Princewill

PRINCWILL AKPODAFE

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SUMMARY
Detail-oriented Customer Support Professional with 3+ years of experience delivering responsive
technical assistance. Proven track record of managing 50+ daily customer inquiries while
consistently meeting resolution targets. Skilled in translating complex technical concepts into clear
solutions, with expertise in documentation and knowledge base development.
WORK HISTORY
Customer Support Specialist | Hallmarkit Business Solutions

June 2023 - July 2024

Managed a high-volume support queue via phone and email, meeting and exceeding quality
standards and KPIs.

Created and maintained a knowledge base, reducing inquiry resolution time by 30%.

Streamlined escalation processes, improving response times for complex technical issues by 25%.

Consistently met performance targets for customer response and issue resolution, ensuring high
customer satisfaction.

Developed and updated technical documentation, empowering the team and improving customer
self-service.

Technical Support Representative

January 2021 - December 2022

Delivered first-contact resolution for a wide range of customer technical inquiries, maintaining a
customer satisfaction rate of over 90%.
Accurately documented case details in the ticketing system, ensuring efficient issue tracking and
resolution.

Collaborated with senior technicians to address and resolve complex technical issues.

Contributed to the creation and improvement of knowledge base articles, enhancing team and
customer support resources.

Assisted in maintaining system performance, leading to a 15% decrease in recurring issues.
EDUCATION

Bachelor of Engineering, Computer Engineering
Edo State University, Iyahamo, Edo State
Graduation: July 2024
Relevant Coursework: Software Development, Network Security, IT Project Management
SKILLS

Customer Support

Customer Inquiry Management

Problem Resolution & Troubleshooting

Knowledge Base Development & Maintenance

Ticket System Management

Quality Assurance & Performance Metrics

OTHER

Technical Skills
CRM & Ticketing Systems (Zendesk, Freshdesk, etc.)

MS Office Suite (Excel, Word, PowerPoint)

Google Workspace (Docs, Sheets, Gmail)

Remote Support Tools (TeamViewer, AnyDesk)

Operating Systems (Windows, macOS)