Software Support Specialist

Ekenedilichukwu Ikeneme

[Arlington, Texas] [817-***-****] [************@*****.***]

Friendly and engaging Software Support Specialist with 3+ years experience identifying solutions to fit customer inquiries and needs. Excels in building lasting relationships and personalized service with patrons and partners while striving to inspire internal and external stakeholders toward organizational growth.

Professional Experience

Career Note June 2022

●Proactively responding to a workforce reduction by actively seeking new and challenging positions in Technical Support and Customer Relationship for a top-quality Customer Experience

Henry Schein, Inc. Arlington, TX

Software Support Technician July 2021 - May 2022

●Assisted 50+ customers per day with daily questions and concerns, maintaining a 96% satisfaction rate

●Prioritized incoming phone calls, escalating calls as necessary and decreasing average resolution time by 15% while using exceptional interpersonal communication skills

●Leveraged expertise with Salesforce ticketing system to log calls, resulting in properly documenting calls, tracking progress, and closing tickets in an accurate and timely manner

●Identified customer challenges and issues through active listening, taking appropriate corrective action while increasing client retention by 15%+ on average

●Conducted mandatory walkthroughs and inspections, preventing critical violations and non-compliance while processing requests for cleaning and maintenance

●Used acquired technical and subject-matter expertise to recommend products and services to meet and/or exceed customer needs

●Collaborate with cross-functional and multidisciplinary teams, contributing to profitable growth through critical drive times while sharing customer feedback to address trends

Subway Mansfield, TX

Customer Service Associate October 2019 - April 2021

●Provided information for 60+ customers per month, retaining loyal customers by utilizing available tools in order to stay current on skills and promotional initiatives

●Prioritizes streamlined workflow by organizing influx or customers, ensuring appropriate preparation of food while adhering to all OSHA and regulatory compliance 100%

●Optimized Environmental Health & Safety (EHS) by performing sanitary checks and preventative maintenance routines, overseeing inventory management and adherence of COVID-19 measures

Additional Experience

Efollett Bookstore, Southeast Tarrant County Community College Help Desk and Student Support

Core Competencies

Customer Experience Specialist, Advisor, Detail-Oriented, Relationship Building, Computer Literate, Written and Verbal Communication, Multitasking, Organization, Teamwork, Problem-Solving, Troubleshooting, Call Center, HTML, CSS, JavaScript, domains/DNS, SSL, MS Office, Root Cause Analysis, Negotiation, Tech Support

Education/Certifications

Bachelor of Business Administration (BBA) & Management Information Systems, The University of Texas at Arlington (2020)

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