Shina Godwin Audu

Shina Godwin Audu Remote Customer Support Specialist PROFESSIONAL SUMMARY Remote Technical & Customer-focused Support Specialist with 7 years of experience delivering high-quality troubleshooting, remote assistance, and customer service for Microsoft 365, Windows OS, and hardware systems. Proven track record of over 98% CSAT, reducing resolution times, and leading support teams to exceed performance KPIs. Adept in using CRM platforms, ticketing systems, and remote tools to resolve issues efficiently. Recognized for strong communication skills, detail-focused, process improvement, Product-Led Growth Interaction and the ability to translate technical solutions into clear, user-friendly guidance – grounded in a reputation for integrity and professionalism. CORE TECHNICAL SKILLS • Microsoft Ecosystem: Windows 10/11, Microsoft 365 (Outlook, Word, Excel, OneDrive, Teams, Copilot) • Support Tools: Microsoft Dynamics 365, Power BI, Rave, Quick Assist, Remote Desktop, CRM & Ticketing Systems • Technical Areas: Troubleshooting, Hardware Diagnostics, Operating systems and software Installation, Tech-Savvy problem solver. • Customer Support: Incident Management, Knowledge Base Utilization, Escalation Handling, SLA Compliance, Customer Education • Leadership & Reporting: Team Supervision, KPI Tracking, Process Improvement, Coaching, Performance Reporting • Soft Skills: Detail-focused, Communication, Analytical Thinking, Time Management, Adaptability, Collaboration. PROFESSIONAL EXPERIENCE Microsoft Amplify | Gig Plus – Remote (Windows, Office, OneDrive & Copilot Support) Consumer M365 Admin Support Agent | Mar 2025 – Jun 2025 • Provided Tier 1 - 2 support for Windows, Microsoft 365 apps, OneDrive and Copilot, achieving 4.98 CSAT on a scale of 5 across customer interactions. • Managed and resolved customer issues via Microsoft Dynamics (DFM), ensuring timely follow-ups and issue resolution. • Escalated complex cases to higher-level teams, reducing average resolution time by 20%. • Documented technical solutions and contributed to internal knowledge base improvements. POD Lead – Consumer M365 Family Support | Apr 2023 – Mar 2025 • Supervised a 12-member remote support team, achieving 18% productivity increase through coaching and workflow optimization. • Utilized Power BI and Rave to monitor metrics, generate reports, and enhance SLA compliance. • Partnered with OneDrive Engineering to resolve escalations, reducing critical case turnaround by 25%. Consumer M365 Family Support Agent | May 2022 – Apr 2023 • Delivered technical support via Rave for Windows and Microsoft 365 users, achieving a 90%+ First Contact Resolution rate. • Educated users on new features, increasing tool adoption and reducing repeat issues. Del-Survive Computer Technology – Ile-Ife, Nigeria Computer Support Specialist | May 2018 – Apr 2022 • Supervised and monitored laptop inventory—tracking both sold and available stock, while providing customer service and sales support. • Diagnosed and repaired hardware/software issues for the company’s clientele daily. • Installed and configured systems for individuals and small businesses and maintained strong customer relationships through efficient service and clear communication. EDUCATION • Higher National Diploma (HND), Banking & Finance – Federal Polytechnic, Ede, Osun State | Distinction, 2016 • National Diploma (ND), Banking & Finance – Federal Polytechnic, Ede, Osun State | Distinction, 2013 ACHIEVEMENTS • Consistently ranked among the top-performing agents and POD Leads in the Consumer Line of Business, achieving exceptional CSAT scores and maintaining strong SLA compliance. • Consistently earned performance bonuses in recognition of exceptional leadership and outstanding customer service. REFERENCES References are available upon request.