Pricilla Oyekwu

Created SOPs for account managers and digital champions, driving a 60% increase in properly submitted support tickets from global healthcare facilities within the first month. Managed and resolved user support tickets via Freshdesk, troubleshooting platform and workflow issues, escalating technical concerns, and collaborating cross-functionally to improve user experience across global healthcare f

Trained and supported 200+ health workers with limited prior digital experience on the Elephant operating system, providing ongoing account management that improved platform adoption and reduced facility churn. Partnered with product teams to translate customer feedback into actionable insights, driving usability and satisfaction improvements.

Delivered real-time troubleshooting and product support to online gaming customers via live chat, inbound phone calls, and email, maintaining strong first-contact resolution on account, billing, and software issues. Identified upselling opportunities that contributed to a 10% revenue increase in the EMEA market.

Managed day-to-day IT Service Desk operations, achieving a 95% SLA resolution rate. Conducted root cause analysis and troubleshooting of software incidents, coordinating with development teams via Jira to increase ticket resolution efficiency by 98%.

Guided customers through product use, explaining complex betting rules, odds, and terms, and resolved issues regarding bet placement, settlement, and cancellation. Performed customer identity verification and provided support for registration, deposit, and withdrawal issues, ensuring compliance with verification procedures.

Currently pursuing a Master of Education degree.

Bachelor of Science in Library and Information Science from Delta State University, Nigeria, from 2013 to 2017.

Completed the Technical Support Fundamentals certification.

Completed the Problem Solving and Troubleshooting in Customer Service certification.

Completed the Customer Support Skills certification.