Oghenetega Etowe

OTEGA ETOWE - |-|Linkedin – Oghenetega Etowe PR O FI L E SUMMARY Engaging customer support professional, dedicated, resourceful, and empathetic, with a strong interest in business development, delivering excellent customer service, and product management. I am a self-motivated individual, driven by performance and achievement, and I bring extensive experience in providing comprehensive customer support. SOFTWARE & COMPETENCIES  Customer experience delivery  Client Relations and Retention  stakeholders Management  Great team player and Collaboration skills  Problem Solving and DecisionMaking Skills  Slack       Excellent Communication Skills Documentation and Report Writing Skills. Zendesk Monday.com Jira Microsoft/Google suite RELEVANT WORK EXPERIENCE Level 2 Azure Billing & Subscription Support Engineer (Microsoft Azure) 2021 – present TEK Experts, Nigeria  Suggest subscription and billing solutions to customers tailored to their usage patterns for optimization.  Collaborate with the Quality Assurance team to analyze customer reviews and offer recommendations to the product team.  Investigate, troubleshoot, and resolve complex issues related to Microsoft subscriptions.  Act as a point of contact for new engineers during their nesting period, providing guidance and support.  Elevated customer retention by delivering global support to Microsoft Azure customers on Azure subscriptions, billing, and general inquiries.  Collaborated globally with product and engineering teams to address escalated issues.  Documented technical processes and research, facilitating the smooth transfer of support tickets across regions. Level 1 Azure Billing & Subscription Support Engineer (Microsoft Azure) 2018 – 2021 TEK Experts, Nigeria.  Maintained comprehensive documentation for all cases, including queries, process steps, and resolutions, adhering to customer commitments, prescribed protocols, and processes.  Lead the provisioning process for new customers on the Microsoft Azure cloud.  Interacted with customers in the United States and Europe via phone, email, and chat, ensuring compliance with Service Level Agreement (SLA).  Drove the delivery of an excellent customer service experience, resulting in a 120% increase in closure rates.  Maintained customer relationships and conveyed feedback to the product team, contributing to overall customer experience improvements and proactive resolution of identified customer satisfaction concerns. Customer Service Representative 2017 – 2017 Access Bank, Nigeria (Strategic Outsourcing)  Assisted customers in registering Bank Verification Numbers (BVNs), mobile applications, and ATM cards.  Informed customers about the availability of ATM cards through phone and email notifications.  Generated and organized weekly reports using Microsoft Excel for tracking the stock and distribution of ATM cards.  Revamped and improved the delivery of outstanding customer support by providing current account information upon request and escalating issues when required.  Participated in a training session focused on data protection policies. Client Support Representative 2015 – 2016 Medismarts Ltd,Nigeria.  Conceived and crafted bidding proposals.  Conducted client presentations and.  Handled customer inquiries over the phone.  Maintained a positive, empathetic, and professional demeanor with customers.  Analyzed and provided feedback on the efficiency of the customer service process.  Planned, executed, and concluded sales with hospitals to boost revenue generation for the business. ADDITIONAL TRAINING  Scrum Fundamentals Certified (SFC)  Certified Scrum Master (CSM)  Certified Scrum Product Owner (CSPO)  Certified Service Delivery Professional | Service Quality Institute (USA)