Frank Okosa

Improved support processes by identifying inefficiencies and implementing best practices, reducing response times and enhancing client interactions through refined operational workflows and support documentation.

Executed benefit option integrations and streamlined cross-team workflows using HubSpot, Monday.com and SharePoint, creating standardized SBC templates to ensure accurate pricing and compliance.

Provided multi-channel technical support, diagnosing platform, hardware and software issues and escalating complex cases, contributing to a 20% reduction in resolution time and documenting 500+ inquiries.

Managed customer onboarding and product implementations, using Jira to prioritize work and collaborating cross-functionally to increase onboarding efficiency by 30% and shorten timelines by two weeks on average.

Delivered multi-channel technical support using CRM and Intercom, improving customer satisfaction and retention while analyzing feedback to enhance product performance and increase resolution efficiency by 15%.

Developed a training program for new hires to ensure policy adherence and collaborated with contractors/vendors to increase operational efficiency by 15% and reduce facility downtime by 20%.

Compiled and analyzed 12,000+ data units to produce customer insight reports, supervised software delivery processes, and delivered tailored training to improve compliance and team performance.

Managed night teams to improve safety and productivity, oversaw maintenance activities to reduce equipment breakdowns by 10% and improved KPIs by 20% through vendor collaboration.

Completed a Bachelor's degree in Computer Science with foundational coursework in programming, systems, and software concepts.