Sarah Josephine Equere

Customer Experience & Public Review Analyst @ Plaude

About

I’m a Customer Support Specialist with over 5 years of experience helping global teams deliver consistent, high-quality customer service. My focus is on building scalable support systems, reducing ticket resolution times, and enhancing user satisfaction through collaboration, analytics, and process optimization. Throughout my career, I’ve worked across high-growth tech environments, contributing to support enablement, knowledge base management, and public review response strategies. At Deel, I managed internal documentation and created agent training materials that cut handling time by 18% and improved customer satisfaction by over 20%. At Busha, I led public review operations, collaborated with Product and Compliance teams, and flagged user insights that shaped product decisions. What sets me apart is my ability to work cross-functionally to ensure user needs are not just heard, but acted upon. I’m passionate about improving customer experiences and empowering support teams with the tools, documentation, and guidance they need to thrive. Let’s connect if you’re looking for someone who can elevate your support operations, improve response workflows, and drive meaningful impact on customer journeys.

Country

Nigeria

City

Lagos

Industry

Financial Services

Skill

Client Support, Reporting, SOP Development, Escalation Management, Campaign Improvement, Issue Prevention, Data Analysis, Onboarding Guidance, Resolution Time Management, First Response Time Management, Client Retention, Performance Tracking, Process Documentation, Cross-Team Liaison, Agent Coaching, KPI Review Facilitation, Customer Journey Mapping, Qualitative Research, Support Workflow Optimization, Escalation Analysis

Experience

Customer Experience & Public Review Analyst

Plaude

2024-12 - Present · 1 yr 10 mos

-Increased response accuracy and review resolution rate by 20% through improved triaging and case analysis on platforms like Play Store and App Store. -Collaborated with Marketing and Compliance, leading to a 15% improvement in workflow efficiency and turnaround time on user-facing complaints. -Acted as first-line contact for complaints on public platforms, investigating issues, and ensuring resolution in alignment with customer sentiment. -Facilitated cross-team communication between Product, Technical Support, and Customer Service to resolve escalated technical issues. -Tracked trends in user reviews and flagged product feedback to relevant departments to influence roadmap decisions. -Maintained documentation of review cases for internal auditing and resolution quality assurance.

Customer Country Support Specialist

Deel

2024-3 - 2024-10 · 8 mos

San Francisco, California, United States

-Boosted customer satisfaction by 23% in one month through rollout of country-specific annotated pay slips in the internal support base. -Reduced ticket handling time by 18% via knowledge base enhancements and team training initiatives. -Managed the knowledge base for the global customer support team, ensuring up-to-date, accessible content for agents. -Created and maintained internal courses on phishing, tax implications, and best practices to upskill agents. -Worked with Product and Compliance to integrate policy updates into agent resources. -Audited existing documents to remove outdated information and replace it with region-specific updates.

Customer Support Specialist – Payroll & People Team

Deel

2022-4 - 2023-3 · 1 yr

-Improved user satisfaction by 15% by tracking KPIs and implementing feedback-driven corrections with operational teams. -Enhanced ticket routing accuracy by 20% by analyzing escalation patterns and realigning support workflows, leading to faster issue resolution and reduced misassignments. -Conducted qualitative research to understand customer pain points and optimize journey touchpoints. -Led KPI review sessions and coached support agents, fostering better service delivery consistency. -Liaised with Success and Operations teams to align goals and standards in support of operations. -Documented team processes for compliance and performance tracking purposes.

Client Success & Onboarding Manager

Feegor

2020-6 - 2021-8 · 1 yr 3 mos

Lagos, Nigeria

-Maintained <1 hour average FRT and <6 hours resolution time, increasing client retention and satisfaction by 25%. -Preempted spoilage issues across 5 African countries by identifying distribution trends using regional data. -Guided clients through onboarding and provided continuous support to ensure adoption of services. -Collaborated with marketing teams to improve campaign responses and retention messaging. -Created SOPs for managing escalated client issues and ticket resolution tracking. -Developed reports on service efficiency and cross-functional client concerns.

Content Specialist

BellaNaija

2020-4 - 2021-8 · 1 yr 5 mos

Lagos, Nigeria

Preparing Media Content • Development of Media Strategy • Researching industry development and keeping management informed • Brainstorming for ideas on marketing strategies and working with team members • Managing the company’s online image across social meia platforms