Rita Chinyere Agbasu

Great customer support does more than answer tickets. It builds trust, strengthens customer relationships, and keeps customers coming back. With over 5 years of experience supporting fast paced businesses across SaaS, E-commerce, customer service, customer success, and client support, I bring the communication, problem solving, and customer focused approach needed to create positive customer experiences and strengthen customer retention. When customers experience slow response times, unresolved issues, or poor communication, frustration grows quickly. That frustration often leads to negative reviews, refund requests, cancellations, and lost revenue. My role is simple: ensure customers receive timely, accurate, and professional support while creating a positive experience with your brand at every touchpoint. Here’s how I support businesses: Customer Support & Customer Success Managing customer inquiries across email, live chat, phone, and help desk platforms while delivering empathetic, solution focused support that strengthens customer relationships. Ticket & Queue Management Prioritising support requests, maintaining organised workflows, meeting service level agreements (SLAs), and ensuring customers receive timely assistance. Customer Retention & Churn Prevention Supporting dissatisfied or at risk customers, resolving concerns effectively, reducing customer frustration, and helping businesses retain valuable customer relationships. SaaS Customer Support & Onboarding Assisting users with account issues, product questions, onboarding support, troubleshooting, and helping customers gain confidence in the products they use. E-commerce Customer Support Handling order inquiries, shipping concerns, returns, refunds, product questions, and customer issues that directly impact loyalty and repeat purchases. Escalation Management Managing complex customer concerns professionally, coordinating with internal teams, and ensuring issues are resolved efficiently while maintaining customer confidence. Knowledge Base & Help Centre Management Identifying recurring customer issues, documenting solutions, maintaining support resources, and improving self-service experiences for customers. Customer Experience & Process Improvement Analysing recurring support trends, identifying operational gaps, and recommending improvements that enhance both customer satisfaction and team efficiency. Key Results • 90% First Contact Resolution (FCR) Rate • 150+ Customer Inquiries Handled Daily • 4.7/5 Customer Satisfaction (CSAT) Score • Successful Recovery of Frustrated and At-Risk Customers • Consistent Multi-Channel Support Across Email, Chat, and Phone Tools & Platforms Zendesk Freshdesk Salesforce HubSpot CRM Intercom Gorgias LiveChat What you can expect when we work together: • Faster and more consistent customer support • Improved customer satisfaction and customer loyalty • Reduced customer frustration and repeat complaints • Stronger customer retention and relationship management • Professional escalation handling and issue resolution • Reliable communication and follow-through • Support processes that scale with your business If you’re looking for someone who can support your customers, improve customer satisfaction, strengthen retention, and deliver a professional customer experience, I’d be happy to help. Click the “Invite to Job” button or send me a message to discuss your customer support needs.

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