Open to opportunities

Echezonam Agetu

@gift_e_agetu

I resolve customer issues across SaaS, subscriptions, retail, and service operations through empathetic, efficient support.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve complex customer issues, improve support processes, collaborate with international teams, and help customers stay successful with the product.

I've supported customers at NextWave Digital and BrightEdge Media across subscription-based SaaS and digital content platforms, resolving billing, account access, transaction, navigation, and playback issues through email and live chat.

At NextWave Digital, I handled 80–100 tickets daily while maintaining a 91% first-response rate within SLA. I also resolved a high-severity billing escalation, partnered with the technical team on a fix, and helped retain an account that had threatened to churn.

I've improved support operations by restructuring escalation notes, tracking ticket and SLA trends, maintaining accurate CRM documentation, and rebuilding knowledge-base FAQs around common customer issues.

My experience also includes customer service and order coordination for fashion, catering, retail, and distribution businesses. I stay calm under pressure, communicate clearly and empathetically, and focus on turning frustrated customers into satisfied, retained customers.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

NextWave Digital Pty Ltd

Aug 2024 - Jan 2025 (5 months)

Delivered customer support for a subscription-based SaaS platform via email and live chat, resolving billing, account access, and transaction issues for 80-100 tickets daily while maintaining a 91% first-response rate within SLA. Achieved first-contact resolution on a high-severity billing escalation and managed ticket performance metrics via the support dashboard.

Zendesk Freshdesk Intercom Zoho HubSpot Microsoft Office Teams SharePoint Data Entry Customer Support Issue Resolution Escalation Management Ticket Management Live Chat Email Support Complaint Resolution CRM Management Customer Retention SLA

Customer Service Representative

BrightEdge Media

Mar 2024 - Jul 2024 (4 months)

Provided customer support for a digital content subscription platform, resolving account access, navigation, and playback issues via email and live chat while consistently meeting response-time targets. Resolved a subscription-access mismatch and reduced back-and-forth between support and technical teams by restructuring escalation notes.

Customer Support

Lady F Couture & Cuisine

Jun 2023 - Feb 2024 (8 months)

Delivered customer service and order management for custom fashion and catering clients, coordinating fittings, delivery schedules, and event timelines between fashion and kitchen teams. Resolved a dual-service order at risk near an event deadline and reconciled weekly sales and invoices for 50+ client orders.

Zendesk Freshdesk Intercom Zoho HubSpot Microsoft Office Teams SharePoint Data Entry Customer Support Issue Resolution Escalation Management Ticket Management Email Support Complaint Resolution CRM Management Customer Retention

Customer Support

Leo Ogbodo & Sons Ltd

Apr 2018 - Mar 2019 (11 months)

Delivered customer support across walk-in, phone, and email channels for a 200+ SKU retail and distribution business, earning consistent recognition from customers for responsiveness and professionalism. Resolved an urgent bulk order disruption and improved issue resolution by introducing structured case documentation and prioritization.