Thomas Ebi

I’m a Customer Support Specialist with over 4 years of experience providing exceptional, customer-focused assistance across fintech and digital service platforms. I handle high-volume customer interactions via phone, chat, email, and social media—while staying committed to first-contact resolution and quality.

I’ve proven results in remote customer support operations, including managing 70+ daily customer interactions within SLA targets and maintaining a 92% first-contact resolution rate. At Yellow Card Financial, I supported service quality while driving measurable outcomes like improved CSAT, reduced repeated tickets, and stronger customer retention.

I also build the systems behind better support. I designed and launched a knowledgebase that increased self-service engagement by 30%, and I continuously refine documentation and processes—such as creating and updating internal FAQs to reduce repetitive inquiries and troubleshooting/escalation workflows to cut backlog.

Earlier in my career, I led and coached teams as a Team Lead / QA Officer (Customer Support), conducting quality audits and improving agent performance. I’m a strong collaborator across cross-functional teams, using tools like Zendesk, Freshdesk, Salesforce, and HelpScout to drive operational excellence, transparency, and continuous improvement.