Matthew Ezenagu

I am a customer support specialist with over three years' experience providing technical and account support at a major telecom operator in Nigeria. I consistently handled high inquiry volumes and met service-level agreements while reducing repeat tickets through process improvements.

My day-to-day work includes troubleshooting billing and technical issues, performing KYC identity verification, password resets, and enforcing account restrictions to maintain regulatory compliance. I routinely follow escalation protocols and helped reduce average resolution times by 5–10 minutes.

I have hands-on experience with CRM platforms such as Zendesk, Freshdesk, HubSpot, and Intercom, and I use Google Workspace tools daily to manage communications and reporting. I contributed to team training and onboarding, sharing best practices that supported a collaborative environment and improved agent performance.

I hold a B.Eng. in Agricultural and Biosystems Engineering (Soil and Water specialization) and have completed professional certificates in technical customer support and customer service. I am focused on roles where I can continue improving customer outcomes, coaching teammates, and optimizing support processes.