Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Philip Umunnakwe

Customer Support Specialist

Summary

Diligent Customer and Technical Support specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Deel Inc.
08.2024 - Current
  • Holding high levels of professionalism and Deel product knowledge.
  • Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience
  • Efficiently work through tickets via voice calls, live chats, email and social media channels
  • Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers.
  • Open communication with internal team members and business operations to help optimize and support workflows
  • Specialize in different account topics and become a subject matter expert Communicating with customers through various channels (includes, but not limited to chat, email, phone, hangouts etc).
  • Processing orders, forms, applications, and requests.
  • Deliver efficient troubleshooting and query resolution.
  • Identify, qualify and overcome customer objections.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Providing feedback on the efficiency of the customer service process.
  • Meet deadlines in a fast paced environment.
  • Manage and exceed multiple performance related targets.
  • Participate in on-going product training and process upskilling.

Business Support Specialist

Microsoft GIG + for Upwork
05.2023 - 03.2024
  • Drove Product Led Growth and increased product usage of subscribers.
  • Leveraged on Artificial Intelligence tools like Co-Pilot to address customer technical needs for their small and medium-sized businesses.
  • Gathered customer insights and shared feedback and learnings with Microsoft.
  • Kept up-to-date with the latest updates and enhancements to Microsoft 365, and communicated these changes to customers as appropriate.
  • Collaborated with other technical support engineers and cross-functional partners to resolve complex technical issues.
  • Documented technical issues and solutions in a knowledge base for future reference.

Remote Technician

Far Out Solutions
10.2022 - 05.2023
  • Resolved an average of 7 calls per day, and provided remote support to over 700 clients.
  • Handled 150+ service request tickets per month using remote desktop and ticketing tools such as Datto RMM, Any Desk, and Autotask.
  • Completed onboarding of all new employees from the client site, which included performing a hands-on audit for each new employee, and remotely installing and configuring required software and hardware.
  • Threat Management and Investigation of alerts. Blocking and deleting of suspicious emails from unknown senders, phishing emails using Office 365 Vade.
  • Report and documentations.
  • Knowledge Base Creations

Technical Support Engineer Level 2

Tek Experts
05.2019 - 08.2021
  • Provided technical support to customers via telephone, chat, email, and electronic services such as remote troubleshooting, resulting in customer satisfaction scores of over 90%.
  • Fully supported Microsoft 365 customers in the North American region (NOAM) and Europe, Middle East & Africa; 95% of calls were resolved within the first contact, and 70% of the escalated cases were resolved within 24 hours.
  • Developed high-end solutions, tasks automation, and configuration management system using PowerShell.
  • Full participant in Tek Business Continuity Plan during the COVID-19 pandemic.
  • Among the first team in the Enterprise space to meet the cumulative KPI after Go-Live.
  • Best collaborative technical support engineer in my team.
  • Pioneer team member for Office 365 Consumer Support.

IT Support Engineer

Union Bank of Nigeria Limited
03.2016 - 03.2019
  • Regional support for six branches of the bank.
  • Achieved a 15% reduction in incoming call tickets taking an average of ten minutes resolution time.
  • First-line support and troubleshooting of IT-related problems from in-house software to hardware for over 100 employees.
  • Provided IT Help Desk support for the offices of the Chairman/GMD, Executive Board of Directors, and top management of the bank.
  • Troubleshooted and resolved hardware, software, and network issues pertaining to the bank’s internal systems.

Education

Agricultural Engineering - Second Class Upper Division Honors

Federal University of Technology
Owerri, Imo
06.2013

Skills

Customer service excellence

Time management

Live chat support

Ticket management

Problem-solving

Help desk support

Technical troubleshooting

Team collaboration

Multitasking and organization

Issue troubleshooting

Service ticket management

Remote technical support

Certification

ISC2 Certified in Cybersecurity, Microsoft Certified Trainer H488-9033, Microsoft Teams Administrator H487-7101, Remote Work and Virtual Collaboration Professional

Timeline

Customer Support Specialist

Deel Inc.
08.2024 - Current

Business Support Specialist

Microsoft GIG + for Upwork
05.2023 - 03.2024

Remote Technician

Far Out Solutions
10.2022 - 05.2023

Technical Support Engineer Level 2

Tek Experts
05.2019 - 08.2021

IT Support Engineer

Union Bank of Nigeria Limited
03.2016 - 03.2019

Agricultural Engineering - Second Class Upper Division Honors

Federal University of Technology

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Philip UmunnakweCustomer Support Specialist