Skills
Customer Experience Specialist with 53years’ experience in SaaS and IT support. Skilled in resolving technical issues with a 93%
resolution rate, delivering outstanding service via email, chat, and phone, and collaborating with product and engineering teams.
Proficient in tools like Zendesk, Crisp, Rave, and Slack, with a strong grasp of CRM systems and digital productivity tools. Committed
to customer success and operational efficiency.
About
Technical Support Advocate, Tek Knowledge ( formerly Tek-Experts), Lagos. (Hybrid)
• Delivered cross-platform support for Microsoft 365 to a global B2B customer base, resolving over
2,000 issues.
• Specialized in Windows/Mac OS configurations, software installations, and license activations,
achieving 99% SLA compliance.
• Provided step-by-step resolutions for system-level errors and escalated critical bugs via internal
Microsoft tools.
• Documented technical cases in CRM, reducing follow-up time by 20% and improving team efficiency.
• Educated customers on best practices and preventive actions, improving user confidence and
reducing repeat tickets.
Profile Photo
