Open to opportunities

Maryann User

@maryannuser1

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Customer Support Specialist improving SaaS and ecommerce experiences for global users.

Nigeria

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What I'm looking for

I’m looking for a support role in a SaaS or ecommerce environment where I can resolve real-time account and payment issues, manage escalations in CRM tools, and improve workflows to maintain strong CSAT/FCR while supporting global customers.

I’m a Customer Support Specialist with 4+ years of experience in high-volume SaaS and ecommerce environments, supporting global users across chat, email, phone, WhatsApp, and social channels. I specialize in troubleshooting account access, payment, onboarding, and product usability issues in fast-paced digital environments.

I maintain strong performance through structured ticket handling, clear escalations, and urgency-driven problem solving. I’ve kept 96% CSAT by combining fast response times, empathetic communication, and a First Contact Resolution (FCR) focus.

I work confidently in CRM and help desk systems, including Zendesk, HubSpot, Salesforce, Freshdesk, and Intercom—managing multiple active cases while improving follow-ups and workflow quality. I also build support enablement (help center documentation and automated workflows) to reduce repetitive tickets and improve customer retention.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

DigitalWitch

Jan 2025 - Jan 2026 (1 year)

Delivered high-volume multi-channel technical support for SaaS and digital platforms, resolving account access, payments, and product functionality issues. Managed HubSpot CRM tickets and maintained 96% CSAT through fast responses, empathetic communication, and strong first-contact resolution.

Account Access Product Functionality HubSpot Ticketing Escalation Handling CSAT First Contact Resolutions