Felix Njoku

A dedicated and results-driven Customer Service Representative with extensive experience in providing technical support and service excellence. Skilled at resolving complex issues, ensuring system functionality, and improving customer satisfaction. Adept at collaborating with clients to understand their unique needs and delivering tailored solutions that enhance user experience and drive business goals.

Proven track record of supporting both internal and external customers in high-pressure environments, with a focus on timely issue resolution and seamless service delivery. With a background in IT support and customer service across multiple industries, I am committed to building strong relationships, maintaining service consistency, and providing clear, empathetic communication to clients.

Customer Service Representative (IT Support Specialist) at IBM (2020-09 – Present)

• Provide exceptional customer support by assisting clients with resolving technical issues, ensuring smooth system functionality and satisfaction.
• Collaborate with clients to understand their needs and offer tailored solutions that improve their overall experience and meet business goals.
• Create user-friendly and responsive interfaces to enhance usability and accessibility for clients.
• Support clients in managing their data systems effectively, improving performance and reliability.
• Ensure secure and consistent service delivery by following best practices and implementing automated processes.
• Design flexible and reusable systems to meet client objectives and deliver measurable improvements in efficiency.
• Offer clear guidance and training to clients, helping them navigate and manage IT tools and services confidently.
• Keep detailed records of client interactions, solutions, and updates to maintain service consistency and build strong relationships.

Customer Service Representative at Oklahoma Halfway House Inc (2018-04 – 2020-05)

• Assisted clients with inquiries about services and ensured their needs were met promptly and professionally.
• Resolved customer issues related to account management, service access, and technical support, enhancing overall satisfaction.
• Provided clear and empathetic communication to clients, addressing concerns and ensuring a positive experience.
• Coordinated with internal teams to resolve escalated issues, ensuring timely and effective solutions.
• Maintained accurate records of client interactions, identifying patterns to improve service quality.
• Delivered guidance to clients on accessing and navigating company services, ensuring seamless interactions.
• Supported team efforts during high-demand periods, ensuring all clients received timely assistance.

IT Support Specialist at Sprint (2017-01 – 2018-04)

• Resolved 90% of technical issues on first contact, providing exceptional IT support.
• Investigated and resolved connectivity issues across LAN/WAN, improving network reliability.
• Monitored cybersecurity threats, mitigating risks to protect sensitive systems.
• Configured hardware and peripherals to ensure seamless integration into existing infrastructures.
• Streamlined incident resolution processes, achieving a 98% SLA compliance rate.

Master of Science in Software Engineering – Oklahoma Christian University (2018-09 – 2021-11)