FAROUK TACKIE
Customer Experience Specialist
Summary
Skilled technical customer support specialist with six-plus years of experience in customer service and tech support. Familiar with Zendesk, Hubspot, and other CRM tools. Reputable as a highly Effective troubleshooter who maintains a high level of professionalism, and efficiency to maximize customer satisfaction and increase customer loyalty. Seeking to provide expert technical customer support to organizations, with opportunities to grow and advance.
Overview
10
10
years of professional experience
3
3
Certification
Work History
Customer Support Specialist
PlayHT
11.2022 - Current
- Collaborated with cross-functional teams to address recurring customer issues, leading to new product features that boosted customer retention by 10%.
- Worked with the product development team to address user challenges, leading to a 75% reduction in customer complaints.
- Maintained up-to-date product knowledge, leading to a 95% reduction in average resolution time for customer support.
Technical Support
iSenselabs
Sofia
05.2022 - 08.2022
- Actively worked on updating product documentation and testing new versions of extensions, resulting in a more efficient and streamlined process.
- Successfully resolved technical cases that required customization by small code patching using PHP, JavaScript, and HTML.
- Tested new versions of extensions before release, catching any potential errors or issues that could have arisen.
- Successfully closed an average of 10 tickets per day with a 95% first-contact resolution rate.
Technical Lead
Tek Experts
Lagos
01.2021 - 05.2022
- Coached & mentored junior team members on problem-solving techniques, leading to an increase in team productivity by 20%.
- Reduced the resolution time for a diverse range of technical issues by an average of 20% through the implementation of new procedures.
- Created how-to guides for complex topics, decreasing support requests related to those topics by 25%.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Demonstrated expert knowledge in resolving a diverse range of technical issues by providing clear and concise instructions to customers and end-users.
Customer Support Specialist
Tek Experts
Lagos
07.2019 - 01.2021
- Took ownership of customer issues by generating tickets and documenting the technical work and research to help other colleagues, improve the product, and improve the customer's support experience.
- Responded to an average of 200 support tickets per month via calls, chat, and email with a satisfaction rating of 95%.
- Successfully provided online support for English-speaking Microsoft 365 customers, resulting in a satisfaction rating of 4.5/5.
- Maintained a proactive approach to customer empathy, identifying customer satisfaction concerns, and managing customer expectations.
Technical Support Engineer
Oyafix
06.2016 - 07.2019
- Installed, modified, and repaired software and hardware for 100+ customers, resulting in a satisfaction rating of 95%.
- Served as the primary point of contact for support relating to owned solutions and products.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
IT Help Desk Technician
Almond Technologies
01.2011 - 05.2016
- Performed tests of functionality, security, and performance of different workstations and devices.
- Trained and supported end-users with software, hardware, and network standards.
- Installed, modified, and repaired software and hardware to resolve technical issues
- Configured hardware, devices, and software to set up workstations for 30+ employees ensuring minimal downtime.
Education
Bachelor of Science - Physics Electronics
University of Lagos
Lagos2016
Skills
- Zendesk, Freshdesk, Crisp, Hubspot
- Exceptional customer service
- Hardware and Software Repair
- Excellent problem-solving and analytical skills
- Proficiency in Mac/Linux/Windows OS
- Strong Communication and interpersonal abilities
- Microsoft 365 (Word, Excel & PowerPoint)
- Troubleshooting
- Phone, email, chat, and ticketing Support
Certification
- Google IT Support Professional Certificate - 2021
- CNSS Certified Network Security Specialist, International Cybersecurity Institute - 2020
- Project Management Essentials Certified (PMEC), Management and Strategy Institute - 2020
Volunteering Experience
- African Digital Upskill Initiative (Co-founder) - 2021– Present
- Street2School Initiative (NGO) - 2012 – Present
- Nigerian Integrated Rural Accelerated Development Organization July 2007 - October 2007
Timeline
Customer Support Specialist
PlayHT
11.2022 - Current
Technical Support
iSenselabs
05.2022 - 08.2022
Technical Lead
Tek Experts
01.2021 - 05.2022
Customer Support Specialist
Tek Experts
07.2019 - 01.2021
Technical Support Engineer
Oyafix
06.2016 - 07.2019
IT Help Desk Technician
Almond Technologies
01.2011 - 05.2016
Bachelor of Science - Physics Electronics
University of Lagos
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