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Ifunanya Egbombah

@ifunanyaegbombah1

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I resolve customer issues with AI-assisted support workflows that improve SLA compliance, retention, and CSAT.

Nigeria

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What I'm looking for

I'm looking for a customer support or success role where I can combine empathetic, omnichannel service with AI-assisted workflows, process improvement, and retention-focused customer experiences.

I've supported customers across SaaS, healthtech, e-commerce, sports education, and property management, using fast, empathetic communication to resolve issues and build loyalty.

At Instantly.ai, I redesigned onboarding and integration workflows, reducing complaints by 30%, cutting churn by 20%, and increasing product adoption by 25%. At Green Health Docs, I implemented satisfaction programs that reduced churn by 30% and achieved 90% CSAT ratings.

Across Dynamic Athletics, Luspada, Innacos Labs, and Trim Docs USA, I handle account access, subscriptions, technical troubleshooting, logistics, scheduling, patient support, and escalations through email, chat, and phone. I've maintained 95% SLA compliance and improved CSAT by 15% through structured feedback loops and faster resolution workflows.

I'm certified in Zendesk AI and Freshdesk automation, and I use AI to triage tickets, draft responses, and strengthen self-service knowledge bases while keeping customer communication personal and clear.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Community Manager

Current

Dynamic Athletics

Aug 2025 - Present (1 year)

Provide end-to-end customer support for a global sports education SaaS platform, supporting customers with account access, course enrollment, and technical troubleshooting. Investigate customer-reported problems and collaborate with technical teams to escalate bugs and implement solutions.

Customer Support Community Management SaaS Kajabi Troubleshooting Onboarding Documentation

Current

Remote Operations Support Specialist

Current

Innacos Labs

Aug 2025 - Present (1 year)

Deliver AI-assisted customer-facing support, using tools to triage and draft responses to urgent inquiries within SLA. Coordinate ingredient tracking, shipments, and insurance claims, keeping customers informed at every stage.

Ticket Triage SLA Slack Logistics Coordination

Current

Customer Service Specialist

Current

Luspada

Jan 2024 - Present (2 years 7 months)

Deliver omnichannel support across email, chat, and phone, resolving complaints and inquiries within SLA. Coordinate with suppliers and logistics teams to resolve shipping delays, building customer trust and loyalty.

Omni Channel Support Freshdesk Shopify Slack Refund Processing Customer Satisfaction

Remote Support & Customer Success Specialist

Instantly.ai

Sep 2024 - Jan 2025 (4 months)

Provided customer success support to SaaS clients, resolving technical concerns and onboarding users to the platform. Redesigned onboarding and integration workflows, reducing complaints by 30% and improving overall satisfaction.

Customer Success SaaS Intercom Notion CRM Onboarding Retention

Customer Service Representative

Trim Docs USA

Jan 2024 - Jun 2024 (5 months)

Supported patients and providers with account setup, scheduling, and prescription inquiries within SLA. Resolved technical and service complaints quickly, improving satisfaction among healthcare clients.

Healthcare Support EMR Practice Fusion Customer Service

Remote Patient Success Specialist

Green Health Docs

Mar 2022 - Jun 2024 (2 years 3 months)

Served as first point of contact for patient concerns, providing empathetic communication and regulatory compliance. Managed appointment scheduling, inquiry handling, and complaint resolution within SLA.

Patient Support EMR Appointment Scheduling Customer Satisfaction