Frank Okosa
@frankokosa1
Technical Support Specialist focused on reducing resolution time and improving customer satisfaction.
United StatesWhat I'm looking for
I am a Technical Support Specialist with a background in multi-channel support, CRM systems, and process optimization. I specialize in diagnosing platform, hardware, and software issues while maintaining a customer-first approach.
Across roles at AlignOps, Hinge Health, Amplify, Accentuate Staffing and others, I implemented process improvements that reduced resolution times and increased onboarding and operational efficiency. I have documented hundreds of user inquiries and developed internal support documentation to empower teams and clients.
I collaborate cross-functionally to streamline workflows using tools such as Jira, HubSpot, Monday.com, Basecamp, Microsoft Teams, and SharePoint. I emphasize clear communication, effective escalation, and measurable improvements to support effectiveness.
I hold a Bachelor's degree in Computer Science and multiple certifications in customer service, change management, and payroll operations. I am committed to continuous improvement, dependable execution, and delivering empathetic customer support in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Client Support Specialist
AlignOps
Dec 2024 - Present (10 months)
Improved support processes by identifying inefficiencies and implementing best practices, reducing response times and enhancing client interactions through refined operational workflows and support documentation.
Implementation Specialist
HYKE
Aug 2024 - Oct 2024 (2 months)
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.
Technical Support Specialist
Hinge Health
Jan 2024 - Jul 2024 (6 months)
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.
Onboarding Specialist
Amplify
May 2023 - Aug 2023 (3 months)
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.
Technical Support Specialist
Accentuate Staffing
Oct 2020 - May 2023 (2 years 7 months)
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%.
CHShift Manager
CVS Health
Oct 2019 - Oct 2020 (1 year)
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%.
Technical Advisor
Conduent
Oct 2019 - Oct 2020 (1 year)
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.
Shift Manager
Rite Aid
Aug 2018 - Oct 2019 (1 year 2 months)
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.
Education
Degrees, certifications, and relevant coursework
Caritas University
Bachelor's degree, Computer Science
Completed a Bachelor's degree in Computer Science with foundational coursework in programming, systems, and software concepts.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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