Osowom Sandra Obigbor

Over the past four years, I have built solid experience in customer support and service delivery across SaaS, IT, and customer-facing industries. A consistent theme throughout my career has been making sure clients feel supported, valued, and confident when using products and services.

In my current role as a Customer Support Specialist at Boomerangme, I deliver technical support by assisting with account setup, troubleshooting, and resolving platform-related inquiries. I guide customers through API configurations and third-party integrations with tools such as GoHighLevel, Mailgun, Stripe, and SMTP. I also manage subscription billing and invoicing through Stripe, ensuring accurate charges, resolving payment issues, and maintaining smooth subscription cycles. Alongside this, I collaborate with the product team on AI feature improvements, sharing insights from client interactions that help refine accuracy and usability. To make support more scalable, I develop and update FAQs and knowledge base articles that reduce repetitive inquiries and empower users to find solutions independently.

Previously, I worked as a Proofreader/Quality Assurance Analyst at Readrly Limited, where I reviewed AI- and writer-generated children’s stories. My focus was on correcting grammar and spelling errors, ensuring tone consistency, and checking that images aligned with the storylines. I also collaborated closely with writers and the image team to provide constructive feedback that improved the overall quality of the stories. This role sharpened my eye for detail and strengthened my ability to deliver accurate, high-standard work under tight timelines.

Before that, I served as a Customer Service Analyst and Knowledge Manager at Byteworks Technology Solutions Ltd, where I managed customer support and issue resolution using Freshdesk. I engaged with clients via Freshcaller and Freshchat, logged tickets on their behalf, and coordinated escalations through Jira when issues required technical intervention. I also created user guides and training programs to help clients and staff better understand the software, and I managed the issuance of licenses once purchases were approved. When payments were delayed or failed, I worked directly with payment gateway providers to resolve them. I regularly prepared and shared weekly and monthly reports with clients such as MTN, Abia Inland Revenue, and the National Identity Management Commission, summarizing support activity and resolutions. During service disruptions, such as downtime caused by hosting providers, I escalated cases to third-party vendors like eApps, logged tickets on their systems, and followed up until service was restored. I also ensured transparency by notifying clients in advance of scheduled maintenance or integrations, providing timelines for downtime and restoration.

My earlier experience as a Customer Service Representative at Mosy Global Services Nigeria Limited gave me a strong foundation in client-facing service. I supported travel clients with payments, reservations, itineraries, and visa applications while handling sensitive information professionally. I built strong client relationships by actively listening, understanding travel budgets, and delivering reliable advice. This helped foster repeat business and contributed to company growth.

Across all of these roles, I’ve developed expertise in technical troubleshooting, subscription billing, client communication, process documentation, and knowledge management.