Nnamdi Uzoewulu
Technical Support
Summary
Technical Support Engineer with 3 years of experience in enhancing customer experience. Spearheaded the analysis and troubleshooting of complex technical issues for over 200 clients weekly, achieving a remarkable 95% satisfaction rate and enhancing the customer experience significantly across multiple touchpoints.
Overview
2026
2026
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Technical Support Representative
Apollo.io
06.2024 - Current
- Resolved 90% of Level 2 technical support tickets without the need to escalate to Engineering.
- Analyzed and categorized 350+ feedback submissions, translating customer needs into recommendations for the Product team which led to the successful rollout of user-requested features that increased engagement by 30%.
- Handled escalations and bug reports through detailed research and result validation, leading to a 40% faster response time for high-priority issues and a 15% increase in customer satisfaction scores.
Product Advocate
Apollo.io
09.2021 - 06.2024
- Spearheaded collaboration with cross-functional teams to streamline product feedback processes, resulting in the implementation of 15 targeted user suggestions that enhanced product quality and user satisfaction metrics.
- Addressed technical queries for over 200 customers weekly through email and live chat, achieving a 95% satisfaction rate as measured by follow-up surveys and increasing customer retention by 15% within three months.
- Developed an interactive FAQ resource that addressed common customer inquiries, leading to a 30% reduction in support tickets and empowering over 50 customers to resolve issues.
Technical Support Engineer Level 2
Tek Expert
03.2020 - 08.2021
- Recorded and categorized 1,200+ customer support interactions, creating a detailed repository that empowered the team to quickly resolve recurring issues, decreasing average resolution time by 15% across customer support channels.
- Processed over 20 support requests weekly for technical assistance on wide range of issues related to Microsoft Exchange, Azure Active Directory, Security, and compliance.
- Troubleshot and managed security incidents in Office 365 areas, including data loss prevention, audit logs, eDiscovery tools, and advanced threat management.
Technical Support Advocate Level 1
Tek Expert
8 2019 - 3 2020
- Engaged in active listening with over 100 customers weekly, ensuring complete understanding of requests and resolving 95% of concerns on the first interaction, enhancing customer satisfaction ratings.
- Conducted regular consultations with clients to better understand product concerns and preferences; streamlined communication processes, resulting in a 50% reduction in response time to customer inquiries and heightened customer satisfaction levels.
- Maintained 90% success rate on first-call resolutions, escalating complex concerns to SMEs to achieve necessary support.
Education
Bachelor of Science - Computer Science
University of Nigeria Nsukka
Nsukka, Enugu State, Nigeria 04.2001 -
Skills
Active Directory
Postman API
Customer Relationship Management (CRM)
Jira
Conversation rate
Email marketing
Certification
10/2020, Https://www.youracclaim.com/users/nnamdiuzoewulu/badges
Timeline
Technical Support Representative
Apollo.io
06.2024 - Current
Product Advocate
Apollo.io
09.2021 - 06.2024
Technical Support Engineer Level 2
Tek Expert
03.2020 - 08.2021
Bachelor of Science - Computer Science
University of Nigeria Nsukka
04.2001 -
Technical Support Advocate Level 1
Tek Expert
8 2019 - 3 2020
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