Open to opportunities

Chinemerem Nwakudu

@chinemerem

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A vibrant, talented and industrious aspirant looking to add value to your business.

Nigeria

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What I'm looking for

I am looking for a role that values collaboration, innovation, and continuous improvement.

I have over 3 years in customer facing roles and nearly 2 years in Support quality assurance. I was able to support customers to troubleshoot and resolve issues in Microsoft 365 suite to achieve customer satisfaction. I was able to improve my previous teams CSAT from 162 to 191 in the space of 2 months. I moved on to Quality Assurance role where I coached teams and ensured compliance with standards and policies.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst/Lead

Current

Rabit Consulting

Jul 2023 - Present (1 year 10 months)

As a Technical Support Analyst/Lead, I analyze and audit communications by engineers, providing feedback for continuous improvement. I identify quality metric gaps and implement improvement plans within the team.

Call Analysis Quality Team Leadership Continuous Improvement

QA - Compliance Specialist

Tek Experts

Jun 2023 - Jul 2023 (1 month)

In my role as a QA - Compliance Specialist, I conducted comprehensive audits across global business sites, ensuring compliance with quality metrics and policies. I collaborated with stakeholders to provide actionable insights for improved business strategies.

Auditing Quality Cross Functional Collaboration Root Cause Analysis Stakeholder Engagement

Quality Analyst

Tek Experts

Mar 2023 - Jun 2023 (3 months)

As a Quality Analyst, I analyzed support interactions, identified gaps in performance, and provided targeted feedback to support engineers to drive continuous improvement in service quality.

Quality Analyst Performance Feedback Coaching Support Ticket Evaluation

Technical Support Engineer/Team Lead

Tek Experts

Oct 2020 - Mar 2023 (2 years 5 months)

I delivered advanced technical support for Microsoft 365 issues, administered cloud services, and collaborated with technical teams to enhance support efficiency and customer satisfaction.

Technical Support Cloud Services Customer Satisfaction

Data and Marketing Support Executive

Pairview Solutions Limited

Jun 2019 - Oct 2020 (1 year 4 months)

In this role, I monitored computer systems, extracted and analyzed data for marketing support, ensuring data integrity and relevance.

Data Analysis Marketing Support Data Extraction System Monitoring Data Cleaning

Education

Degrees, certifications, and relevant coursework

Covenant University

Bachelor of Engineering, Electrical and Electronics Engineering

2013 - 2019

Grade: Second class (upper division) - 2.1

Studied Electrical and Electronics Engineering, focusing on the principles of electrical systems, electronics, and their applications in various industries.