Blessing Olugbewesa

Customer support professional with 3 years of experience helping users across SaaS, EdTech, and digital platforms through chat, email, and phone support. Skilled at explaining platform rules and policies in simple language, troubleshooting user issues, and reporting bugs to technical teams for fast fixes. Comfortable working flexible shifts, day and night, across time zones.

Builds knowledge base articles and training guides to help users solve common problems on their own. Known for staying calm under pressure, listening closely to customers, and turning feedback into real product improvements. Proficient in Intercom, Zendesk, and Stripe, with a consistent record of 90%+ CSAT.

Customer Support Trainer at Hugo Technologies (2025-12 – Present)

• Train and onboard 200+ support agents so they are ready to handle chat, email, and phone support before new projects go live
• Build training guides and troubleshooting steps for common account, platform, and technical issues
• Create quizzes and knowledge checks to spot gaps in agents' product knowledge before they go live with customers
• Run improvement plans that track and lift agent quality and speed over time
• Work with Operations and QA teams to keep training aligned with how support actually runs day to day

Concierge Specialist & Subject Matter Expert (SME) at Hugo Technologies (BPO Client – Outschool) (2025-01 – 2025-12)

• Served as SME for concierge and technical support, guiding internal 48 team members through complex account and platform issues
• Delivered white-glove onboarding and platform walkthroughs to premium customers
• Coached 18 new agents on troubleshooting steps and how to apply policy correctly
• Worked with technical teams to resolve escalated issues and tighten up support processes
• Read through recurring customer feedback to spot pain points and suggested product fixes to internal teams

Billing Specialist / Dispute Analyst at Hugo Technologies (BPO Client – Outschool) (2024-09 – 2025-01)

• Handled Stripe billing questions, chargebacks, and payment issues by reviewing transaction logs to find the root cause
• Escalated unresolved technical and payment issues to engineering and finance, documenting every step for faster fixes
• Studied dispute patterns and cut chargebacks by 9% through better resolution steps

Customer Support Specialist (Tier 1) at Hugo Technologies (BPO Client – Outschool) (2023-10 – 2024-08)

• Answered 40+ chat and email conversations daily in Intercom, including basic technical troubleshooting
• Walked users step-by-step through fixes, reproduced reported bugs where possible, and passed on unresolved technical issues to higher-tier support
• Kept a 95% customer satisfaction score and 94% quality score while handling a high volume of tickets
• Tracked recurring issue patterns in Intercom and used them to improve support documentation and flag product gaps

Subject Matter Expert and Reactivation Manager (Freelance) at 42 Gaming (N1Bet Nigeria) (2025-04 – 2026-01)

• Shared product knowledge and customer insight to guide the team's approach to support
• Studied inactive user data to find why customers were dropping off and built plans to bring them back
• Worked with marketing and product teams on messaging that lifted reactivation rates by 15%
• Ran social media support campaigns that added another 3% lift in reactivation

Customer Support Specialist (Freelance) at 42 Gaming (N1Bet Nigeria) (2025-01 – 2025-04)

• Handled 80–100 inbound customer calls daily while keeping customer satisfaction at 90%
• Supported onboarding and platform navigation for customers using financial service products
• Logged recurring issues to support operational and product improvements

Customer Support Specialist (Freelance) at N1 Partners (N1Bet Nigeria) (2024-11 – 2025-01)

• Handled high-volume support (80–100 calls daily) while keeping customer satisfaction at 95%
• Kept a 96% first-contact resolution rate
• Documented common issues and fixes so the wider team could stay consistent

Telesales Specialist (Freelance) at N1 Partners (N1Bet Nigeria) (2024-09 – 2024-11)

• Made 200+ outbound customer calls daily, beating performance targets
• Lifted conversion rates by 30% through personalized outreach

Bachelor of Science and Education in Human Kinetics & Health Education – Tai Solarin University of Education (2018-08)