Faith Michael

Experience

• 

  Basorun High School

  May 2021 - Apr 2022

  Administrator

  Preparing, organizing, and storing information and data. Dealing with queries and resolving queries. Managing budgets, policies, and events.

• 

  Gem Interiors

  May 2022 - Oct 2022

  Interior Designer

  Worked with an average of 3 clients a month to create unique spaces with personalities, while ensuring health and safety standards were met. Supplied household items and interior design props to customers at reasonable prices.Decorated event centers and spaces for events such as weddings and naming ceremonies. Ran my social media pages(Instagram and Whatsapp) to promote my business.

• 

  Prime Engineering Infrastructure

  Nov 2022 - Aug 2023

  Prime Engineering Infrastructure

  Optimized ticket resolution throughout the case lifecycle using Zendesk to meet KPI and CSAT objectives, with an average resolution time of 20 minutes per ticket.Achieved an average ticket volume of 150+ tickets per week with an 87% CSAT score.Resolved customer issues via Zoom/MS Teams, live chat, phone calls, and emails. Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.Handled customer escalations and routed tickets properly to the responsible teams where necessary. Explained complex technology-related issues in understandable terms to customers. Show less

• 

  GAOTek Inc.

  Oct 2023 - Jan 2024

  Tech Support Intern

  Maintain comprehensive documentation for all cases, including queries, process steps, and resolutions, ensuring a comprehensive and accessible resource for internal teams.Demonstrates exceptional product knowledge by effectively communicating complex technology-related issues to customers and non-technical audiences in a clear and understandable manner

• 

  Element Photo

  Oct 2023 - now

  Customer Success Specialist

  Analyze customer data to identify trends, usage patterns, and potential areas for improvement in customer interactions, contributing to enhanced overall customer successEstablish and maintain comprehensive documentation, FAQs, and resources for self-service, streamlining the support processCollaborate effectively with cross-functional teams, including Sales, Marketing, and Development, to champion customer needs and drive product improvements