Open to opportunities

Roweda Faune

@rowedafaune

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Customer Support Specialist with 10+ years in technical, account, and customer experience support.

Finland

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What I'm looking for

I’m looking for a customer-first support role where I can own technical and account issues end-to-end, manage tickets and SLAs, handle escalations, and lead improvement efforts to increase customer satisfaction.

I’m a Customer Support Specialist with 10+ years of experience in customer service, technical support, and account assistance across global companies. I handle customer inquiries, resolve issues, manage escalations, and keep timely communication through CRM and ticket workflows. I bring a customer-first approach that stays effective in fast-paced environments.

In my most recent role as Product Support Specialist – Thomson Reuters (2023–2025), I provided customer and application support, resolved software issues, managed tickets, and delivered service with clear SLAs. Earlier, as Team Lead / SME – Accenture, Google Fi (2020–2023), I led support teams, coached agents, improved service delivery, and ensured high customer satisfaction, backed by hands-on technical troubleshooting using Salesforce, Zendesk, ServiceNow, and JIRA.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Thomson Reuters

Jan 2023 - Jan 2025 (2 years)

Provided customer and application support, resolved software issues, and managed tickets while maintaining timely customer communication.

Customer Support Technical Troubleshooting Ticketing Systems CRM Escalation Handling SLA Management Email Support

Team Lead / SME

Accenture

Jan 2020 - Jan 2023 (3 years)

Led support teams as a subject matter expert, coached agents, handled escalations, and improved service delivery to ensure high customer satisfaction.

Team Leadership Escalation Handling Customer Support SLA Management Coaching Service Delivery

Senior Customer Executive

Etisalat Enterprise

Jan 2017 - Jan 2018 (1 year)

Supported enterprise customers with billing, internet, phone, and IPTV issues, completing follow-ups and escalations to drive resolution.

Enterprise Customer Support Account Management Complaint Resolution Technical Troubleshooting Escalation Handling Billing Support SLA Management

Technical & Application Support

Concentrix

Jan 2011 - Jan 2017 (6 years)

Delivered customer and technical support across multiple client environments, including troubleshooting and remote assistance with cross-team coordination and account handling.

Technical Troubleshooting Customer Support Ticketing Systems CRM Team Coordination Escalation Handling Service Delivery