Open to opportunities

Emmanuel Akerele

@emmanuelakerele

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Technical support engineer with expertise in CRM systems and troubleshooting.

Nigeria

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What I'm looking for

I am seeking a role that values customer satisfaction and offers growth opportunities in technical support.

I am a dedicated technical support engineer with extensive experience in remote support and CRM systems. My journey has equipped me with the skills to provide exceptional service to a diverse global clientele. I excel in environments that demand quick thinking and adaptability, ensuring high customer satisfaction through effective communication and problem-solving.

Throughout my career, I have successfully managed various technical support roles, including my recent position at Preply, where I achieved a 95% customer satisfaction score. I have a proven track record of implementing efficient support workflows and enhancing team productivity. My technical expertise spans across Microsoft Office 365 administration, CRM tools, and troubleshooting, allowing me to deliver top-tier support and drive operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Preply

Oct 2023 - Present (1 year 9 months)

Provided real-time support via Intercom for a global user base, resolving complex customer issues and collaborating with cross-functional teams to optimize workflows. Achieved a 95% customer satisfaction score.

Support Intercom Customer Satisfaction Collaboration

Customer Support Engineer

Nomad Internet

Oct 2023 - Jun 2024 (8 months)

Provided top-tier technical support for home internet services, troubleshooting modem solutions and driving increased sales. Utilized CRM tools to track and resolve customer queries while analyzing trends in customer behavior to enhance services.

Technical Support CRM Customer Service Troubleshooting Internet Modems

Technical Support Engineer

Netcom Africa Limited

Dec 2021 - Sep 2023 (1 year 9 months)

Configured, installed, and supported Apple devices while managing network servers and technology tools. Troubleshot ERP-related hardware and software issues, ensuring efficient user access and service call management.

apple Network Management ERP Troubleshooting

Microsoft Customer Support Engineer

GigMos India

Jun 2021 - Aug 2021 (2 months)

Managed roles and services within the M365 environment, implementing PowerShell for automation and ensuring optimal functionality of Microsoft Exchange infrastructure. Configured mail-flow rules and resolved daily issues.

PowerShell Mail Flow Configuration

Microsoft Customer Support Engineer

TekExperts Nigeria

Oct 2019 - Apr 2021 (1 year 6 months)

Optimized incident management and capacity management solutions, enhancing response efficiency and operational assessments. Provided detailed technical reports and feedback for process improvement initiatives.

Incident Management Tech Reporting Process Improvement Operational Assessment Processes