Arinze Success Ekeh
About Me
My name is Arinze Success Ekeh, a results-driven Customer and Technical Support Specialist with over six years of experience providing exceptional service and technical assistance across diverse industries. Over the course of my career, I have consistently demonstrated the ability to resolve high volumes of inquiries daily while maintaining customer satisfaction ratings above 95 percent.
What I Have Done to Date
To date, I have worked with notable organizations such as the Election Monitoring and Support Center (EMSC), the Development for Alternative Incorporation (DAI), and the European Center for Electoral Support (ECES). In these roles, I successfully resolved software, hardware, and account-related issues, streamlined workflows by documenting solutions, and collaborated closely with product and engineering teams to improve resolution times and enhance adoption rates. I handled between 40 to 50 technical tickets daily while achieving first-contact resolution rates above 90 percent, reduced escalations through detailed problem-solving, and contributed to significant improvements in customer satisfaction scores. I have also consistently maintained full compliance with service-level agreements while exceeding quality assurance benchmarks. Alongside my professional achievements, I have continued to expand my technical knowledge through education and certifications. I am currently pursuing a Bachelor’s Degree in Computer Science at the University of the People, complemented by a Diploma in Web Development and Programming and certifications in Google IT Support, UI/UX Design, and Microsoft 365.
Career Path and Aspirations
My career path has evolved from frontline customer support into a blend of technical support, IT service delivery, and web technologies. With a strong background in troubleshooting, onboarding, and system optimization, I aspire to advance into roles that allow me to combine customer-facing expertise with technical innovation, particularly in IT support engineering, product adoption, and digital transformation. In the long term, I aim to contribute to technology-driven organizations where I can design and implement user-centered solutions, mentor others in customer success, and participate in building scalable digital tools that enhance efficiency and accessibility.
Ideal Volunteer Opportunity
My ideal volunteer opportunity would be one that allows me to leverage both my customer support expertise and technical skills to create meaningful impact. A role where I can provide IT support, digital literacy training, or contribute to the development and management of digital platforms would align with my skills and passion for empowering others through technology. Volunteering in such a capacity would not only allow me to give back to society but also broaden my professional exposure, enhance my leadership abilities, and contribute to causes that drive positive change.
Education
Computer Science
The Bachelor’s Degree in Computer Science is a comprehensive undergraduate program designed to equip students with both theoretical foundations and practical skills in the field of computing. The program integrates core areas of computer science such as algorithms, programming, data structures, software engineering, computer architecture, database systems, operating systems, and computer networks. It also incorporates emerging areas like artificial intelligence, machine learning, cybersecurity, and web and mobile application development.
HiiT Plc
The Diploma in Web Development and Programming is a specialized program designed to provide learners with practical skills and theoretical knowledge required for creating and managing modern web applications. The program focuses on both front-end and back-end development, enabling students to design user-friendly interfaces while also building robust server-side functionality. Core areas of study include web design principles, HTML, CSS, JavaScript, database management, server-side programming, and frameworks commonly used in full-stack development. Students are also introduced to responsive design, version control systems, and emerging technologies that are shaping the web ecosystem.
Work & Experience
Technical Support Team
Election Monitoring and Support Center
• Delivered timely technical assistance by resolving 40+ tickets daily with a 90%+ first-contact resolution rate. • Diagnosed and troubleshot software, hardware, and account-related issues, reducing escalations by 25%. • Streamlined workflows by documenting solutions in the knowledge base, cutting repeat inquiries by 15%. • Collaborated with engineering and product teams to resolve complex cases, decreasing average resolution time from 48 to 30 hours. • Guided and trained customers through onboarding and product configuration, driving a 30% increase in adoption rates. • Ensured 100% SLA compliance while consistently exceeding team quality benchmarks (95%+)
Customer/Technical Support Specialist
Development for Alternative Incorporation (DAI)
• Resolved 40+ technical tickets daily across phone, email, and chat channels, achieving a 90%+ first-contact resolution rate. • Improved customer satisfaction (CSAT) scores by 20% through clear communication, proactive troubleshooting, and personalized follow-ups. • Diagnosed and resolved software, hardware, and account-related issues, reducing escalations to engineering by 25% through detailed problem solving. • Documented solutions in the knowledge base, cutting repeat inquiries by 15% and enhancing team efficiency. • Collaborated with product and engineering teams to resolve complex issues, reducing average resolution time from 48 hours to 30 hours. • Onboarded new customers by walking them through product setup and features, resulting in a 30% increase in successful product adoption. • Utilized CRM and helpdesk tools (e.g., Zendesk, Freshdesk, HubSpot, Salesforce) to track cases, ensuring 100% SLA compliance
