Open to opportunities

Egie Asowata

@egieasowata

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Experienced Product Support Analyst with a focus on customer satisfaction.

Nigeria

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

With over 9 years of experience as a Product Support Analyst, I have honed my skills in troubleshooting, diagnosing, and resolving complex product issues across various platforms. My expertise lies in providing exceptional customer support and collaborating with cross-functional teams to ensure product quality and customer satisfaction. I am dedicated to leveraging my extensive background in product knowledge and technical troubleshooting to enhance user experiences and drive operational efficiency.

In my current role at Wells Fargo, I lead a team of support analysts, guiding them through complex troubleshooting and escalation procedures. My efforts have resulted in significant improvements in product adoption and customer satisfaction. I have developed comprehensive documentation for support processes and have successfully implemented training programs that ensure new team members are equipped to handle challenges effectively. My goal is to continue delivering user-focused support while driving product improvements through actionable insights derived from customer feedback.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Support Analyst

Current

Wells Fargo

Oct 2023 - Present (1 year 7 months)

Provided expert-level product support for banking software, leading a team of analysts and ensuring high customer satisfaction. Analyzed and resolved critical product issues, developed documentation, and coordinated with cross-functional teams to enhance product reliability and performance.

Product Lifecycle Management Troubleshooting Incident Management

Product Support Manager

Citibank

Feb 2021 - May 2023 (2 years 3 months)

Managed product support for financial products, collaborating with teams to improve functionality and minimize disruptions. Led incident management, analyzed performance data, and developed training programs, resulting in significant improvements in user satisfaction and operational efficiency.

Incident Management Product Performance Data Training Development Vendor Management Process Improvement

Product Support Specialist

Citibank

Feb 2019 - Feb 2021 (1 year 11 months)

Provided dedicated support for banking products, resolving customer inquiries and collaborating with internal teams to enhance service delivery. Analyzed product performance data and contributed to user guides, improving support efficiency and customer satisfaction.

Customer Support Documentation Compliance

Product Support Analyst

Citibank

Jan 2017 - Feb 2019 (2 years 1 month)

Delivered technical support for banking products, resolving issues and collaborating with teams to ensure smooth operations. Managed product documentation and contributed to process improvements, enhancing operational efficiency and compliance.

Technical Support Documentation Management Training

Junior Product Support Analyst

Citibank

Mar 2015 - Jan 2017 (1 year 10 months)

Provided comprehensive product support, assisting in troubleshooting and monitoring product performance. Collaborated with teams to ensure compliance and facilitated onboarding for new releases, achieving high customer satisfaction.

Product Support Troubleshooting Performance Monitoring Compliance