UT

Open to opportunities

Ufuoma Tive-Denedo

@ufuomative-denedo

I resolve complex SaaS issues and improve enterprise customer experiences through cross-functional product support.

What I'm looking for

I'm looking to continue supporting SaaS products, resolving complex customer issues, improving product quality, and collaborating closely with Product, Engineering, QA, and Customer Success teams.

At Totango, I resolve complex SaaS product issues for enterprise customers across email, chat, and video support while meeting SLA targets and maintaining a 97% CSAT score.

I investigate API, SSO, integration, and configuration issues, partner with Engineering to reproduce bugs and validate fixes, and analyze issue trends to recommend product improvements. I've also created more than 40 knowledge base articles and troubleshooting guides, reducing repeat support requests by 25%.

Previously at Groove, I delivered Tier 1 and Tier 2 technical support and resolved 90% of customer issues without escalation. I managed cases in Zendesk and Salesforce, documented defects with reproduction steps, partnered with QA on fixes, and supported onboarding, configuration, and feature adoption.

I'm motivated by improving product quality and delivering exceptional customer experiences through practical troubleshooting, documentation, and collaboration with Product, Engineering, QA, and Customer Success teams.

Experience

Work history, roles, and key accomplishments

TO

Current

Senior Product Support Specialist

Current

Jan 2022 - Present (4 years 7 months)

Resolved complex SaaS product issues for enterprise customers, maintaining a 97% CSAT score and creating over 40 knowledge base articles that reduced repeat requests by 25%. Partnered with Engineering to investigate API, SSO, and integration issues.

SaaS Troubleshooting APIs SSO Integration Root Cause Analysis Knowledge Base Customer Satisfaction Escalation Management Jira Confluence SQL Agile Scrum

Education

Degrees, certifications, and relevant coursework

IU

ISCOM University

Bachelor of Science, Mass Communication

Bachelor of Science in Mass Communication from ISCOM University in Benin Republic.

Tech stack

Software and tools used professionally

Postman

Salesforce

Zendesk

Jira

Google Workspace

sso

SQL

ServiceNow

Totango

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