Josephine Nosegbe
Marietta,GA
Summary
Highly motivated and results-oriented IT Support and Customer Service Representative with3.5 years of experience at PTech providing exceptional technical assistance and customer support. Proven ability to troubleshoot complex technical issues, resolve customer inquiries efficiently, and maintain a high level of customer satisfaction. Seeking a challenging role where I can leverage my technical expertise and customer service skills to contribute to a dynamic team.
Overview
4
4
years of professional experience
Work History
IT Support/Customer Service Representative
PTech
05.2021 - Current
- Consistently exceeded customer satisfaction targets, achieving an average customer satisfaction rating of 92% based on quarterly surveys
- Resolved over 80% of incoming technical support issues on the first contact, reducing customer wait times and improving overall efficiency
- Proactively identified and resolved recurring technical problems, improving system stability and enhancing user experience
- Implemented a new knowledge base system that reduced call resolution times by 15%
- Provided training and support to end-users on various software applications and hardware equipment, reducing help desk ticket volume by 10%
- Effectively handled escalated customer complaints with professionalism and empathy, resolving conflict effectively and preserving positive customer relationships
Education
Associate of Science - Nursing
Fortis College
Smyrna, GA03.2021
Georgia Nurse Aide Training -
Cumberland Medical Institute
Smyrna, GA01.2020
Diploma -
Fortis College
Smyrna, GA11.2017
Skills
- Operating Systems: Windows11, Windows10, macOS, iOS, Android
- Software Applications: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google Workspace (Docs, Sheets, Slides, Gmail), CRM software, ticketing systems, remote access tools
- Hardware: Desktops, laptops, printers, mobile devices, network equipment
- Troubleshooting: Network connectivity issues, software malfunctions, hardware failures, printer issues, email configuration
- Customer Support Tools: Fresh Service, Live chat, Salesforce and Knowledge base software
Languages
English
Full Professional
Timeline
IT Support/Customer Service Representative
PTech
05.2021 - Current
Associate of Science - Nursing
Fortis College
Georgia Nurse Aide Training -
Cumberland Medical Institute
Diploma -
Fortis College
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