Faith A.

I'm a Customer Support and Technical Operations professional with 6+ years of experience resolving high-volume customer requests across chat, email, and phone including 3,000+ tickets managed in a single role while maintaining strong satisfaction scores. I've supported both individual users and enterprise customers, with deep hands-on experience in Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint, OneDrive, Microsoft Entra ID/Azure AD), identity and access management (MFA, RBAC), and CRM platforms including Zendesk, Salesforce, and Freshdesk. Beyond resolving individual tickets, I focus on the bigger picture: identifying recurring issues, improving support workflows, and documenting solutions into knowledge bases that reduce repeat problems. I've partnered directly with engineering teams to escalate and resolve complex, high-impact issues. What I can help with • High-volume ticket resolution (chat, email, phone) • Microsoft 365 Administration & troubleshooting • Identity & access management (MFA, RBAC, Entra ID) • CRM platforms: Zendesk, Salesforce, Freshdesk, Rave, DFM • Root-cause analysis & escalation handling • Customer retention & satisfaction improvement • Technical documentation & knowledge base creation • Process improvement for support teams Why clients work with me ✔ 6+ years of high-volume support experience ✔ Enterprise-level technical troubleshooting ✔ Clear, empathetic communication ✔ Strong documentation habits ✔ Cross-functional collaboration with engineering ✔ Reliable, fast, customer-first