Egbudu Praise

I’m a Customer Experience Specialist with 2+ years of remote experience supporting global customers across SaaS and e-commerce/electronics environments. I focus on delivering excellent customer experiences by resolving complex account, billing, product, and technical issues efficiently.

In my current role at Universal Insurance Plc (Dec 2024–Present), I handle high-volume customer interactions across email, chat, phone, and virtual meetings while staying aligned with SLA targets. I manage tickets and customer histories in Zendesk, run onboarding and product adoption support, and handle complex escalations by collaborating with internal teams.

I also strengthen knowledge and decision-making by maintaining customer-facing documentation in Confluence and analyzing trends and support metrics with Metabase and Hex. Using Claude and Grammarly, I improve the quality and efficiency of customer communications, and I identify recurring issues to drive practical process improvements.

Previously, as an L1 Support Agent (Mar 2024–Nov 2024) with Summy Solutions and Technology Company, I provided first-line support for electronics and parts customers, covering order, delivery, warranty, and returns inquiries. I worked in Zendesk, supported customers via multiple channels, followed SLAs closely, and contributed to knowledge base improvements and proactive customer education.