Prisca Philips
@priscaphilips
Senior Customer Support specialist driving analytics-led improvements and automation.
United KingdomWhat I'm looking for
I am a Senior Customer Support specialist with eight years' experience leading high-volume, multichannel support for SaaS, gaming, e-commerce and fintech products. I own the full ticket lifecycle, mentor global teams, and partner with product and engineering to ship fixes, optimise onboarding flows and embed support analytics into agile sprints.
I have implemented AI-driven bots and automation that reduced Tier‑1 workload and repetitive tickets, delivered insight reports that cut refunds, and launched self-service portals and training that improved NPS and internal efficiency. I prioritise measurable outcomes, clear knowledge bases, and cross-functional collaboration to improve customer experience and reduce operational cost.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
ModSquad
Feb 2025 - Present (10 months)
Respond to multichannel customer queries and log detailed tickets; trained an AI support bot to autonomously close 40% of Tier‑1 queries and delivered weekly insight reports that contributed to an 18% drop in refund requests.
Customer Support Analyst
Smile ID
Jan 2023 - Feb 2025 (2 years 1 month)
Served as first point of contact for customers across UK, US and Africa, triaged and escalated complex cases to engineering, and hosted live webinars for identity verification rollouts.
Customer Support Representative
Kuda Bank
May 2021 - Jan 2023 (1 year 8 months)
Assisted customers with technical issues and onboarding, implemented an AI FAQ bot resolving 1,000+ monthly questions and saving 20 staff hours weekly, and helped raise NPS from 45 to 58.
Customer Success Coordinator
Suretree Systems
Jan 2018 - May 2021 (3 years 4 months)
Built customer relationships and launched an employee self‑service portal with support articles that cut internal tickets by 30%, and delivered customer‑centric training to 100+ staff.
Support Associate
NTEL
Oct 2015 - Jan 2018 (2 years 3 months)
Handled telecom customer complaints and enquiries, maintained 95% satisfaction ratings, and created onboarding guides that reduced repetitive support emails by 25%.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Business Administration, Business Administration (HR)
Completed an MBA in Business Administration with a focus on Human Resources, finishing in 2024.
COCoursera
Certificate, Artificial Intelligence / Prompt Engineering
Completed the 'AI Workflows & Prompt Engineering' online course in 2024.
PIProject Management Institute
Professional Certification, Project Management
Achieved the Project Management Professional (PMP) certification in 2022.
UDUdemy
Certificate, Customer Service
Completed the 'Customer Service Training for Excellence' online course in 2020.
ULUniversity of Lagos
Bachelor of Arts, Linguistics and Languages
Earned a Bachelor of Arts in Linguistics and Languages, graduating in 2016.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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