Position: Customer Support/Technical Support
Category: Support
English level: fluent
Years of experience: 6

1. Improved customer satisfaction by 12% in the first year as shown by the annual customer perspective survey. I achieved this using feedback surveys and presented them as recommendations for service improvements.
2. Explicitly resolved and escalated over 140 tickets daily during the work from home working posture from February 2020 to July 2021.
3. Organised and delivered training for new and existing software to over 350 users , in person and remotely.
4.Streamlined customer service delivery operations by identifying bottle necks, then creating and managing documentation necessary to support and improve work processes.
5. Successfully managing over 200 customer accounts effectively and simultaneously.
6. Introduced and implemented a new CMS System, this reduced the time used in retrieving customer information and increased service delivery and issue resolution times.
7. Championed the support of over 600 users during account migration from on-premises to cloud. Ensured I went above and beyond when users had requests or experienced technical issues.
I am a high achieving and result driven individual that can bring more than 6 years of customer and technical support experience. I have worked in two different industries, with a tech startup and a non-governmental organisation in Abuja, Nigeria. In both positions, I was fully involved in customer facing roles, I helped answer technical questions that customers asked and made prompt and resilient efforts to action requests or resolve incidents while employing service empathy.
I have always had a talent and skill working with people from highly diverse backgrounds and I apply that in my technical support activities and customer service delivery. My problem solving skills and commitment to helping others make me a suitable fit for any Technical and Customer Support roles. 
In Icarrygo.com, an online E-commerce tech start-up, I was the first point of contact for customers who experienced issues using our SaaS. I troubleshooted and resolved issues via email, calls, live-chat agent and other remote and collaboration tools. In my current role as a Senior Technical Support Officer, I update customer support documentation, internal knowledge base and gather customer feedback on services which I use to provide improvement recommendations to relevant management teams.
I have an extensive technical background in IT, software and cloud support, working with CRM/ticketing systems and remote/collaborative tools.
I am confident that I could find success in helping improving any organisations customer support delivery.