Open to opportunities

Lydia Moses

@lydiamoses

Message

Customer-focused WFM specialist and support engineer driving operational efficiency and service excellence.

Nigeria

Message

What I'm looking for

I’m seeking a role where I can optimize workforce operations, use analytics and tools to improve service levels, grow technically, and contribute to a collaborative, customer-focused team.

I am a workforce management specialist and support engineer with hands-on experience optimizing schedules, monitoring adherence, and improving agent performance across shifts and time zones. I pair analytical attention to detail with strong communication to resolve escalations and enhance customer satisfaction.

At Teknowledge I improved coverage alignment using tools like Verint and monitored performance metrics to increase case volumes handled per agent. As a Microsoft Azure Support Engineer I delivered technical support, used trace tools to diagnose issues, and managed escalations while maintaining positive customer sentiment.

I bring practical experience with CRM platforms, Salesforce, Google Workspace, SQL and Python, plus certifications in virtual assistance and system administration. I seek to apply my skills to streamline operations and support continuous improvement in a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

WFM Specialist

Current

TecKnowledge

Dec 2023 - Present (1 year 9 months)

Collaborate with Operations to create schedule rotations and improve coverage across shifts and time zones, monitor agent status and performance to increase case volume handled per agent, and ensure schedules meet SLAs using workforce tools.

Workforce Management Scheduling Real Time Adherence Performance Monitoring SLA Management Reporting CRM

Microsoft Azure Support Engineer

TecKnowledge

Jul 2021 - Dec 2023 (2 years 5 months)

Provided technical support using trace tools to resolve Azure-related customer issues, handled escalations with actionable plans, and contributed to knowledge sharing and training to improve support outcomes.

Azure Troubleshooting Escalation Management Customer Support Knowledge Management Communication

Customer Service Representative

Jumia Nigeria

Oct 2020 - Oct 2020 (0 months)

Resolved over 70 customer complaints daily, generated incremental sales through product suggestions, and managed inbound inquiries using Salesforce and other internal tools to support retention strategies.

Customer Service Salesforce Inbound Retention Email Communication CRM