sollo Inc, I supported customers of a B2C crypto fintech app with wallet access, transactions, and KYC verification. I created a troubleshooting guide that cut verification-related escalations by 35%, and helped train and tune the Intercom AI bot.

Experience

Work history, roles, and key accomplishments

Current

Consumer Tech Support

Current

Code 19 Digital Solutions

Apr 2025 - Present (1 year 7 months)

Resolves 60+ daily tickets across chat, email, and phone for consumer devices, apps, and accounts, maintaining a 94% CSAT. Cut average handle time by 25% with an AI-assisted workflow and raised first contact resolution from 68% to 82% by mapping common issues into diagnostic trees.

Customer Support Agent

Sollo Inc

Feb 2023 - Mar 2025 (2 years 1 month)

Supported US customers on wallet access, deposits, withdrawals, KYC verification, and failed transactions in Intercom, maintaining first response time under 3 minutes during peak hours. Helped train and tune the Intercom AI bot, flagged 15+ security cases, and built a KYC troubleshooting guide that cut escalations by 35%.