Rachael Akunna Eduviere

RACHAEL EDUVIERE CUSTOMER SUPPORT SPECIALIST Ogun, Nigeria • - •-• https://www.linkedin.com/in/rachael-e-37aab611b/ SKILLS AND CERTIFICATIONS     Technical Stack: Zendesk, Intercom, Jira, Slack, Stripe, Microsoft Office Suite, Fullstory, Github, Google Workspace Support Channels: Email, Live Chat, Ticketing system, Phone Expertise: Tier 1 Troubleshooting | Billing Support | Onboarding & Adoption | Escalations & Bug Reporting | Customer Education | Internal Knowledge Base Contribution Certifications: Providing a great Customer Support Experience (Intercom Academy), Zendesk Customer Service Professional Certificate, EFSET English Certificate (C2 Proficient). EXPERIENCE Threecolts LLC London, UK Customer Support Associate Feb 2024 – Feb 2025  Communication: i. Provided technical and customer support for three SaaS products simultaneously, troubleshooting diverse issues, managing feature requests, and ensuring high customer satisfaction across a global user base. ii. Resolved over 50 customer inquiries weekly via Zendesk and Intercom, maintaining a great customer satisfaction rating through timely, empathetic, and clear communication. iii. Supported users with billing issues via Stripe, product navigation, and Tier 1 troubleshooting, escalating complex bugs to the engineering team using Jira and following through to resolution.  Teamwork: i. Collaborated with engineering and product teams to escalate technical issues, report recurring bugs and relay user feedback using Jira, helping improve feature usability and reduce repeat issues by approximately 20%. ii. Participated in weekly remote team meetings or huddles to share insights, best practices, and product updates, improving knowledge sharing and customer response consistency.  Analytical Skills: i. Regularly reviewed customer pain points using Intercom data tags, identifying recurring bugs that led to faster troubleshooting and product fixes in coordination with the tech team. Unity Bank Plc Kano, NG Customer Service Officer Oct 2018 – Aug 2023  Communication: i. Provided front-line support through in-person, phone, and email channels, explaining financial products and resolving inquiries related to banking services, account issues and digital tools with approximately a 90% issue resolution rate. ii. Improved digital adoption by simplifying technical steps for users during onboarding and account setup.  Teamwork: i. Partnered with IT and operations teams to resolve service downtimes and client issues efficiently, helping maintain smooth operations and reduce wait times during high-traffic periods. ii. Collaborated with account officers, operations, and compliance teams to streamline customer onboarding, improving turnaround time by over 25%.  Analytical Skills: i. Assessed and tracked recurring service challenges in customer complaints, leading to process improvements that reduced escalations by about 20%. Tecni Seeds Ltd Kano, NG Admin Officer Jul 2017 –Oct 2018  Communication: i. Managed daily communication with suppliers and internal departments, ensuring all requests were clearly communicated and deadlines were consistently met. ii. Managed internal and external correspondence, ensuring accurate documentation and professional representation in all client and vendor communications.  Teamwork: i. Supported a team of 10 staff by coordinating schedules, meetings, and logistics, improving team efficiency and reducing administrative errors by 20%. ii. Supported cross-functional teams during seasonal operations by assisting with field logistics to ensure smooth execution.  Analytical Skills: i. Tracked and reconciled procurement and inventory records, detecting inconsistencies and preventing stock shortages through improved monitoring systems. EDUCATION Ahmadu Bello University Bachelor of Engineering, Agricultural Engineering Zaria, NG