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As a seasoned IT professional with extensive experience in technical support, system administration, and incident management, I am enthusiastic about applying for the IT Support Officer position. My career has allowed me to develop a strong foundation in Microsoft technologies, cloud computing, endpoint management, and customer-facing support. I am confident that my broad technical expertise, analytical skills, and dedication to service excellence make me an excellent fit for this role. This statement provides an overview of my experience, achievements, and the value I can bring to your team. Professional Experience IT Specialist & CRM Systems Administrator — Strolid Inc. In my current role, I provide second-line incident management and request fulfilment support to users via telephone, remote access tools, and on-site visits. I am responsible for assessing, prioritizing, and resolving incidents while ensuring minimal service downtime and maintaining strong communication with end users. My work involves diagnosing hardware, software, and network-related issues, performing root-cause analysis, and implementing long-term corrective measures. I liaise with internal and external stakeholders to ensure that escalations are handled efficiently and in line with organizational SLAs. A key part of my role is managing and administering Microsoft 365, Azure Active Directory, Intune, and Exchange Online environments. I ensure devices are properly enrolled, secured, and compliant with company policies through Intune. I manage user accounts, licenses, and security groups within Azure AD and maintain Exchange Online mailboxes, distribution lists, and retention policies to optimize performance and compliance. These responsibilities have strengthened my expertise in identity and access management, endpoint protection, and cloud-based collaboration services. I also maintain CRM systems and SaaS applications to ensure seamless integration across the organization’s ecosystem. IT Administrator & IG Lead — Bridge Lane Group Practice At Bridge Lane, I served as the primary point of contact for all IT-related matters within the medical practice. My responsibilities included managing user access, troubleshooting desktop and network issues, coordinating with external support providers, and ensuring data protection compliance. I worked closely with the SWLICB-IT team, Docman, and EMIS Web Support to resolve technical incidents efficiently. I managed the registration and update of all practice devices, maintained detailed incident records, reviewed monthly IT performance reports, and regularly presented updates during GPIT meetings. Additionally, I conducted data protection impact assessments and ensured compliance with NHS data governance standards. I also maintained and updated the practice’s website, which demonstrated my ability to balance operational IT duties with strategic digital responsibilities. Technical Support Engineer (Tier 1 & Tier 2) — Tek Experts Nigeria (Contracted to Microsoft) At Tek Experts, I provided front-line and advanced technical support for Microsoft customers across multiple regions. My work involved troubleshooting issues related to Azure, Intune, Exchange Online, Office 365, and other Microsoft cloud services. I acted as an escalation point for complex technical problems, analyzing logs, replicating issues, and collaborating with Microsoft engineering teams to deliver timely solutions. I supported customers in managing and securing their data, performing advanced troubleshooting on cloud connectivity, authentication, and performance issues. My commitment to quality service delivery helped maintain customer satisfaction scores consistently above target. I also contributed to the internal knowledge base by documenting solutions and troubleshooting workflows to support the wider technical team. IT Services Channel Monitoring & Resolution — United Bank for Africa (UBA) My career began at UBA, where I was responsible for monitoring critical IT services and ensuring network and application availability. I utilized tools such as PRTG, Dynatrace, and SolarWinds (IT360) to monitor infrastructure health, identify performance bottlenecks, and generate incident reports. My role involved collaborating across technical teams to ensure swift resolution of IT issues affecting core banking operations. In addition to monitoring, I provided advanced troubleshooting and root-cause analysis for recurring system alerts and performance issues. I participated in server onboarding, configuration reviews, and change management activities, which provided a strong foundation for my later work in technical support and system administration. Achievements Throughout my career, I have consistently been recognized for delivering exceptional IT support and exceeding service expectations. Beyond Excellence Award for Remote Working and Collaboration (Tek Experts Nigeria): Recognized by Microsoft for maintaining high performance

Hello Clients - Before starting your project, I would like to give my short intro. I have been working as a lead generator for the last 6 years and I have built my portfolio through my hard work. I have done work with multiple clients and have served them in the following niches; ★ Lead Generation ★ B2B Lead Generation ★ Social Media Lead Generation ★ LinkedIn Lead Generation ★ Industry-specific Lead Generation ★ Email Research & Verification ★ Mailing List Development ★ Email Marketing ★ Company Contact Information Retrieval ★ Lead List Building ★ Lead List Enrichment ★ Comprehensive Prospect Research ★ Prospect List Development ★ LinkedIn Prospecting ★ Web Researcher | Online Researcher ★ Data Researcher ★ Company Data Researcher ★ Contact Info Research ★ Data Entry ★ CRM Software ★ Critical Thinking Skills ★ Accuracy Verification I'm also a professional technical recruiter and candidate sourcing Expert with over 6+ years of experience. I have drawn a lot of candidates from LinkedIn. Tools: - LinkedIn Recruiter Lite - Boolean Search - COntactOut - RocketReach I have a good set of soft skills and always optimize my work to a maximum, customer-oriented. I am a continuous learner, always striving to improve myself as a professional and as an individual. Let's get in touch today! I'm available for a phone call. Looking forward to working with you. Cheers:

If you're looking for a Customer Support Specialist who doesn't just reply to customers but truly understands how to build loyalty, minimize workload, and protect your business, you're in the right place. Let's turn impulse buyers into loyal customers With 8+ years of experience in Customer Service, I specialize in handling email, live chat support, and managing overall admin tasks for E-commerce/Drop Shipping brands. My expertise goes beyond just responding to tickets; I focus on providing strategic solutions that enhance customer satisfaction while aligning with company policies. 🔹 What Makes Me Different? ✅ Retention-Focused Support – Every response is an opportunity to turn a frustrated customer into a loyal one through proactive and thoughtful solutions. ✅ Business Policy Protection – I ensure resolutions align with company policies to prevent unnecessary losses while keeping customers satisfied. ✅ Efficient & Scalable Support – I don’t just handle tickets; I optimize workflows, suggest automation, and reduce repetitive inquiries to improve efficiency. ✅ Deep E-commerce Knowledge – I’m well-versed in Shopify, Zendesk, Gorgias, and other key tools that power online businesses. 🔹 How I Can Help Your Business: ✔ Customer Email & Chat Support – Quick, clear, and empathetic responses that drive satisfaction. ✔ Order Processing & Dispute Resolution – Handling refunds, exchanges, and disputes while protecting your policies. ✔ Escalation Management – Effectively resolving complex issues while maintaining brand reputation. ✔ Managing Social Media – Monitoring inquiries, responding to DMs, and engaging with customers to build brand trust. ✔ Managing Shopify & PayPal Disputes – Ensuring smooth transactions, handling chargebacks, and resolving customer issues efficiently. ✔ Data Entry & Admin Tasks – Organizing records, updating spreadsheets, and keeping operations seamless. ✔ Proactive Support – Identifying common issues and suggesting policy or workflow improvements to reduce future complaints. 🔹 Tools I’m Proficient In: 🛠 Gorgias | Zendesk | Freshdesk | Monday.com | Shopify | Salesforce | PayPal Business | Meta | LiveAgent | Slack | Google Workspace | Microsoft Apps | 🔹 Brands I've been a part of - Filter By Molly Mae - July.com - Mrs Wordsmith - Theory.com - Wave Case - The Grounding Co & many more 📌 Why Hire Me? 📍I don’t just provide customer support, I take ownership of your customer experience, ensuring every interaction strengthens your brand and drives long-term success. My approach is not just about solving problems but finding opportunities to enhance customer satisfaction, improve workflows, and protect your business. 📍I believe in mutual success when your business thrives, so do I. That’s why I’m committed to delivering high-quality service, helping you minimize workload, retain customers, and scale your operations seamlessly. ✅ Available for full-time, part-time, or project-based work ✅ Fast learner & adaptable to new tools/systems with minimal training required ✅ Committed to maintaining high response rates and quality service 🚀If you’re ready to elevate your customer experience while reducing operational stress, let’s connect!

I have 18 years of experience in customer service, administration, and reception duties, making me a reliable partner for your business needs. My strong communication and organizational skills enable me to handle front-desk responsibilities and efficiently manage inquiries, ensuring a smooth flow of operations. I am proficient with various IT systems and excel at data entry, adapting seamlessly to dynamic environments. With a keen eye for detail, I am adept at providing high-quality service that enhances customer satisfaction. If you're looking for someone who prioritizes professionalism and an approachable demeanor, let's discuss how I can add value to your team and support your objectives. I look forward to collaborating on your next project.

I have over 7 years of experience as a Customer Service Specialist. I have experience handling 60–80 daily interactions across multiple channels (calls, live chat, and video support), always focused on First Contact Resolution (FCR) and delivering a smooth customer experience. I also provide virtual assistance tasks such as inbox and ticket management, data validation, billing support, scheduling, and CRM updates. I am confident using tools like Salesforce, Zendesk, and ticketing systems to keep workflows organized and ensure accurate tracking of customer and business requests. I am a proactive, responsible, and detail-oriented professional who enjoys supporting teams and improving processes. I focus on clear communication, problem-solving, and delivering consistent results that add value to both customers and businesses. Currently improving my English (A2 level) and continuously developing my skills in customer service and virtual assistance to provide even better support.

Greetings! ⭕ 𝐌𝐨𝐬𝐭 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐢𝐧𝐯𝐞𝐬𝐭 𝐡𝐞𝐚𝐯𝐢𝐥𝐲 𝐢𝐧 𝐚𝐜𝐪𝐮𝐢𝐫𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬, 𝐭𝐡𝐞𝐧 𝐰𝐨𝐧𝐝𝐞𝐫 𝐰𝐡𝐲 𝐭𝐡𝐞𝐲 𝐤𝐞𝐞𝐩 𝐥𝐞𝐚𝐯𝐢𝐧𝐠. 𝐓𝐡𝐞 𝐩𝐫𝐨𝐛𝐥𝐞𝐦 𝐢𝐬 𝐫𝐚𝐫𝐞𝐥𝐲 𝐭𝐡𝐞 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐢𝐭'𝐬 𝐰𝐡𝐚𝐭 𝐡𝐚𝐩𝐩𝐞𝐧𝐬 𝐚𝐟𝐭𝐞𝐫 𝐭𝐡𝐞 𝐬𝐚𝐥𝐞. I'm a Customer Success Manager with 4+ years of experience across SaaS, fintech, and enterprise environments, specialising in turning new users into loyal, expanding accounts. What makes me different is the combination I bring: dedicated CSM expertise layered on top of a solid project management background which means I don't just build customer relationships, I build the systems and structures that make those relationships scalable and measurable. 𝐖𝐡𝐚𝐭 𝐈 𝐡𝐞𝐥𝐩 𝐲𝐨𝐮 𝐰𝐢𝐭𝐡: ✅ Onboarding new customers with structured, phased programmes that eliminate confusion and accelerate time-to-value ✅ Building account health frameworks that surface churn risk early before it becomes a lost contract ✅ Running root cause analysis on at-risk accounts and executing recovery plans that address the real problem, not just the symptoms ✅ Managing stakeholder relationships across all levels, from daily users to executive sponsors ✅ Identifying upsell, cross-sell, and renewal opportunities grounded in actual customer outcomes ✅ Coordinating cross-functionally with product, sales, and support keeping everyone aligned and nothing falling through the cracks 𝐀 𝐫𝐞𝐚𝐥 𝐞𝐱𝐚𝐦𝐩𝐥𝐞 𝐨𝐟 𝐦𝐲 𝐰𝐨𝐫𝐤: In a recent CSM engagement, I designed a 9-metric account health dashboard in HubSpot that flagged an 88% churn probability on a high-value enterprise account at month 11 of a 12-month contract. I traced the risk back to three specific drivers champion loss, a 73-day engagement gap, and unresolved product complexity then built an 11-touchpoint, 30-day recovery plan across four phases: Immediate Response, Stabilisation, Value Demonstration, and Renewal Commitment. That's the level of structure and intentionality I bring to every account. 𝐖𝐡𝐚𝐭 𝐦𝐲 𝐛𝐚𝐜𝐤𝐠𝐫𝐨𝐮𝐧𝐝 𝐚𝐝𝐝𝐬: My project management experience leading cross-functional teams, managing budgets, running Agile delivery cycles, and maintaining rigorous documentation means I bring an unusual level of operational discipline to a CSM role. I track everything, communicate clearly, and make sure commitments are followed through. Clients rarely have to chase me for updates. I've also spent years in fast-paced, high-volume client-facing environments including short-term rental operations, where I managed guest relationships, coordinated multiple stakeholders simultaneously, and optimised performance using data skills that translate directly into how I manage customer accounts today. 𝐓𝐨𝐨𝐥𝐬 𝐈 𝐮𝐬𝐞: HubSpot CRM · HubSpot Service Hub · Salesforce · ChurnZero · Mixpanel · Looker Studio · Jira · Asana · ClickUp · MS Project · Google Suite · Slack · Zapier 𝐖𝐡𝐲 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐞𝐧𝐣𝐨𝐲 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐰𝐢𝐭𝐡 𝐦𝐞: I'm organised in a way that most people aren't. I bring project management rigour to customer success which means structured onboarding, clear documentation, proactive risk spotting, and stakeholder communication that keeps everyone confident. I treat your customers like long-term investments and your retention metrics like they matter. I'm Top Rated on Upwork, UK-based, and available for both ongoing engagements and focused projects. 👉 If your customers deserve a more intentional success experience, let's talk. Send me a message, I'm ready when you are.