Open to opportunities

Faith Edison

@faithedison

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Customer support leader delivering empathetic, scalable SaaS support and product-driven process improvements.

Nigeria

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What I'm looking for

I seek a role where I can scale customer support operations, collaborate with product/engineering, and deliver measurable improvements in technology integration.

I am a proactive customer support professional with over four years of experience supporting SaaS, EdTech, and AI-powered platforms. I combine deep product mastery with empathy to resolve technical and billing issues across email, chat, and live environments.

At my current role I manage high-volume queues and maintain knowledge base excellence, driving a sustained 92% CSAT while resolving 80+ daily tickets and reducing repeat inquiries by 25% through content optimization.

I partner closely with product and engineering teams to identify recurring pain points, validate feature releases, and deploy automation that improved average handling time by 22% and lowered ticket volume by 18%.

With a background in systems support and QA, I bring technical troubleshooting skills, process design experience, and a track record of improving onboarding activation and system uptime. I enjoy mentoring teams and building scalable support operations that improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Systems & Customer Support

Current

InStrat Global Health Services

Mar 2025 - Present (1 year 3 months)

Served as the primary support contact for a digital health platform of 5,000+ professionals, maintaining a 92% CSAT while resolving 80+ daily tickets and authoring 45+ knowledge base articles to reduce repeat inquiries by 25%.

Customer Support Knowledge Management Zendesk Troubleshooting Cross Functional Collaboration CSAT Live Event Support Workflow Optimization

Quality Assurance & Product Support

Go Cloud Careers

Feb 2023 - Mar 2025 (2 years 1 month)

Balanced QA testing and customer support for an AI-driven career platform, achieving a 98% resolution rate for escalations and reducing AHT by 22% through Zendesk macros and triggers.

Quality Assurance Customer Support Zendesk Onboarding Product Testing

IT Systems Associate & Support Lead

Star Sapphire

Aug 2018 - Jan 2023 (4 years 5 months)

Managed Tier 1 & 2 support for 300+ enterprise users, maintained 99.8% system uptime through proactive monitoring, and created troubleshooting guides that cut new-agent training time by 30%.

Technical Support System Monitoring Troubleshooting SLA Management User Onboarding

Education

Degrees, certifications, and relevant coursework

Akwa Ibom State University

Bachelor of Engineering, Electrical & Electronics Engineering

Grade: Second Class Upper Division (4.03/5.0)

Completed a Bachelor of Engineering in Electrical & Electronics Engineering with a Second Class Upper Division, focusing on engineering fundamentals and practical systems work.