Akinsulure Ebenezer

AKINSULURE EBENEZER Indianapolis, IN, 46254 | - |- Objective Dedicated and experienced customer service and technical support professional with a strong track record of resolving customer issues and ensuring satisfaction. Skilled in troubleshooting technical problems, managing customer interactions, and utilizing CRM tools. Seeking a remote position in a Business Process Outsourcing (BPO) firm where my expertise will enhance operational efficiency and customer retention. Key Skills - Customer Support and Relationship Management - Technical Troubleshooting and Problem-Solving - Proficiency in Microsoft Office Suite and Google Workspace - CRM Tools: Salesforce, Zendesk, Freshdesk - Remote Collaboration Tools: Slack, Zoom, MS Teams - Conflict Resolution and Multitasking - Time Management and Communication Skills Professional Experience Technical Support Specialist Dell Technologies | Round Rock, TX |- - Provided Tier 1 and Tier 2 support for consumer and business clients, resolving hardware, software, and network issues. - Maintained a 96% customer satisfaction rating by resolving tickets promptly and effectively. - Assisted in documenting processes and developing knowledge base articles to streamline future support. - Conducted remote troubleshooting sessions using tools like TeamViewer and AnyDesk. Customer Service Representative AT&T Customer Care Center | Dallas, TX |- - Delivered exceptional customer support to resolve billing inquiries, service disruptions, and technical issues. - Consistently achieved top 10% performance ranking for customer satisfaction metrics. - Trained and mentored new employees, improving team efficiency and onboarding processes. - Used Salesforce CRM to document interactions and manage follow-ups. Technical Support Engineer Comcast | Indianapolis, IN |- - Provided on-site and remote support for residential and business customers experiencing connectivity issues. - Assisted in the setup and maintenance of routers, modems, and other networking equipment. - Successfully reduced average resolution time by 20% through effective troubleshooting techniques. - Collaborated with cross-functional teams to address recurring technical issues and improve services. Education High School Diploma George Washington Community High School | Indianapolis, IN | Graduated: 1984 Professional Development - Completed AT&T Technical Support Training Program (2011) - Comcast Customer Service Excellence Training (2006) Achievements - Recognized as 'Top Performer' at Dell Technologies for three consecutive years -). - Improved first-call resolution rates by 15% during tenure at AT&T. - Received 'Excellence in Service' award from Comcast in 2008. Technical Skills - Operating Systems: Windows, macOS, Linux - Networking: Basic knowledge of TCP/IP, DNS, DHCP, and VPN configuration - Software: Microsoft Office Suite, Google Workspace, Salesforce, Zendesk Languages Fluent in English Availability - Fully authorized to work in the United States. - Available for full-time remote positions.