Otega Etowe
@otegaetowe
Customer support specialist with 8 years’ experience delivering Microsoft Azure billing solutions and troubleshooting.
NigeriaWhat I'm looking for
I’m a customer support specialist with 8 years of experience delivering high-quality service through multi-channel platforms, including phone, email, and live chat. I specialize in identifying customer needs, troubleshooting technical and service-related issues, and providing timely, solution-focused support while consistently meeting KPI expectations in fast-paced environments.
In my Azure Billing & Subscription roles at Tek Experts, I advised customers on subscription and billing solutions tailored to usage patterns and investigated, troubleshot, and resolved complex Microsoft subscription issues. I also partnered with Quality Assurance to analyze customer reviews and offer recommendations to the product team, and I served as a point of contact for new engineers during nesting.
I’m especially proud of measurable outcomes: I was recognized globally for consistently meeting and exceeding a 4.62 KPI for six consecutive months in 2021 and 2022, achieved a 95% first-contact resolution rate, and helped drive a 120% increase in closure rates. Earlier, I supported customers at Access Bank with verification-related inquiries and improved delivery and reporting through weekly Microsoft Excel tracking—reducing delays by 80%.
Experience
Work history, roles, and key accomplishments
Level 2 Azure Billing Support
Tek Experts
Jan 2021 - Jan 2024 (3 years)
Provided Level 2 support for Microsoft Azure billing and subscriptions, troubleshooting complex subscription issues and advising customers on optimal usage. Recognized for meeting and exceeding a 4.62 KPI for six consecutive months in 2021 and 2022.
Level 1 Azure Billing Support
Tek Experts
Jan 2018 - Jan 2021 (3 years)
Provided Level 1 support for Azure billing and subscriptions, maintaining case documentation, leading new customer provisioning, and supporting users across phone, email, and chat with SLA compliance. Improved closure rates by 120% and achieved a 95% first-contact resolution rate.
Customer Service Representative
Access Bank
Jan 2017 - Jan 2018 (1 year)
Assisted customers with BVN registration for mobile applications and ATM cards, provided updates via phone and email, and escalated issues as needed. Generated and maintained weekly Excel reports for ATM card stock and distribution, improving inventory visibility and reducing delays by 80%.
Client Support Representative
Medismarts Ltd
Jan 2015 - Jan 2016 (1 year)
Supported clients by handling customer inquiries via phone, analyzing customer service processes, and providing actionable feedback to improve efficiency. Conceived competitive bidding proposals and delivered client presentations to secure business opportunities.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University
Master of Science, Information Management
Pursuing an M.Sc in Information Management at Ahmadu Bello University, Nigeria.
Paul University
Bachelor of Science, Accounting
Earned a B.Sc in Accounting from Paul University, Nigeria, with graduation in 2014.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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