Open to opportunities

Diamond Igwesi

@diamondigwesi

Message

I resolve complex customer and technical support issues while improving service workflows and response efficiency.

Nigeria

Message

What I'm looking for

I'm looking to apply my customer experience, CRM, and technical troubleshooting skills in a support role where I can resolve complex issues, improve workflows, and contribute to stronger first-contact resolution.

I've delivered high-touch customer support at IFECHUKS Retail Boutique, resolving complex tickets and service requests for 50+ upscale clients daily while maintaining a 94% average CSAT score.

Using Salesforce, Zendesk, and CRM tools, I managed business accounts, tracked satisfaction metrics, and streamlined multi-channel communication. This reduced average handle time from 15 to 12 minutes, a 19% improvement.

At Celetek Computers, I provide front-line technical support for hardware, software, and peripheral issues, guiding clients through clear, step-by-step resolutions. I also identify recurring issues, maintain accurate records, and escalate product defects to support better outcomes.

I'm building on this hands-on support experience through a B.Sc. in Physics and Astronomy, with coursework in Java, quantitative problem solving, and technical communication.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

Celetek Computers

Jan 2026 - Present (7 months)

Provided front-line technical support for client hardware, software, and peripheral issues, diagnosing problems and delivering step-by-step resolutions. Consulted with clients to identify needs and recommend configurations, while monitoring inquiry trends to improve first-contact resolution.

hardware troubleshooting Remote Diagnostics Customer Support Inventory Management Data Classification

Customer Support & Client Experience Specialist

IFECHUKS Retail Boutique

Feb 2023 - Dec 2025 (2 years 10 months)

Delivered high-touch support to 50+ upscale clients daily, resolving complex tickets and service requests with a 94% average CSAT score. Utilized Salesforce and Zendesk to manage accounts and streamline communications, reducing average handle time by 19%.

Zendesk Salesforce CRM Ticket Resolution Customer Satisfaction Process Optimization Trend Analysis Documentation

Education

Degrees, certifications, and relevant coursework

University of Nigeria, Nsukka

Bachelor of Science, Physics and Astronomy

Activities and societies: Relevant coursework includes Computer Programming I (Java), Quantitative Problem Solving, Advanced Mathematical Physics, and Technical English & Professional Communication.

Pursuing a Bachelor of Science in Physics and Astronomy on a part-time basis while working full-time, with expected graduation in 2028.