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Faith Okoduwa

@faithokoduwa

Customer Support Specialist at Epic Payment Technologies Limited, where I resolved complex payment and onboarding issues across support channels.

Nigeria

Message

At Epic Payment Technologies Limited, I provided real-time support for complex onboarding issues, digital payment failures, and transaction disputes. I also worked with Product and Engineering through Jira to track recurring platform bugs and improve support workflows.

I led and mentored customer support agents, setting service standards focused on resolution times and team CSAT. I managed user account data in an in-house customized CRM tool.

At Air Peace Limited, I handled customer inquiries across phone, email, and live chat, earning a 95% CSAT rating. I used Zoho CRM to maintain records and follow-ups, and identified opportunities that increased add-on service revenue by 30%.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

Epic Payment Technologies Limited

Oct 2024 - Dec 2025 (1 year 2 months)

Led and mentored a team of customer support agents, establishing service standards that improved resolution times and team CSAT scores. Provided real-time omnichannel troubleshooting for complex onboarding, payment failures, and transaction disputes.

Zoho CRM Zendesk Jira Slack Google Workspace Microsoft Office Multichannel Troubleshooting Escalation Management First Contact Resolutions Workflow Optimization Customer Retention Onboarding Assistance Conflict De escalation Cross Selling Upselling

Call Center Agent

Air Peace Limited

Mar 2022 - Sep 2024 (2 years 6 months)

Managed 50+ high-volume customer interactions daily across phone, email, and live chat, consistently achieving a 95% customer satisfaction rating. Resolved complex escalations while adhering to service level agreements and maintained accurate records using Zoho CRM.