Rita Agbasu

I’m a Customer Support Specialist with 5+ years of experience supporting customers across SaaS, e-commerce, and customer service environments. I deliver high volume phone, email, and live chat support with a strong bias toward resolution and clarity.

I’ve consistently maintained a 4.5/5 CSAT and 90%+ First Contact Resolution by combining proactive issue resolution, clear communication, and end-to-end case ownership. In my recent role, I reduced escalations by 25% through early identification of dissatisfaction and structured troubleshooting.

I’m skilled in CRM systems and ticket management, including Salesforce, Freshdesk, Zendesk, Zoho Desk, Intercom, HubSpot CRM, and Gorgias. I manage case documentation, investigate customer issues, and use knowledge base systems to support accurate follow-ups and quicker resolutions.

In fast-paced remote and hybrid settings, I’m trusted to handle peak demand, maintain SLA compliance, and support customers through orders, refunds, shipping updates, account, billing, access, login, and subscription problems. I enjoy cross-functional collaboration and keeping communication calm, professional, and solution-focused under pressure.