Customer Support & Technical Operations Manager

ANTHONIA OGOCHUKWU ODIMEGWU

Customer Support Technical Support Customer Operations Sales

081******** 081******** ****************@*****.*** LinkedIn: www.linkedin.com/in/odimegwu-anthonia-mba-a8719a137 PROFESSIONAL SUMMARY

Customer Support and Technical Operations professional with 7+ years of experience supporting customers, resolving technical issues, managing escalations, and coordinating service delivery within telecommunications environments. Experienced in customer troubleshooting, incident resolution, CRM and ticket management, technical documentation, customer onboarding, sales support, and cross-functional coordination. Skilled at diagnosing connectivity and service issues, managing customer expectations, coordinating with engineering and field teams, documenting incidents, and driving timely resolution. Strong background in remote customer support, customer retention, sales operations, and service recovery. CORE SKILLS

• Customer Service & Customer Support • Technical Support & Troubleshooting • Customer Experience Management

• Customer Escalation Management • CRM & Ticket Management • Incident Management

• Root Cause Analysis • Customer Onboarding • Service Recovery

• Sales Support & Customer Acquisition • Customer Retention • Technical Documentation

• Issue Investigation • Cross-Functional Collaboration • Performance Tracking & Reporting

• Remote Customer Support • Connectivity Diagnostics • Process Improvement CRM & SUPPORT TOOLS

ServiceTitan Zoho CRM Zendesk osTicket Microsoft Teams Additional tools: Slack, Google Workspace, Microsoft Excel, Google Earth PROFESSIONAL EXPERIENCE

ASSISTANT SALES MANAGER, CUSTOMER SUPPORT & TECHNICAL OPERATIONS Tizeti Network Limited / FreeFiber December 2025 – Present

• Coordinate resolution of customer service, connectivity, and technical issues by working closely with engineering and technical deployment teams.

• Investigate escalated complaints, identify root causes, and coordinate appropriate resolutions.

• Track and document customer incidents through CRM and ticketing systems to support timely issue resolution.

• Provide customers with clear technical guidance on service usage, troubleshooting, and issue resolution.

• Monitor service performance trends and escalate recurring issues for corrective action.

• Support customer retention through effective complaint handling, service recovery, and follow-up.

• Coordinate communication between customers, sales teams, and technical operations to improve service delivery. FIBER SALES SUPERVISOR, CUSTOMER EXPERIENCE & TECHNICAL COORDINATION Tizeti Network Limited / FreeFiber September 2022 – December 2025

• Served as the primary liaison between customers and technical teams during installations and service issue resolution.

• Managed customer onboarding and provided post-installation technical support.

• Diagnosed service-related complaints and coordinated escalation, resolution, and follow-up.

• Worked with field engineers to resolve connectivity, installation, and service challenges.

• Maintained accurate customer issue records and resolution documentation for operational tracking.

• Supported sales and customer experience activities while maintaining strong customer relationships. SALES LEAD, CUSTOMER SUPPORT OPERATIONS

Tizeti Network Limited September 2019 – September 2022

• Managed customer escalations and coordinated prompt resolution of service issues.

• Assisted customers with service inquiries, troubleshooting, and product-related concerns.

• Maintained accurate CRM records for customer issues, follow-ups, and service requests.

• Supported customer retention by addressing concerns and ensuring effective issue resolution.

• Collaborated with internal teams to improve customer service and operational response. TELE-SALES EXECUTIVE, CUSTOMER ACQUISITION & CONVERSION Tizeti Network Limited July 2018 – August 2019

• Managed high-volume inbound and outbound sales calls and converted prospects into paying customers.

• Presented products and services clearly while handling objections and customer concerns.

• Consistently met and exceeded call volume, conversion, and revenue targets.

• Maintained accurate sales pipelines and customer records using CRM systems.

• Supported customer onboarding and helped establish strong early-stage customer relationships. BRAND AMBASSADOR

Nigerian Breweries, Volam Agency March 2018 – August 2018

• Promoted the Nigerian Breweries product portfolio across assigned strategic outlets.

• Supported consumer engagement, product awareness, and conversion through field activations.

• Represented the brand professionally while engaging directly with consumers. BRAND AMBASSADOR

Guinness, First Catalyst Agency August 2017 – November 2017

• Executed promotional campaigns and supported product adoption across assigned locations.

• Represented the Guinness brand during customer-facing activations.

• Supported brand visibility and consumer engagement. EDUCATION

Master of Business Administration (MBA) University of Lagos 2025 B.Sc. Economics & Sociology University of Nigeria, Nsukka 2016 CERTIFICATION & PROFESSIONAL MEMBERSHIP

Member, Nigerian Institute of Management (NIM) 2018 ADDITIONAL TECHNICAL SKILLS

Microsoft Excel Google Workspace Slack Microsoft Teams Google Earth Data Reporting & Analysis Technical Documentation Service Diagnostics Coordination

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