At Freelancer, Upwork, I provide Microsoft 365 technical support to enterprise customers and manage more than 20 customer interactions daily. My work has improved client satisfaction ratings by 30%.
I manage Microsoft licensing and Admin Portal operations, document cases in Dynamics CRM, and escalate complex issues to Microsoft’s product and engineering teams. I also create knowledge base articles from recurring customer inquiries.
At Tek Experts Nigeria, I supported enterprise customers with Microsoft 365 issues across installation, configuration, and cross-platform deployment. I contributed to resolving 5,000+ tickets, with 75% CSAT and 73% FCR.
As Microsoft 365 Technical Lead at Tek Experts Nigeria, I guided technical escalations, coached support engineers, and tracked team KPIs. I also collaborated on a Microsoft Commerce documentation project that reduced average handling time by 20%.
