Rachael Akunna Eduviere

RACHAEL AKUNNA EDUVIERE Customer Support Specialist RACHAEL AKUNNA EDUVIERE WHO AM I? Experienced customer support specialist I’m a Customer Support Specialist with over 5 years of experience supporting customers across SaaS, eCommerce and banking. I’m skilled in managing live chat, email, phone and ticketing systems like Zendesk and Intercom, while collaborating across teams using tools like Slack and Jira. I’ve used FullStory to investigate user behavior and uncover root causes, and I'm familiar with Stripe for handling billing inquiries and payment-related issues. My approach is always human-first, solving problems efficiently, communicating with empathy, and making sure every customer feels supported and heard. Chat Support 01 I provide fast, friendly, and efficient live chat support that helps customers get instant answers—while managing multiple conversations without losing the human touch. Email Support WHAT I CAN DO FOR YOU 02 03 I write thoughtful, on-brand email responses that are clear, personalized, and always geared toward resolution, minimizing back-and-forth and improving customer satisfaction. Phone / Social Media Support I provide warm, professional phone support that leaves customers feeling heard and reassured, I also monitor and respond to customer messages across social platforms with speed, clarity, and care while protecting your brand tone. How I work with clients 1: Client Assessment 2: Job Orientation 3: Project Breakdown I start by getting to know your business, your customers, and your current support process. This helps me understand what matters most to you and where I can make an immediate impact. I take time to get familiar with your tools, products, and support tone. Whether it’s Zendesk, Intercom, Jira, Slack, or your internal knowledge base, I adapt quickly and ask the right questions upfront. I organize the work into clear steps: whether that’s answering support tickets, cleaning up response templates, or helping build a smoother workflow. I keep communication open and always aim for results that reflect your goals. MY EDUCATIONAL BACKGROUND 01 Ahmandu Bello University, Zaria B.Eng Agricultural Engineering MY WORK CERTIFICATIONS Intercom Academy Zendesk Providing a great Customer Support Experience. Zendesk Customer Service Professional Certificate EFSET English Certificate C2 Proficient EMPLOYMENT HISTORY 01 02 03 Customer Support, Associate 2024 - 2025 Customer Care Officer, 2018 - 2023 Admin Officer, 2017 - 2018 Unity Bank Plc, Kano, NG Tecni Seeds Ltd, Kano, NG Threecolts LLC, London, UK 01 CLIENT PROFILES I WORK WITH 02 03 Startup companies Flexible support to scale with your growth Independent sellers Personalized service to build loyal customers. Small business owners Reliable support that blends seamlessly with your team APPS I’M PROFICIENT IN CUSTOMER SUPPORT & TICKETING Zendesk, Intercom, Stripe, Fullstory, Jira COMMUNICATION & EMAIL SUPPORT PRODUCTIVITY & REMOTE TOOLS Gmail, Outlook Slack, Zoom, Google meet, Google workspace, Notion, Content & Knowledge Base Support Creating FAQs & Help Center articles Writing canned responses or macros Preparing user guides or onboarding content Customer Insights & Reporting Weekly/monthly report generation Tracking customer satisfaction (CSAT, NPS) Tagging conversations for trends Feedback summaries for product teams Onboarding & Training Support Assisting with onboarding new customers or team members Creating SOPs (Standard Operating Procedures) Preparing walkthroughs or tutorial scripts OTHER SERVICES I OFFER Upwork LET'S CONNECT! GET IN TOUCH WITH ME FOR INQUIRIES Upwork Profile Phone Tel LinkedIn LinkedIn Profile Email Email Address