Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

CHISOM OBIAJULU

Hamilton,Canada

Summary

Detail-oriented Technical Support Specialist with over 5 years of comprehensive experience in technical support, product management, and customer service. Dedicated to delivering exceptional customer satisfaction and adept at utilizing a broad skill set to resolve complex issues and enhance the efficiency of technology-driven operations. Personable and resourceful with strong aptitude for problem-solving and communication. Knowledgeable in troubleshooting technical issues and adept at using various software tools to resolve customer queries. Focused on delivering exceptional support and ensuring seamless user experiences.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Concentrix
08.2023 - Current
  • Diagnosed and troubleshot hardware, software and network issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Service Desk Analyst

Lululemon
01.2022 - 07.2023
  • Provided top-notch service through phone, email, and chat, addressing customer inquiries and resolving issues
  • Handled a high volume of interactions, averaging over 30 calls daily
  • Worked with team members to ensure quick and effective resolution of customer issues
  • Maintained accurate records of customer interactions and follow-ups, managing 25-30 escalations daily
  • Diagnosed root causes of issues, developed solutions, and rebuilt customer trust in the brand

Customer Service Experience Specialist

Teleperformance
11.2017 - 12.2018
  • Monitored system operations, swiftly troubleshooting errors and reporting to supervisors
  • Responded to inquiries via phone, email, and in-person regarding system use and repairs
  • Ensured each customer experienced a memorable service interaction
  • Upsold and cross-sold value-added services, boosting revenue
  • Promoted new schemes and value-added services, providing accurate and relevant information
  • Suggested software and hardware improvements to enhance system performance and reduce lag time
  • Assisted in updating technical support best practices for the team

Education

Post-Graduate Diploma - Technical Systems Analysis

Fanshawe College
London, ON
12.2023

B.Sc. - Computer Science

Redeemer's University
12.2015

Skills

  • Hardware and Software Support
  • Jira
  • ServiceNow
  • Zendesk
  • CRM
  • Printers and Office Suite
  • Customer Service
  • User Support
  • Technical issues analysis
  • Application installations
  • Ticket management
  • Training abilities
  • Teamwork and Collaboration

Certification

  • Google IT Support Professional Certificate - Google.
  • Meta Frontend Developer — Coursera.
  • Google UX Design Professional Certificate — Coursera.

Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Developing software, websites, and apps in various programming languages
  • Artificial Intelligence (AI) and Machine Learning

Timeline

Technical Support Representative

Concentrix
08.2023 - Current

Service Desk Analyst

Lululemon
01.2022 - 07.2023

Customer Service Experience Specialist

Teleperformance
11.2017 - 12.2018

B.Sc. - Computer Science

Redeemer's University

Post-Graduate Diploma - Technical Systems Analysis

Fanshawe College

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CHISOM OBIAJULU