Open to opportunities

David Nnorom

@davidnnorom

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Dynamic Technical Support Specialist with over a decade of experience.

Nigeria

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative environment.

I am a dynamic and results-driven Technical Support Specialist with over a decade of experience in customer service, IT support, and sales management. My expertise lies in troubleshooting complex technical issues and driving operational efficiency while delivering top-tier customer satisfaction. I have a proven track record of improving ticket closure rates significantly, including a 65% improvement in my current role at Owl Labs.

Throughout my career, I have collaborated with cross-functional teams to identify product improvement opportunities and enhance customer experiences. My ability to train partner engineers and provide advanced technical support for integrations and large-scale deployments has been recognized as a key asset. I am committed to exceeding performance goals and leveraging my technical acumen to build customer loyalty.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Owl Labs

Aug 2023 - Mar 2024 (7 months)

Dynamic Technical Support Specialist with over a decade of experience in IT support and customer service. Improved ticket closure rate by 65%, provided advanced technical support, and trained partner engineers on product usage. Recognized for exceptional communication skills and commitment to customer satisfaction.

Technical Troubleshooting Customer Success Management Salesforce Service Cloud Technical Documentation Performance Metrics Mentorship

Technical Support Specialist

Lenkeys Global Services

Mar 2021 - Apr 2023 (2 years 1 month)

Technical Support Specialist with a focus on diagnosing and resolving software, network, and hardware issues. Enhanced system functionality and availability, improved ticket closure rate by 50%, and documented technical resolutions for knowledge transfer.

Technical Troubleshooting Customer Support CRM Systems Escalation Management Technical Documentation Team Collaboration Mentorship Process Improvement

Sales Customer Service Manager

Chelis Bookazine Limited

Jun 2018 - Jun 2021 (3 years)

Sales Customer Service Manager who spearheaded sales strategies and improved closure rates by 60%. Directed sales and support teams, designed training programs, and monitored KPIs to enhance customer engagement and satisfaction.

Sales Strategy Development Customer Engagement Team Leadership KPIs Customer Satisfaction

Sales Customer Service Representative

Literamed Publications Nigeria Limited

Jan 2016 - Jun 2018 (2 years 5 months)

Sales Customer Service Representative who improved sales closure rates by 50%. Prospected leads, maintained CRM databases, and collaborated across departments to ensure seamless customer experiences.

Sales Prospecting CRM Management Sales Growth Customer Engagement Communication Skills

Network Administrator

Blotech Communications

Jul 2015 - Jan 2016 (6 months)

Network Administrator responsible for configuring and maintaining secure LAN/WAN networks. Improved ticket closure rate by 70% and implemented advanced security measures while mentoring junior IT staff.

Security Troubleshooting Documentation Mentorship Vulnerability Assessment IT Support

Technical Support Engineer

Center for Creative Development Strategies

Jan 2014 - Jul 2015 (1 year 6 months)

Technical Support Engineer who managed escalations and resolved customer-reported issues. Improved ticket closure rate by 60% and created knowledge bases for efficient issue resolution.

Technical Support Escalation Management Customer Feedback Performance Metrics Customer Satisfaction Technical Documentation

IT Support Specialist

Nielsen

Dec 2012 - Jan 2014 (1 year 1 month)

IT Support Specialist focused on monitoring system performance and providing end-user support. Improved ticket closure rate by 60% and contributed to infrastructure projects.

System Monitoring User Support IT Infrastructure Projects Technical Troubleshooting Network Security Process Optimization Customer Support Documentation

Customer Service Representative

Blotech Communications

Jun 2010 - Dec 2012 (2 years 6 months)

Customer Service Representative who provided onboarding support and tailored success strategies. Improved ticket closure rate by 50% and supported retention efforts through proactive engagement.

Customer Onboarding Support Customer Engagement Retention Upselling Communication Skills Customer Satisfaction Team Collaboration