Position: Customer Service Representative
Category: Support
English level: fluent
Years of experience: 4


I am a support professional with over 5 years of experience, providing customer support in the Telecommunications and IT industries. As part of the Microsoft Azure Support Team, I have been able to develop a keen eye for details and the ability to connect to customers and provide them with great value thus ensuring maximum customer satisfaction. My greatest asset is my ability to easily learn and adapt to new technologies and innovations within a short space of time.
Experience
2020 Feb -	Queue Manager /Technical Support Engineer L2 (Azure
Present	Subscription Management)
	Microsoft Azure Support Team, Lagos – Nigeria
•	Monitoring the queues and assigning the incidents before missing SLA Response time. using Servicedesk, DFM, and case buddy.
•	Assigning tickets to respective Support Engineers according to required skills sets and out-of-scope tickets to Service Desk/Other Teams
•	Tracking a high number of repeated incidents and relating to Parent incidents.
•	Daily Report on Incidents/Change/Problem tickets and SLA status
2018 Apr - 	Technical Support Engineer L1 (Azure Subscription Management)
2020 Jan	Microsoft Azure Support Team, Lagos - Nigeria.
•	Communicating with customers via emails(Microsoft Outlook) and phone calls(Avaya and Microsoft teams).
•	Addressing individual concerns and issues of customers.
•	Liaising with numerous internal teams when needed.
•	Training new employees on Azure’s supportability and processes.
•	Providing timely updates to multiple customers daily.
2016 Mar - 	Contact Center Agent
2017 Sep	Airtel Nigeria, Lagos – Nigeria
•	Keeping customers up to date on products and service information using CRM and Ameyo.
•	Addressing customer complaints and escalating issues for final resolution