Tech Support
Techcilin Integrated Services
Aug 2024 – Jul 2026
Full-time · Hybrid ·
Nigeria
Delivered timely technical solutions across multiple support channels, consistently resolving issues within SLA targets.
Implemented AI-driven support tools that measurably reduced average customer response times.
Proactively built and maintained an internal FAQ database, improving team efficiency and first contact resolution rates.
Escalated complex unresolved issues to the appropriate teams while maintaining clear communication with affected customers.
Sustained a continuous feedback loop with colleagues to drive ongoing product knowledge improvements.
Contributed to e-commerce revenue growth by improving customer satisfaction and loyalty.
Jul 2023 – Jun 2024
Full-time · Remote ·
U.S. Virgin Islands
Identified and implemented cross-departmental strategies that improved efficiency, productivity, and quality standards.
Collaborated with finance, marketing, and HR to streamline processes and align operations with company objectives.
Hired, trained, and supervised staff while monitoring performance and providing constructive feedback.
Managed and allocated resources effectively, ensuring optimal team output and compliance with relevant regulations.
Administrative Assistant
Jetvoy
Jan 2022 – Jun 2023
Full-time · Remote ·
United States
Managed calendars and scheduled appointments for executives and senior staff, optimizing
daily workflows.
Coordinated schedules for a team of 30 employees, reducing scheduling conflicts by
streamlining systems.
Acted as primary liaison between internal teams and external clients, improving
interdepartmental collaboration.
Proofread and edited executive-level correspondence, significantly reducing errors in outbound communications.
Mentored new administrative hires, cutting onboarding time by 15%.
Led the team's transition to a cloud-based collaboration platform, enhancing remote work efficiency.
Jul 2021 – Dec 2021
Full-time · Remote ·
United States
Handled customer inquiries about company services in a professional, empathetic manner while actively resolving concerns.
Participated in the recruitment and onboarding process for new support agents.
Conducted regular team meetings to review performance metrics, share updates, and address ongoing issues.
Improved client onboarding experience, resulting in increased customer engagement and satisfaction.
