Open to opportunities

Faith Adenodi

@faithadenodi

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Customer Support & Success Specialist and qualified lawyer driving product adoption and compliance.

Nigeria

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What I'm looking for

I seek a customer-focused role where I can improve product adoption, build documentation, leverage legal expertise for compliance, and grow into strategic CSM or operations responsibilities.

I am a Customer Support & Success Specialist and qualified lawyer with over five years' experience supporting SaaS users, managing high-volume support channels, and producing documentation that reduced ticket volume and increased activation. I combine strong communication, analytics, and legal expertise to resolve complex user issues, support agreements and compliance, and improve customer experience.

My achievements include maintaining a 96%+ CSAT, cutting ticket volume by 25% through knowledge base development, improving new user activation by 18% with an onboarding template, and being recognized as Top Performer for highest CSAT and lowest escalation rate. I am proficient with Intercom, Zendesk, Freshdesk, Slack, and BI tools, and I focus on delivering timely, empathetic, and data-informed support in fast-paced remote environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Bakerfield Associates Solicitors & Company Secretaries

Apr 2020 - Present (5 years 11 months)

Managed high-volume Intercom, email, and live chat support maintaining sub-2 hour response times and a 96%+ CSAT; reduced ticket volume 25% via knowledge base creation and improved new user activation 18% with an onboarding template.

Intercom Zendesk Freshdesk CSAT Onboarding Slack Customer Lifecycle Management Contract Review