Looking for a job

Michael Koloko

@michaelkoloko

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I resolve high-volume customer issues across phone, email, and chat while improving service performance.

United States

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What I'm looking for

I'm looking for a remote customer support role where I can resolve complex issues, improve first-contact resolution and customer satisfaction, and contribute through coaching, process improvement, and CRM-driven operations.

I've supported students, parents, and educators at Pearson Connections Academy, resolving technical, account-navigation, and general inquiries in a virtual school environment. I use Zendesk and Salesforce daily to document issues, manage tickets, and escalate software bugs clearly to technical teams.

At TTEC, I handled 80+ inbound calls per day while maintaining a 95% CSAT rating. I reduced repeat issues by 20%, improved average handle time by 15%, and coached new agents to improve their early performance scores.

At Alorica, I delivered phone, email, and chat support for transactions, account updates, billing, and order changes while maintaining 96%+ quality scores. My frontline insights helped reduce complaint volume, improve knowledge resources, and lower escalation rates by 25%.

I'm focused on accurate, empathetic customer support that strengthens first-contact resolution, customer loyalty, and operational efficiency.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Pearson Connections Academy

Jan 2023 - Aug 2026 (3 years 7 months)

Managed high-volume inbound and outbound support channels for students, parents, and educators, providing technical troubleshooting and account navigation. Sustained high customer satisfaction scores and utilized Zendesk and Salesforce for accurate documentation and ticket management.