Miracle Charles
@miraclecharles1
Customer Support Specialist at Doxacore Solutions who cut ticket resolution time from 48 hours to 6.
NigeriaWhat I'm looking for
At Doxacore Solutions Limited, I reduced average ticket resolution time from 48 hours to 6 by implementing a tiered escalation process. I also contributed to a knowledge base of 150+ FAQs, reducing repeat ticket volume by 35%.
At SmartComply, I supported more than 100 customers per event and de-escalated over 80% of customer complaints. I documented customer interactions and feedback to help improve service delivery.
At GoldTech ICT Hub, I provided first-level troubleshooting for IT-related issues and achieved 85–90% first-contact resolution. I bring experience across email, live chat, and phone support, with a 95%+ customer satisfaction rating.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Doxacore Solutions Limited
Jan 2025 - Jan 2026 (1 year)
Handled 50+ inbound and outbound customer interactions daily via phone, email, and chat. Reduced average ticket resolution time from 48 hours to 6 hours by implementing a tiered escalation process.
Customer Support Representative
SmartComply
Jan 2023 - Jan 2024 (1 year)
Supported 100+ customers per event in a high-volume, fast-paced service environment. De-escalated 80%+ of customer complaints, improving service outcomes and client experience.
Customer Support Representative
GoldTech ICT Hub
Jan 2021 - Jan 2023 (2 years)
Provided first level troubleshooting for IT related issues, helping reduce downtime for clients. Achieved 85-90% first contact resolution by identifying issues and providing effective solutions.
Education
Degrees, certifications, and relevant coursework
University of Uyo
Bachelor of Science, Crop Science
Bachelor of Science in Crop Science from the University of Uyo, completed in 2021.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
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