Open to opportunities

Efe Agbude

@efeagbude

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Customer Support Specialist with 4+ years resolving issues across channels using CRM tools to boost CSAT.

Nigeria

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What I'm looking for

I’m open to global remote roles where I can own multichannel support, improve FCR and CSAT, and use CRM/ticketing workflows to reduce escalations and response time—while leveraging data analysis to drive smarter customer and operational decisions.

I’m a Customer Support Specialist with 4+ years resolving customer inquiries across phone, email, live chat, and social channels in B2B, oil & gas, and technology environments. I’ve sustained 95% first-contact resolution (FCR), reduced operational downtime 35%, and supported 60+ customers daily by troubleshooting quickly, communicating clearly, and managing escalations with SLA compliance. I’m also hands-on with CRM administration and ticket workflows to keep data quality high and reduce escalations.

In my current role, I support 60+ customers daily and strengthen customer outcomes by optimizing CRM data quality, ticket tagging, and follow-up workflows, turning support into upsell and cross-sell opportunities. Previously, I reduced escalations and improved customer trust with a 95% FCR rate, increased customer satisfaction by 20%, and cut internal response times by 30% through better cross-functional coordination and streamlined processes. I’m currently building on my focus in M.Sc. Computer Science (Data Analysis) to deliver sharper insights that improve customer experience and operational performance.

Experience

Work history, roles, and key accomplishments

Current

Sales & Customer Success Executive

Current

Herbmetics

Jun 2025 - Present (1 year 1 month)

Support 60+ customers daily across phone, email, live chat, and WhatsApp to sustain high CSAT through timely, accurate issue resolution. Improved CRM data quality, ticket tagging, and follow-up workflows to optimize customer interactions and increase revenue via proactive upsell and cross-sell.

Customer Support Customer Success Phone Support Email Support Live Chat CSAT Data Quality Leadvertex Upselling Cross Selling Pipeline Management

Sales & Customer Service Executive

Nero City Oil & Gas

Dec 2024 - May 2025 (5 months)

Resolved customer inquiries with a 95% first-contact resolution (FCR) rate to reduce escalations and build customer trust. Improved customer satisfaction by managing a 100+ B2B account portfolio, streamlining support workflows, and maintaining CRM records and reporting in Microsoft Excel.

Customer Support First Contact Resolutions Escalation Management Customer Satisfaction B2B Account Management Cross functional Coordination Excel Issue Trend Forecasting

STEM Tutor & Administrative Coordinator

Eluama High School

Nov 2023 - Nov 2024 (1 year)

Standardized administrative workflows and documentation to reduce reporting delays by 40%. Designed and implemented a structured performance-tracking system and coordinated academic operations across stakeholders through scheduling and communication.

Administrative Coordination Documentation Scheduling Stakeholder Communication Academic Operations

Customer-Facing Support & Data Analyst

Chi Limited

Feb 2022 - Oct 2022 (8 months)

Delivered responsive, accurate customer communication and operational reporting to improve distributor and retailer support. Reduced inventory stockouts by resolving customer demand inquiries and coordinating data-driven replenishment, and improved regional service and sales performance with timely insights.

Customer Support Technical Data Aware Support Operational Reporting Inventory Support Stakeholder Insights

Customer Service & Technical Support

Stanificent Global Technologies Ltd

Feb 2021 - Dec 2021 (10 months)

Provided technical support across multiple channels, diagnosing and resolving customer issues to achieve a 95% first-contact resolution (FCR) rate. Reduced operational downtime by 35% through proactive troubleshooting, ticket escalation, and technical support aligned to SLA targets while maintaining detailed customer records and documentation.

Technical Support Troubleshooting Issue Resolution First Contact Resolutions SLA Customer Contact Records Multichannel Support