PAULYN AKUE
Customer Support Specialist/ Product Enthusiast
-| - |LinkedIn Profile
Summary
Customer support professional with hands-on experience in product
discovery.
Experienced in supporting users, resolving complex inquiries, and
identifying opportunities for product and process improvement.
Proven ability to bridge the gap between user needs and product
development by leveraging insights from frontier support.
Experienced in working cross-functionally with teams to deliver excellent
customer service and build user-centric solutions.
Passionate about creating impactful products rooted in empathy, clarity, and
real user feedback.
Professional Experience
Product Manager
Stack – Product Portfolio Templates | Remote | Jan 2025 – Present
Spearheaded the development of customizable portfolio templates for
Product and Project Managers on Notion, Webflow, and Framer.
Designed and executed a user survey to identify needs, pricing expectations,
feature gaps, and platform preferences.
Analyzed over 50 user responses to extract insights that directly influenced
feature prioritization and MVP scope.
Defined user personas, journeys, and competitive positioning to guide
design and development decisions.
Led a cross-functional team (developer, UX writer, designer) through
product discovery, MVP planning, and delivery cycles.
Created clear documentation, user stories, and workflows to guide efficient
collaboration.
Customer Care Representative
Outcess Solutions Nigeria | Lagos, Nigeria | Jan 2022 – Dec 2023
Provided prompt and empathetic customer support via phone, live chat, and
email by handling over 80+ calls and inquiries per day with a 90% firstcontact resolution rate.
Built rapport with customers and escalated difficult situations, resulting in
improved customer satisfaction scores.
Collected and documented recurring feedback to identify and solve friction
points in the user experience and flagged key issues to the product team.
Partnered with the QA and Product teams to triage bugs reported by users,
helping to reduce average ticket resolution time by 25%.
Created help center documentation and internal knowledge base updates to
streamline onboarding and reduce repetitive queries.
Recognized as "Top Performer of the Month" multiple times for quality,
speed, and user satisfaction.
Skills
Customer Support | Problem Solving | Communication| Product Strategy |
Active Listening | Data Entry
Education
University of Benin July 2016 - August 2020Bachelor of Mass Communication.
Product Management Fundamentals – Entry Level
Product Discovery – Entry Level.
Artificial Intelligence Micro Certification – Product School.
Customer Support/ Virtual Assistant – Alx Africa
