Rachel Akwarandu

I turn frustrated customers into loyal ones, and I do it across industries most support reps never touch. In six years I've handled first-line technical support for a SaaS platform (Lingawa), managed escalations for international airline clients (Newrest), resolved 120+ digital banking enquiries a day at 98% CSAT (UBA), and kept e-commerce customers satisfied through Salesforce (Jumia). That range means I don't panic when a ticket doesn't fit a script. I know how to reproduce a bug, document it clearly for engineering, and keep the customer informed without disappearing on them. What I bring that most candidates don't: I've worked both sides of a support ticket, logging and tracking issues in Jira as the agent, and coordinating cross-functional resolution as the liaison between clients and internal teams. At Lingawa, I cut lead response time by 95%. At Newrest I cut complaint resolution time by 80%. Numbers like that come from process, not luck, and I build that process wherever I land. I'm based in Lagos, fluent in English, comfortable across time zones, and set up to work remote-first with zero ramp-up time. If you need someone who treats support as a craft and not a queue to clear, that's me.