Sesugh Agena

SESUGH AGENA-| www.linkedin.com/in/sesugh-agena PROFILE A highly accomplished and customer-centric Mechanical Engineer with progressive client-facing experience within the dynamic automotive industry. I possess a proven track record of significantly improving customer retention, resolving complex service issues, and enhancing overall customer satisfaction through proactive communication, meticulous follow-up, and a deep understanding of technical processes. My expertise spans high-volume customer interaction, cross-functional coordination, and efficient service delivery. CORE SKILLS Technical Support & Troubleshooting Technical Troubleshooting | Diagnostics | Root Cause Analysis | Fault Resolution | Technical Support Customer Service & Communication Phone, Email & Chat Support | Escalation Handling | Customer Retention | Technical Communication Operations & Service Delivery CRM Management | Workflow Coordination | Process Improvement | Documentation Parts, Logistics & Resource Coordination Parts Coordination | Inventory Support | Supplier Coordination | Procurement Support PROFESSIONAL EXPERIENCE Remote Automotive Service Advisor | Repairwise, California, USA | December 2025 – Date • • • • • Primary liaison between customers, technicians, and service teams for warranty claims across 6 locations, completing 49+ vehicle repairs monthly. Manage 175+ active cases weekly involving diagnostics, approvals, repair timelines, and escalations. Coordinate repairs, parts availability, and technician schedules to reduce downtime. Provide technical updates to customers via phone, email, and text in clear non-technical language. Maintain accurate documentation, service records, and case status updates. Remote Estimator / Advisor / CRM / Process Auditor | Sylvan Lake Autopro, Alberta, Canada | Nov. 2025 - March 2026 • • • • • • Prepared accurate repair estimates in Protractor DMS by analyzing DVI data from AutoFlow, reviewing vehicle history through Carfax, and verifying labor times, repair procedures, and maintenance schedules using Identifix. Coordinated parts sourcing with suppliers and OEM channels for cost-effective turnaround and timely repairs. Audited repair orders and service processes, identifying gaps and improving workflow accuracy through structured reporting. Strengthened customer retention through proactive communication, follow-ups, and clear explanation of vehicle issues, repairs, and timelines. Supported CRM operations using GarageGrowth and AutoFlow Conducted daily audits of team-to-customer communications via GoTo, ensuring timely responses, effective issue resolution, and consistent service transparency. Suzuki Service Advisor (Hybrid) | CFAO Mobility Nigeria Limited, Lagos | Nov 2019 – June 2022 • • • • • • Increased customer retention by 35% through proactive service follow-up and issue resolution. Grew monthly revenue by 200%+ through strong customer engagement and service recommendations. Managed 25+ daily requests involving repairs, estimates, parts, and scheduling. Managed different service packages, handling upgrades, renewals, and cancellations while ensuring accurate records and smooth customer lifecycle management. Explained technical findings, repair scope, and costs clearly to customers. Used Iziflo, HubSpot, and INCADEA for case tracking and service workflow management. Logistic and Customer Support Coordinator - FUSO Assembly Plant (Hybrid) | CFAO Mobility Nigeria Limited, Lagos | Nov 2019 – June 2022 • Responded promptly to customer inquiries via phone, email, and chat, providing initial support and directing complex issues to appropriate departments. • Served as a critical internal liaison between assembly operations and service departments, ensuring clear communication and seamless information flow to resolve customer concerns. • Facilitated the smooth handover of vehicles from assembly to service and customer units, optimizing delivery timelines. • Supported successful assembly of 1,000+ trucks and buses through efficient materials coordination. • Managed receipt, storage, and movement of CKD/SKD kits for uninterrupted production. EDUCATION Bachelor of Engineering (Mechanical) | Ahmadu Bello University, Zaria - 2015 CERTIFICATIONS & TRAINING • Developing Interpersonal Skills (IBM via Coursera) - 2023 • Suzuki Customer Experience & Communication Training - 2022 • Currently learning Cloud Computing TECHNICAL SETUP Reliable High-Speed Fiber Internet | Backup Power Supply | Noise-Cancelling Headset | Dedicated Workspace