Open to opportunities

Covenant User

@covenant

I am a versatile Customer Support professional with 5 years of experience in technical support, virtual assistance, and customer service.

Nigeria

Message

What I'm looking for

I’m seeking remote or hybrid support roles in SaaS or e-commerce where I can improve CSAT and FCR, reduce backlog, and collaborate with product teams.

I am a customer support specialist with over five years of experience delivering fast, reliable, and empathetic support for SaaS, e-commerce, and software clients worldwide.

I’ve handled high-volume live chat, email, and ticketing queues using tools like Zendesk, Freshdesk, Intercom, Salesforce, and HubSpot, and I’m skilled in in-app troubleshooting, escalation management, and knowledge-base creation.

On Upwork, I earned a Top Rated Plus badge by maintaining 95%+ satisfaction ratings while helping clients reduce ticket resolution time by 25% and cutting backlog by 30% through improved workflows.

I collaborate effectively across global time zones, partner with product teams on documentation and feature rollouts, and seek roles where I can improve CSAT, FCR, and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

ACTO Technologies

Apr 2025 - Present (8 months)

Delivered live chat and ticketing support for SaaS clients, reduced backlog by 30% through improved escalation workflows, and collaborated with product teams to validate feature rollouts.

Live Chat Ticketing Systems Escalation Management Documentation Zendesk Freshdesk SaaS Support

Customer Service Representative

Mount Hood Railroad

Oct 2024 - Jan 2025 (3 months)

Supported ticket bookings and provided live chat, phone, and email customer service for seasonal events, resolving escalations and improving booking efficiency.

Ticketing Live Chat Phone Support Email Support Escalations Customer Experience

Customer Support Specialist

GoldenEdge SoftTech

Jan 2023 - May 2023 (4 months)

Managed high-volume support via Zendesk and Freshdesk, increased first-contact resolution and CSAT, and authored knowledge base content to reduce repeat tickets.

Zendesk Freshdesk CSAT In App Support Documentation

Social Media Manager

Covenant Collections

Feb 2020 - Dec 2022 (2 years 10 months)

Managed social media engagement and provided customer service, resolving inquiries across channels, supporting sales and marketing, and improving online customer relationships.