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Faith Adenodi

@faithadenodi

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

Nigeria
Message

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

BS
Current

Customer Support Specialist

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.

Education

Degrees, certifications, and relevant coursework

NC

Nigerian Law School, Enugu Campus

Barrister at Law (B.L.), Law

2021 - 2022

Activities and societies: Assistant Group Leader — organized group activities, task coordination, and presentations.

Completed the Barrister at Law (B.L.) professional program at the Nigerian Law School, Enugu Campus.

University of Lagos logoUL

University of Lagos

Bachelor of Laws (LL.B.), Law

2012 - 2019

Activities and societies: Best Entrepreneur — Law Society (2017); Best Class Entrepreneur — Faculty of Law (2016).

Completed a Bachelor of Laws (LL.B.) degree at the University of Lagos with involvement in law society entrepreneurial activities.

Tech stack

Software and tools used professionally

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