NNEKA JOY OKOH
SUMMARY
A seasoned Technical support specialist and Tech VA with over 4 years of experience supporting clients, managing remote
operations, and leading technical support teams. Skilled in guiding users through onboarding, resolving inquiries across chat,
voice, and email, and maintaining a positive customer experience. Known for excellent communication, organization, and a
proactive approach to problem-solving in fast-paced, cross-functional environments.
EXPERIENCE
Digital Witch Support Community, Technical Support Team Lead (Intern)
Feb 2024 - Jul 2025
Led a remote team of support specialists, providing daily coaching and quality reviews.
Assisted with onboarding new users and guiding them through setup and troubleshooting.
Analysed support data to identify trends and recommend process improvements.
Ensured timely resolution of escalated cases, maintaining a 90%+ QA satisfaction rate.
Elite Tech Fusion Inc., Administrative Assistant
Nov 2023 - Aug 2025
Provided administrative and client support for technical operations.
Managed communication via Gmail, Slack, and Docs, ensuring smooth internal coordination.
Assisted with customer onboarding and documentation management.
Speedy Venture, Real Estate Virtual Assistant
Jun 2023 - Nov 2023
Handled client onboarding and communication across phone and email.
Scheduled appointments, tracked records, and managed CRM data.
Maintained professionalism while addressing customer concerns promptly.
Administrative Assistant (Various Roles)
2019 - 2023
Supported company operations, organized reports, and managed communication channels.
Enhanced workflow efficiency by implementing structured documentation and feedback systems.
EDUCATION
Enugu State University of Science and Technology (ESUT)
Bachelor of Science • Computer Science • 2011 – 2015
PROJECTS
HIPAA-3TIER-APPLICATION-DEPLOYMENT
CLOUD-NATIVE BANK APP PROJECT
SKILLS
Customer Experience & Onboarding • Team Leadership & Coaching • CRM Tools (Zendesk, Salesforce, Freshdesk) •
Google Workspace (Docs, Sheets, Gmail, Calendar) • Email, Chat & Voice Support • Process Documentation • Data
Entry & Quality Assurance • Problem Solving & Conflict Resolution • Strong Written and Verbal Communication • Task
Prioritization & Time Management
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