STEPHEN MOSES
Abuja, Nigeria | linkedin.com/in/stephenomoses
PROFESSIONAL SUMMARY
Customer Support Specialist with 10+ years of experience supporting SaaS platforms and digital services, delivering
real-time user support before, during, and after service operations. Proven ability to train users, run onboarding
sessions, and create support content that enhances user experience. Skilled in handling high-pressure environments,
resolving technical issues, and collaborating across teams. Passionate about event technology, adaptable to
fast-paced startup environments, and flexible with shift and weekend work.
CORE SKILLS
• Customer Support & Success (Email, Chat, Phone)
• SaaS & Technical Support
• User Onboarding & Training Sessions (Webinars/Workshops)
• CRM & Ticketing Systems (Zendesk, Salesforce)
• Real-Time Support & Incident Management
• Content Creation (FAQs, Help Docs, User Guides)
• Stakeholder Collaboration
• Data Analysis & KPI Reporting
• Troubleshooting (APIs, Integrations, Systems)
• Adaptability & Startup Mindset
PROFESSIONAL EXPERIENCE
Customer Success Operations Manager
AmanHmo, Abuja, Nigeria | Jan 2022 – Mar 2026
• Led customer support operations, ensuring seamless user experience across pre-service, live, and post-service
stages.
• Supervised support team handling inquiries, claims, and issue resolution, improving NPS by 20%.
• Provided real-time support during peak periods and critical situations, maintaining high service quality under
pressure.
• Designed and delivered training sessions for team members and users to improve service adoption and
efficiency.
• Created support documentation, FAQs, and internal knowledge resources to enhance user self-service.
• Monitored KPIs and performance metrics to optimize workflows and improve response times.
• Collaborated with cross-functional teams to resolve escalations and improve platform experience.
SaaS Technical Support Engineer
Convert.com (Remote) | Mar 2024 – Oct 2025
• Delivered end-to-end support for platform users via chat, email, and CRM systems, resolving 95% of issues
within SLA.
• Supported users before onboarding, during live platform usage, and post-implementation.
• Conducted user onboarding sessions and guided clients through platform setup and usage.
• Troubleshot technical issues including integrations, APIs, and configurations.
• Collaborated with product and engineering teams to resolve complex issues and improve platform reliability.
• Developed help documentation and FAQs, reducing repeat support requests by 30%.
ICT Officer
Premier Seed Nigeria Ltd., Zaria | Aug 2019 – Mar 2024
• Provided technical and user support for internal systems, ensuring smooth day-to-day operations.
• Trained staff on software tools and systems to improve adoption and productivity.
• Managed system implementations, troubleshooting, and maintenance.
• Supported users in real-time during operational activities and resolved technical issues efficiently.
Emergency Communication Centre Supervisor / Training Manager
Minna, Nigeria | Oct 2012 – Sep 2019
• Managed high-volume customer support operations in a fast-paced, high-pressure environment.
• Delivered training programs and coaching sessions to improve team performance and service quality.
• Provided real-time support and crisis management during emergency situations.
• Monitored performance metrics and implemented continuous improvement strategies.
Acting Team Lead, Customer Care
MTN Call Centre, Jos | May 2011 – Aug 2012
• Provided multi-channel customer support and resolved user issues efficiently.
• Escalated complex cases and ensured timely resolution.
• Maintained accurate CRM records and contributed to service improvements.
EDUCATION & CERTIFICATIONS
• Microsoft Azure Fundamentals (2020)
• ITIL V3 Foundation (2018)
• B.Eng. Water Resources Engineering – Ahmadu Bello University, Zaria
ADDITIONAL INFORMATION
• Strong interpersonal and communication skills
• Service-oriented and empathetic approach to users
• Comfortable working independently and in teams
• Adaptable, proactive, and quick to learn new tools
• Available for weekend work and flexible shifts
References available upon request
