Nicole Max

I handle customer and client issues across live chat, email, and ticket channels, balancing fast responses with SLA compliance and solid first contact resolution. In remote live chat support at Aurah AI (Yield Haven), I keep first response times under 5 minutes while logging accurate interactions in Zendesk for quality and reporting.

At Webhaptic Intelligence Groups in Lagos, I managed 80–100 client interactions weekly through email and ticketing systems, keeping 95%+ SLA compliance. I also tracked response times and ticket categories in Excel using pivot tables and VLOOKUP, then used the patterns to reduce repeat inquiry trends.

I’m comfortable moving issues from Tier-1 to the right teams—like Billing & Finance, Product, and Operations—so complex cases don’t stall. I’ve also built reporting muscle through Power BI and Excel, including a personal dashboard that tracks support KPIs like response time, resolution rate, and ticket volume.

Before customer support, I supported clinical and administrative operations by registering and tracking patients, processing records accurately in Excel, and improving retrieval with organized record-keeping. That hands-on workflow experience still shows up in how I document cases and maintain process clarity.