Open to opportunities

Mk Nku

@mknku

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Customer support specialist with 3+ years improving CSAT and resolving complex SaaS and e-commerce issues.

Canada

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What I'm looking for

I am seeking a customer-focused role in a collaborative company where I can drive CSAT improvements, reduce ticket backlog, mentor peers, and work cross-functionally to improve product experience.

I am a Customer Support Specialist with over three years of experience delivering multi-channel support across SaaS and e-commerce environments, focused on swift issue resolution and strong customer relationships.

I have a proven record of improving customer satisfaction—helping achieve a 98% average CSAT and contributing to a 20% CSAT boost by streamlining onboarding and simplifying technical instructions.

My technical proficiency includes Zendesk, Intercom, Freshdesk, Salesforce and other support tools, and I collaborate closely with Product and Engineering teams to escalate and resolve bugs quickly.

I enjoy mentoring colleagues, optimizing help center content, and implementing automation and workflows that reduced backlog by 40% while maintaining SLA compliance.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Technova Solutions

Aug 2022 - Present (3 years 10 months)

Delivered multi-channel support to a global customer base, resolving 95% of inquiries on first contact and contributing to a 20% CSAT increase by streamlining onboarding and technical instructions.

Zendesk Live Chat Email Support Phone Support Bug Escalation CSAT Ticketing Systems Cross Functional Collaboration

Customer Experience Associate

BlueCart E-commerce

May 2020 - Jul 2022 (2 years 2 months)

Handled 100+ daily customer queries across chat and email, helped reduce churn by 15% through proactive outreach, and redesigned Help Center documentation to improve self-service.

Customer Support Chat Support Email Support Documentation Mentoring Ticketing Systems