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I am a highly empathetic and tech-savvy Customer Support & Technical Specialist with 4+ years of experience supporting global SaaS users across email, chat, and phone. I am flexible, proactive, and calm under pressure with a startup mindset and a strong interest in the events and technology industry. I excel in troubleshooting, conducting webinars, and delivering seamless user experiences, including content creation and cross-functional collaboration to improve products and services.…I am a highly empathetic and tech-savvy Customer Support & Technical Specialist with 4+ years of experience supporting global SaaS users across email, chat, and phone. I am flexible, proactive, and calm under pressure with a startup mindset and a strong interest in the events and technology industry. I excel in troubleshooting, conducting webinars, and delivering seamless user experiences, including content creation and cross-functional collaboration to improve products and services.

BARBARA EkEOMA IZUAZU

Content Creator, Photographer, Designer, +2

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I am a highly empathetic and tech-savvy Customer Support & Technical Specialist with 4+ years of experience supporting global SaaS users across email, chat, and phone. I am flexible, proactive, and calm under pressure with a startup mindset and a strong interest in the events and technology industry. I excel in troubleshooting, conducting webinars, and delivering seamless user experiences, including content creation and cross-functional collaboration to improve products and services.…I am a highly empathetic and tech-savvy Customer Support & Technical Specialist with 4+ years of experience supporting global SaaS users across email, chat, and phone. I am flexible, proactive, and calm under pressure with a startup mindset and a strong interest in the events and technology industry. I excel in troubleshooting, conducting webinars, and delivering seamless user experiences, including content creation and cross-functional collaboration to improve products and services.

Available to hire

I am a highly empathetic and tech-savvy Customer Support & Technical Specialist with 4+ years of experience supporting global SaaS users across email, chat, and phone.

I am flexible, proactive, and calm under pressure with a startup mindset and a strong interest in the events and technology industry. I excel in troubleshooting, conducting webinars, and delivering seamless user experiences, including content creation and cross-functional collaboration to improve products and services.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Technical & Customer Support Specialist at Journey Mentor (SaaS Travel Tech)

February 1, 2025 - Present

Assisting customers with setting up accounts, API integrations, navigating the platform & utilizing key features. Delivering real-time support to global clients across multiple time zones via chat, email, and Zoom. Conducting user training sessions and webinars to onboard new B2B clients. Creating FAQ articles and guides to reduce ticket volume by 30%. Developing & executing lead generation campaigns using targeted email outreach, social media ads, & strategic content offers. Creating & managing social media content calendars, producing engaging travel-focused content that increased follower engagement by 80% & drove qualified traffic to the website. Collaborating cross-functionally with product and engineering teams to resolve technical issues and gather feedback. Supporting clients during major online events, ensuring a seamless user experience.

Customer Service & Brand Engagement Associate at Preply

August 1, 2024 - August 1, 2025

Provided timely & accurate responses to inquiries from students and tutors via live chat, email, regarding platform features & policies. Effectively troubleshoot technical issues & managed complaints, escalating complex matters as needed. Worked closely with marketing and events teams to prepare content and communication for product launches and demos. Assisted users in the setup & management of their accounts & lesson bookings. Systematically gathered user feedback to identify areas for enhancement & report recurring issues for further analysis. Communicated updates, promotions, & policy changes to users in a clear & professional manner. Monitored KPIs & actively participated in team meetings to discuss performance metrics & strategies for improvement. Stayed informed about product updates & industry trends to enhance product knowledge & customer service skills.

Customer Service Executive at Nwakaego Oncology & Diagnostics Centre (NODIC)

June 1, 2022 - August 1, 2024

Connected with clients/patients via social media platforms, live chat, phone calls, and email to solve disputes. Assisted patients with appointment scheduling, providing detailed information about diagnostic tests & procedures. Onboarding, training & guiding customers through setup & implementation of products to ensure seamless usage. Troubleshooting by identifying & resolving issues such as booking problems. Managed patient records, ensuring HIPAA compliance and other privacy regulations. Handled high-volume inbound/outbound calls and emails, and supported patients in preparing for diagnostic tests.

Customer Support Specialist at Central Securities & Clearing Systems (CSCS)

March 1, 2020 - June 1, 2022

Supported onboarding of new market participants by guiding them through CSCS registration & activation. Ensured adherence to KPIs (CSAT, FCR, AR, SLA). Interacted with customers across emails, phone, and social media. Monitored real-time transactions to identify anomalies in trading patterns or settlement delays. Strengthened customer satisfaction to increase retention and identified opportunities for upselling and cross-selling. Educated clients on investor protection mechanisms and collaborated with internal teams to reconcile transaction records.

TUTOR ( NYSC ) at Boys’ Secondary School (Anambra, Nigeria)

March 1, 2019 - March 1, 2020

Onsite teaching and motivating students for academic development. Prepared lesson plans, assigned homework, graded texts, and maintained a positive learning environment. Collaborated with other staff to support student success.

Customer Operations Agent at Hopper

October 1, 2017 - March 1, 2019

Supported multi-channel communication (email, live chat, and phone) while maintaining high customer satisfaction. Provided technical support to travel agencies using the SaaS platform, assisting with flight bookings, itinerary management, and GDS integrations. Conducted backlog management & escalation, troubleshooted API errors, payment failures, and booking discrepancies. Delivered virtual training sessions for new users and maintained a comprehensive knowledge base. Assisted with VIP check-ins/outs and guided relocation decisions when necessary; supported customer-friendly resolutions within business constraints.

Internship: Human Resources Assistant at COCA-COLA (Nigerian Bottling Company, Owerri plant)

June 1, 2014 - August 1, 2015

Industrial Training responsible for assisting in all stages of recruitment, providing full administrative support to HR managers, staff induction, clerical duties, payroll info collection, and coordinating HR projects (meetings, trainings, etc.).