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Jacob Brossa

@jacobbrossa

I resolve technical customer issues, retain at-risk accounts, and improve support outcomes across SaaS and telecommunications.

Nigeria

Message

What I'm looking for

I'm looking for a customer support, customer experience, client success, or technical support role where I can resolve complex issues, improve service processes, retain customers, and collaborate across teams.

At Tizeti Network Limited, I manage 80–120+ customer accounts daily, resolving technical issues and escalations while sustaining 92% SLA adherence and 4.7/5 CSAT. I reduced repeat complaints by 31%, ticket backlog by 25%, and early-lifecycle drop-off by 27% through root-cause analysis, proactive follow-up, and onboarding.

I've supported customers across telecommunications and logistics through phone, email, live chat, and remote troubleshooting. I use Zendesk, HubSpot, and other CRM tools to maintain accurate records, coordinate resolutions, and protect customer relationships.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support & Customer Experience Specialist

Current

Tizeti Network Limited

Mar 2021 - Present (5 years 6 months)

Managed end-to-end customer relationships for 80-120+ daily accounts, achieving 92% SLA adherence and 4.7/5 CSAT. Reduced repeat complaints by 31% and ticket backlog by 25% through root cause analysis and cross-functional coordination.

Zendesk HubSpot CRM Customer Onboarding Escalation Management Root Cause Analysis SLA CSAT Technical Troubleshooting Customer Retention

Virtual Customer Support Representative

Globacom

Oct 2020 - Feb 2021 (4 months)

Provided multi-channel support for network, billing, and device issues, troubleshooting connectivity problems remotely. Gathered feedback and escalated recurring issues to improve service.

Technical Troubleshooting Remote Support Billing Support CRM

Virtual Customer Service Representative

GIG Logistics

Apr 2019 - Apr 2020 (1 year)

Provided phone, email, and live chat support for shipment tracking and logistics inquiries. Resolved escalated cases involving lost or damaged shipments through coordination with internal teams.

Avaya CRM Shipment Tracking Complaint Resolution Live Chat