Emojevu Christabel

Technical Support Engineer @TeKnowledge

Lagos State, NG

Assisted 80+ customers monthly with Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive, achieving 87% customer satisfaction score.• Delivered comprehensive solutions by verifying resolution steps from Microsoft Learn, maintaining 100% compliance with organizational protocols.• Scoped and resolved 80% of support tickets within the first or second call by employing effective diagnostic techniques and improving customer rapport reducing escalation rates by 30%.• Documented resolution steps for recurring issues in internal knowledge base, decreasing repeat issues by 25% and enabling 50% faster resolution time for repeat incidents and improving first-contact resolution rates• Reduced resolution time by 20% using PowerShell scripting for issue resolutions.• Improved customer feedback ratings by 40% through clear technical communication and setting realistic expectations with customers enhancing clarity and responsiveness in technical communication.

University of Port Harcourt

Bachelor of Engineering - BE