FIDELIS HOPE
CUSTOMER SERVICE REPRESENTATIVE
FESTAC,LAGOS
Summary
A dynamic and results-driven Technical Customer Support Engineer with a passion for helping people with experience using CRM systems like Microsoft Teams, DFM, CRM, and Slack to deliver prompt, efficient service. Consistently rated 5 stars by 90% of customers, improved customer satisfaction to 95% across all interactions. Adept at driving customer retention initiatives and proficient in B2B, SaaS support, and customer service.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Technical Support Engineer (MS 365)
Tek Experts
Festac, Lagos
11.2023 - Current
- Provide expert assistance to end users, system administrators, and solution integrators through various channels including DFM ticketing system, phoning system and emails.
- Provide solutions to customer inquiries by offering details regarding client products and services.
- Utilize technical documentation to diagnose and troubleshoot customer needs, providing guidance on issue resolution and setting appropriate expectations through open communication.
- Document all cases thoroughly, including queries, process steps, and resolutions, in accordance with prescribed protocols.
- Apply specialized technical knowledge of Microsoft 365 suite (Identity, Exchange, SharePoint, OneDrive and related services) to identify and implement remediation steps for complex issues
- Collaborate between departments to troubleshoot, develop and improve satisfaction while fostering a great customer experience.
- Ensure adherence to customer commitments, prescribed protocols, and processes throughout the support process.
- Constantly get feedback and reviews from customers after every support for self evaluation and improvements.
Technical Field Support Associate
NOMBA (Formerly Kudi)
Apapa, Iagos
08.2023 - 10.2023
- Provided hybrid customer support, offering both remote assistance and on-site troubleshooting for POS (Point of Sale) systems
- Maintained customer records, tracked support tickets, and managed customer interactions using Zoho CRM and Slack.
- Managed customer relationships by effectively communicating with clients to understand their needs and address any concerns
- Utilized 3CX for telephony solutions, including managing customer support calls and providing assistance as needed
- Developed business opportunities by recommending additional products or services to enhance the client's POS system.
Technical Support Officer (Hybrid)
Global Accelerex Limited
Owerri, Lagos
03.2021 - 07.2023
- Inbound and outbound support calls.
- Diagnosed and resolved technical issues related to POS hardware, such as terminals, printers, card chips and more.
- Assisted customers with POS system installations, configurations, and upgrades, ensuring smooth operation remotely.
- Collaborated with customers and internal teams to identify and implement solutions to recurring technical issues
- Documented support activities, including customer interactions, troubleshooting steps, and resolutions, in CRM ticketing system
- Maintained high level of customer satisfaction through prompt and effective resolution of technical issues and proactive communication.
- Customer retention through fostering great support experience and great communication.
- Managed approximately 15 incoming calls, emails and faxes per day from customers.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
Customer Support Officer
Guaranty Trust Bank
Lekki, Lagos
02.2022 - 02.2023
- Conducted training sessions for customers on newly introduced supplementary products within the Point of Sale (POS) and digital banking system.
- Actively engaged in customer outreach initiatives in remote regions, promoting Agent banking services, assisting in the account opening process, and facilitating POS requests
- Monitored the usage of the bank's POS terminals by customers, intervening when necessary and providing support as required
- Maintained and serviced POS equipment to ensure efficient repair and minimize downtime, while prioritizing customer satisfaction
- Executed routine maintenance tasks and responded promptly to customer requests, delivering optimal support, revenue generation and customer retention.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Utilized data-driven insights to identify patterns in customer inquiries, allowing for more effective resource allocation within the support team.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Education
Bachelor of Science - Computer And Information Sciences
Bestower International University
Benin Republic 01.2021 - 10.2023
HND - Quantity Surveying
Federal Polytechnic Nekede
Imo State 01.2017 - 11.2019
OND - Quantity Surveying
Federal Polytechnic Nekede
Imo State 10.2014 - 11.2016
Skills
Outstanding communication skills both Active listening, verbal and written
Customer Satisfaction, Rapport and Retention
Phone and email etiquette
Adaptability, Emotional intelligence, Tenacity,Collaboration and Team work
Microsoft 365 Proficiency
Troubleshooting, Technical proficiency, Problem-Solving Abilities and Escalation management
Client and customer data protection and compliance
Artificial intelligence usage(ChatGpt & Copilot)
Goal oriented and personal development
Service Level Agreement Compliance
References
Available upon request
Accomplishments
Increased overall customer satisfaction to 95% through effective communication and timely issue resolution.
Played a pivotal role in driving customer retention, thereby contributing to increased revenue growth.
Certification
ITIL 4 FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT
Timeline
MS 102 EXAM PREP: MICROSOFT 365 ADMINISTRATOR
10-2024
ITIL 4 FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT
08-2024
Technical Support Engineer (MS 365)
Tek Experts
11.2023 - Current
Technical Field Support Associate
NOMBA (Formerly Kudi)
08.2023 - 10.2023
Customer Support Officer
Guaranty Trust Bank
02.2022 - 02.2023
Technical Support Officer (Hybrid)
Global Accelerex Limited
03.2021 - 07.2023
Bachelor of Science - Computer And Information Sciences
Bestower International University
01.2021 - 10.2023
HND - Quantity Surveying
Federal Polytechnic Nekede
01.2017 - 11.2019
OND - Quantity Surveying
Federal Polytechnic Nekede
10.2014 - 11.2016