Chinyere Ezema

Responsibilities:

• Document all transactions and support interactions in system for future reference and addition to knowledge base.
• Engage Customers via Microsoft Teams remote sessions, email, chat, and phone calls to solve application issues in production environment.
• Troubleshoot and resolve 89.2% of Level 2 technical issues without escalating to technical advisors.
• Drive customer satisfaction by escalating unresolved issues to appropriate internal teams (e.g., SMEs, Technical Advisors, and Product engineering teams).
• Document customer communications, technical processes, and solutions using support ticket management software to facilitate seamless ticket handovers across time zones.
• Attend feedback meetings with Quality Assessment Team (QA) to improve case health.

• Responsibilities:
• Supported Microsoft Azure customers globally on subscription and billing related queries which are mostly escalated and require deeper review and intensive team engagement.
• Reproduced the customers environment to identify the possible root cause of a problem and then escalate to the appropriate team.
• Acted as the primary contact, delivered support troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management.
• Provided phone, remote sessions, chat and email-based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.
• Fully documented every query, including all resolution steps to ensure documentation best practices.
• Collaborated on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.
• • Managed critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved.

• Managed a large number of incoming calls, chats, and emails
• Provided information to customers about the bank’s products and services and cross-sell the products to customers
• Treated requests to open accounts and process debit cards using Omni flow Application to generate customer’s A02 and AMF and send them to the Authorizer for approval
• Identified and/or escalated issues for resolution
• Completed calls or transactions in a manner that maintains quality and quantity
• Made outbound phone calls in response to any inquiries, questions, or other follow-ups
• Performed data entry into a computer system, program, or database
• Received, sorted, and routed mail or other inter-office communication