Lucy Felix

I’m a Customer Support and Technical Support professional with 7+ years of experience delivering high-quality support across SaaS, fintech, and service environments. I’m known for troubleshooting product, integration, authentication, and configuration issues while managing escalations and collaborating with Product and Engineering teams to resolve complex customer problems.

At Rocket.Chat, I resolve 40+ escalated technical support cases per week from Level 1 support, ensuring timely communication and effective resolution for customers using a secure communication SaaS platform. I troubleshoot product, configuration, deployment, and performance-related issues across customer environments, including authentication and integrations. I investigate and resolve authentication and access issues involving LDAP, SAML, OAuth, and workspace configuration, and support REST APIs, webhooks, marketplace apps, and mobile-related/push notification issues.

Previously at Revolut, I assisted 10,000+ customers through chat, email, and phone while maintaining high customer satisfaction and resolving account, payment, and product-related issues. I improved customer satisfaction by 10% through proactive issue resolution, reduced average handling time by 15% by improving support workflows, and created Help Center articles in Zendesk to reduce repeat inquiries. I also trained and mentored new support agents to strengthen troubleshooting and onboarding efficiency.

Earlier in my career at Tata Consultancy Services and in customer service roles, I built a strong process mindset through root cause analysis, documentation, and clear communication. I bring a customer-first mindset, drive root cause analysis, and use Jira, Confluence, and knowledge base tools to improve support efficiency and outcomes.