Open to opportunities

Denis Okonkwo

@denisokonkwo

Message

I resolve Microsoft 365 customer issues and improve support experiences across channels.

Nigeria

Message

What I'm looking for

I'm seeking to leverage my customer support expertise and problem-solving skills to drive service excellence and progressive change, with a strong focus on customer experience, issue resolution, and exceeding performance expectations.

I've resolved more than 1,000 Microsoft 365 support tickets at Teknowledge, helping end users and system administrators across Windows and macOS through phone, email, and live chat.

I consistently meet SLA targets and maintain above-target CX metrics across CSAT, FCR, response time, and quality. I document interactions accurately, collaborate with SMEs and technical leads on complex incidents, and deliver remote product walkthroughs and user training to reduce repeat inquiries.

Previously at Outcess Nigeria Limited, I managed customer inquiries, resolved escalated cases, and provided clear product and service information that supported retention and a stronger user experience.

I'm focused on customer experience, practical problem-solving, and delivering customer-centric solutions in remote and cross-functional environments.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Teknowledge

Sep 2023 - Jul 2026 (2 years 10 months)

Resolved 1000+ customer support tickets related to Microsoft 365 functionality across Windows and macOS devices. Achieved and maintained CX performance metrics above target levels and delivered timely solutions within defined SLA targets.