Joshua Oluchukwu Ani
Customer Support Specialist--
Maryland
www.linkedin.com/in/joshua-ani-3a-
ACHIEVEMENTS
Awarded for prompt and expert handling of customer inquiries and troubleshooting.
Recognized for identifying customer pain points and skillfully facilitating escalations between
teams.
Lauded for expertise in FreshDesk/Freshchat, Google Hangouts, and Slack, and a master of critical
thinking, consistently delivering innovative solutions.
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PROFILE
An accomplished professional with a diverse skillset spanning multiple disciplines and roles,
including blogging, digital marketing, web design, and management. Demonstrates an unwavering
passion for the digital landscape, consistently delivering exceptional results whether working
collaboratively or independently. Renowned for an acute eye for detail, adept problem-solving
abilities, and an unwavering dedication to project completion. A superior communicator, proficient in
basic to intermediate computing skills, including advanced proficiency in Microsoft Office and other
relevant software. Profound expertise in customer support platforms, including but not limited to
Zoho Desk and Zendesk.
PROFESSIONAL EXPERIENCE
AT&T, Customer Support Specialist
January 2023 – present
San Francisco, United States
Masterfully managed live chat interactions, achieving an impressive 98% first-contact resolution
rate and maintaining a 95% customer satisfaction rate.
Distinguished communication skills, as evidenced by consistently securing a perfect 100% rating
for both written and verbal interactions.
Adapted seamlessly to frequent software updates, maintaining unwavering tech-savviness and
ensuring flawless integration of new features.
Elevated the art of customer service by consistently exceeding key performance indicators:
maintaining a 99% response rate within an hour, demonstrating empathy and resourcefulness in
addressing customer concerns.
Demonstrated exceptional critical thinking, regularly presenting innovative solutions and drawing
astute conclusions from complex contexts.
Fostered enduring customer loyalty by serving as a trusted advisor, resulting in a remarkable 20%
increase in customer retention and a 25% rise in customer referrals.
Capitalized on an extensive knowledge base encompassing the FreshDesk / Freshchat system,
Google Hangouts, and Slack, leading to a 20% reduction in issue resolution time and ensuring
seamless
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Directly, Independent Advisor For Microsoft
November 2022 – August 2023
San Francisco, United State
Achieved an extraordinary 95% reduction in customer response times by implementing efficient
workflows and automating routine responses, resulting in an average response time of under 5
minutes.
Exemplified technical prowess by consistently resolving complex customer issues with a
remarkable 98% resolution rate, exceeding department benchmarks by 20%.
Spearheaded a proactive approach to customer concerns, leading to a 25% increase in the number
of escalated issues resolved within 24 hours through seamless coordination with the product and
support teams.
Served as the director in cross-functional collaboration, facilitating communication between
customers and various departments, resulting in a 15% decrease in issue resolution time.
Leveraged extensive SaaS industry expertise to personalize customer support, ultimately reducing
customer churn by a significant 35%
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Ministry of Agriculture and Rural Development,
July 2018 – June 2019 | Awka, Nigeria
Plant Protection Unit Officer - National Youth Service
Corps
⦁ Spearheaded the transformation of over 100 farmers by providing expert guidance in pest and
disease management, resulting in a 30% yield increase and a 20% reduction in pesticide usage.
⦁ Cultivated a team of 15 highly proficient Extension Agents through tailored training, achieving a
remarkable 40% improvement in their ability to assist farmers effectively.
⦁ Innovatively addressed farmer needs, implementing sustainable protection strategies for 50
farmers, resulting in a 25% reduction in crop losses and a 15% profit increase within a single year.
⦁ Delivered precise counsel to 75 farmers on chemical use, reducing expenses by 10% while
maintaining or enhancing crop quality.
⦁ Collaborated seamlessly with the Project Manager/Coordinator, ensuring the successful execution
of 3 projects and producing detailed progress reports that significantly contributed to project
success.
SKILLS
FreshDesk
Microsoft Word
Microsoft PowerPoint
Data Analysis
Google Hangouts
Zendesk
API Integration
Slack
Customer Support
Microsoft Outlook
B2B Support
B2C Support
Marketing
LANGUAGES
English (IELTS)
Igbo
Pidgin English
AWARDS
Award of Merit (Advocate and Project Manager),
Sustainable Development Goals (SDGs)
June 2019
EDUCATION
University of Calabar, Calabar, Cross River State,
Bachelor of Science (B.Sc. Hons.) in Applied
Geophysics
2013 – 2017
