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Customer Service Technical Support

Location:
Dallas, TX
Posted:
July 30, 2025

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Resume:

Kelvin Okolo

Dallas, TX

469-***-**** ******.*.*****@*****.***

Summary

Customer Service Professional with over 6 years of experience delivering high-quality support through phone, digital, and social platforms. Proven expertise in content moderation, technical support, and customer engagement across industries. Strong analytical skills with a consistent track record of identifying trends and optimizing processes. Skilled in CRM platforms, community engagement, and conflict resolution. Holds multiple certifications in cybersecurity and service delivery. Committed to continuous learning and excellence in service.

Education

Stephen F. Austin State University, Nacogdoches, TX

Business Administration

Certifications

- CompTIA Security+

- CEH (Certified Ethical Hacker)

- CND (Certified Network Defender)

- Certified Social Media Advisor

- Certified ScrumMaster (CSM)

Skills

Technical: Salesforce, Microsoft Office, Mac OS, iOS, Linux, Windows, VMWare, Databases, Network Support, Software Troubleshooting

Support & Security: Technical Support, Desktop Support, Information Security, Operating Systems, CompTIA Security+

Professional: Customer Service, Social Media Engagement, Workflow Optimization, Data Analysis, Conflict Resolution

Professional Experience

Samsung Electronics, Plano, TX

Ratings & Reviews Content Moderator – Marketing Department

Jun 2024 – Present

- Manage and moderate customer reviews on the Samsung website and syndicated platforms, ensuring all reviews receive responses within 48 hours.

- Respond to feedback in a marketing-optimized tone that reinforces confidence in Samsung products and enhances brand trust.

- Proactively address customer concerns, collaborating with internal teams to ensure timely and effective resolutions.

- Took full ownership of the review ecosystem across Samsung’s website and third-party partners.

- Provided customer insights to marketing and product teams based on trends in review data to help drive improvements and engagement strategies.

Genpact, Richardson, TX

Sr. Content Moderator / Customer Service Agent

Jan 2020 – Jan 2024

- Reviewed and moderated user-generated content with precision, meeting turnaround times and quality benchmarks.

- Resolved community inquiries empathetically while upholding platform standards and client policies.

- Conducted audits, facilitated team meetings, and provided leadership support to peers.

- Identified workflow gaps and proposed process improvements, resulting in more efficient moderation operations.

- Analyzed behavioral trends and escalated emerging issues to global teams for resolution.

247.ai (AT&T Account), Dallas, TX

Customer Service Agent

Sep 2017 – Jan 2020

- Delivered multi-channel customer support (phone/social media) for AT&T services, ensuring issue resolution and high satisfaction.

- Participated in technical and soft skill training to meet and exceed performance benchmarks.

- Handled account issues, billing questions, and technical support requests using CRM and support tools.

- Provided valuable customer insights to leadership, influencing engagement and retention strategies.

- Followed security and privacy protocols to safeguard customer information.

- Created reports analyzing the number of syndicated reviews across platforms, including product-level insights.

- Collected and interpreted data on website traffic and product sales related to customer reviews.

- Designed PowerPoint presentations to visualize data trends and insights for internal marketing and product teams.



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