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Sylvia Atuchi

@sylviaatuchi

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Customer Support Agent at Modsquad overseeing remote support and resolving complex customer issues through Salesforce.

Nigeria

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What I'm looking for

I'm ready to contribute my customer support and technical support experience to a dynamic Canadian organization.

At Modsquad, I oversee daily remote support operations and resolve complex customer issues, documenting and tracking them in Salesforce and internal systems. I analyze ticket trends and recommend process improvements, while coordinating escalations with Tier 1 and cross-functional teams.

In my customer and technical support work as a Biomedical Engineer Coordinator, I supported clients, trained clinicians and healthcare staff, and coordinated service operations with procurement, supply chain, and engineering teams. My earlier biomedical engineering experience includes supporting equipment installation and testing, and at DANGOTE REFINERY I coordinated health and safety compliance activities.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

ModSquad

Aug 2025 - Present (1 year 2 months)

Oversee daily remote support operations, ensuring high-quality service delivery and adherence to service-level standards. Resolve complex customer issues while ensuring accurate documentation and tracking in Salesforce and internal systems.

Salesforce Customer Support Escalation Management Ticket Trends Process Improvement Communication Skills

Current

Customer & Technical Support Biomedical Engineer Coordinator

Current

Unknown

Sep 2021 - Present (5 years 1 month)

Delivered first-line technical and product support, resolving client issues while maintaining high service standards. Served as the primary point of contact for client inquiries, complaints, and service-related matters.

Technical Support Customer Service Product Training Documentation Inventory Management Coordination

Health and Safety Inspector (NYSC)

Dangote Refinery

Feb 2020 - Mar 2021 (1 year 1 month)

Coordinated with multiple departments to ensure compliance with health and safety standards. Conducted training sessions for staff and new hires on safety and regulatory procedures.

Health and Safety Compliance Training Investigation Process Improvement Risk Mitigation

Biomedical Engineer (Intern)

Beautiful Creation

Jun 2018 - Sep 2018 (3 months)

Provided pre- and post-sale technical support to clients, ensuring high customer satisfaction. Assisted in the assembly, installation, testing, and client orientation of biomedical equipment.

Technical Support Biomedical Equipment Installation Testing Client Onboarding