At Hugo Technologies, I train and onboard support agents for chat, email, and phone support. I create training guides and troubleshooting steps, and use quizzes to identify gaps in product knowledge.
As a Concierge Specialist & Subject Matter Expert for Hugo Technologies (BPO Client – Outschool), I guided 48 team members through complex account and platform issues. I also coached 18 new agents and worked with technical teams on escalations.
At Hugo Technologies (BPO Client – Outschool), I handled billing questions, chargebacks, and payment issues using Stripe transaction logs. I studied dispute patterns and cut chargebacks by 9% through better resolution steps.
In customer support roles across Hugo Technologies, 42 Gaming (N1Bet Nigeria), and N1 Partners (N1Bet Nigeria), I supported users by chat, email, and phone, documented recurring issues, and shared feedback with product teams. My work included maintaining customer satisfaction scores and contributing to improved reactivation and conversion rates.
