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Esther Adegoke

@estheradegoke1

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I resolve Azure and customer support issues while improving SLA compliance, CSAT, and resolution speed.

Nigeria

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What I'm looking for

I'm looking for a role where I can resolve complex customer and cloud support issues, improve SLA and CSAT outcomes, collaborate with technical teams, and continue growing my Azure, automation, and development skills.

I'm currently supporting Microsoft Azure customers through Tek Experts, resolving API Management, Cloud Service, and Resource Manager cases across phone, email, and chat.

I've resolved 85% of assigned Azure cases within SLA, improved CSAT by 40%, and reduced incident resolution time by 30% through troubleshooting and root-cause analysis. I also manage escalations, collaborate with engineering teams, and create troubleshooting documentation.

Before Azure support, I managed customer service at SystemSpecs and supported retention at Multichoice Nigeria, handling complaints, escalations, CRM records, follow-ups, and first-contact resolution. My work centers on giving customers clear next steps and keeping service delivery reliable.

I'm also building my development skills through the Women Techsters Fellowship, working with HTML, CSS, JavaScript, React, Node.js, Express.js, SQL, Git, and GitHub.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer II (Azure)

Current

Tek Experts

May 2024 - Present (2 years 4 months)

Resolved 85% of Azure API Management, Cloud Service, and Resource Manager cases within SLA, improving CSAT by 40%. Delivered technical support via phone, email, and chat, achieving strong First Call Resolution and reducing repeat contacts.

Azure API Management Cloud Services Resource Manager SLA Management Customer Satisfaction First Call Resolution Ticketing Systems Escalation Management Technical Documentation Troubleshooting Root Cause Analysis

Customer Service Manager

SystemSpecs

May 2023 - Apr 2024 (11 months)

Provided customer support via phone, email, and chat, ensuring SLA compliance and high CSAT levels. Managed customer interactions using CRM and ticketing systems for accurate tracking and follow-up.

Customer Support SLA Management CSAT CRM Ticketing Systems Complaint Resolution Escalation Management First Contact Resolutions Documentation

Telesales Agent

Unateus

Jun 2021 - Dec 2021 (6 months)

Contacted potential and existing customers to promote products and services. Handled customer inquiries and objections, improving conversion rates and customer satisfaction.

Telesales Customer Service Sales Data Entry CRM

Customer Retention Officer

Multichoice Nigeria

Nov 2018 - Dec 2020 (2 years 1 month)

Handled customer inquiries, complaints, and escalations, ensuring resolution within SLA. Achieved high First Call Resolution by resolving issues during initial contact and improved customer retention through effective service delivery.

Customer Retention Customer Service Complaint Resolution Escalation Management SLA Management First Call Resolution CRM Ticketing Systems