Lwole Anselm

Clients:

Coinigy (June 2021 - Jan 2023)

• Zendesk

Asana Rebel (Feb 2023 - April 2023, June 2024 - Present)

• Zendesk

Climbo (May 2023 - May 2024)

• Helpdesk

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Developed and implemented comprehensive knowledge base materials for clients, ensuring accessibility and usability for effective customer support.
• Responded to customer emails to answer questions about features and services to establish trust and increase satisfaction.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

• Used ticketing(FreshDesk) systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Installed, configured and maintained computer systems and network connections.
• Diagnosing and solving technical issues including email clients and Internet connectivity.
• Redirecting problems to the appropriate resource when necessary.

• Managed high levels of call flow and responded to technical support needs.
• Promoted efficiency among departments with prompt resolution of system issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed, configured and maintained computer systems and network connections.
• Configured and tested new software and hardware.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.

• Create/maintain product category pages, including proper URL naming conventions, implementing
  SEO best practices.
• Work with cross-functional partners to maintain site content, including company information, customer service pages, product information pages.
• Execute day-to-day operations on the CMS solution.
• Greeted customers and offered assistance for increased customer satisfaction.