Microsoft
Prince Nwoko
Phoenix,AZ
Summary
Experienced IT Support Specialist and Customer Service Representative with a strong record of resolving technical issues and providing efficient customer support. Skilled in troubleshooting problems, delivering comprehensive end-user training, and offering clear and friendly assistance. Recognized for maintaining composure in high-pressure situations and ensuring customer satisfaction.
Overview
5
5
years of professional experience
2
2
Certification
Work History
Customer Service Representative
Bakkt/Wells Fargo
10.2024 - Current
- Increased customer retention by 15% through tailored engagement and solutions
- Achieved a 95% first-call resolution rate by effectively resolving complex inquiries
- Analyzed customer data to identify recurring issues, leading to a 20% improvement in process efficiency
- Collaborated with cross-functional teams to streamline workflows, reducing response times by 20%
- Responded to customer requests for products, services, and company information.
IT Support Specialist
Pebble (watch)
05.2020 - 08.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
Education
High School Diploma -
Faith Christian School
Mesa, AZ08.2016
Skills
- Customer Retention
- Relationship Management
- CRM Platforms
- Salesforce
- Zendesk
- Data Analysis
- Reporting
- Excel
- Tableau
- Conflict Resolution
- Problem Solving
- Workflow Optimization
- Team Training
- Development
- Time Management
- Adaptability
- Complaint resolution
- System enhancement
- Wireless area networking
Certification
- Salesforce Administrator Certification, In Progress
- Google Data Analytics Professional Certificate, In Progress
- Certified customer services representative, Bakkt / Wells Fargos Oct 2024 - current.
Technicalproficiency
- Advanced Excel
- Tableau
- Salesforce
- Zendesk
Software
Operating Systems: Windows (10, 11, Server editions) macOS
Microsoft Teams
Zendesk Support
Microsoft Excel
Timeline
Customer Service Representative
Bakkt/Wells Fargo
10.2024 - Current
IT Support Specialist
Pebble (watch)
05.2020 - 08.2022
- Salesforce Administrator Certification, In Progress
- Google Data Analytics Professional Certificate, In Progress
- Certified customer services representative, Bakkt / Wells Fargos Oct 2024 - current.
High School Diploma -
Faith Christian School
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