CHINEDUM OZOEMELAM
Calgary,Canada
Summary
A versatile and Motivated Customer Experience Specialist professional proficient in Soft wares like: Capterra, Podium, SAP, Zendesk, Trust Radius, Zohodesk and Fresh desk for integrating resolution with data analytical skills like Google sheet and Microsoft Excel, root cause analytical tools with good interpersonal skills and experience in handling networking concerns, software installation, hardware management and addressing user concerns. I am seeking a new position in a dynamic, growth-oriented Technology company focused on cultivating exceptional customer experience and a positive work environment.
Overview
1
1
Certification
Work History
Customer Experience Specialist
Concentrix Technologies
01.2019
- Displayed courtesy and strong interpersonal communication skills with all customer interactions via inbound calls, outbound calls, chat and Email channels, including other third-party referrals and partners
- Troubleshoot and resolved devices, billing, mobile broadband and account issues escalated from customer support and other departments with a 100% success rate
- Provided root cause analysis for customer's storage appliance failure
- Troubleshoot operational problems within the defined schedules and service level agreements
- Analysed root causes of operational malfunctions and provide resolutions
- Handled and escalated issues and followed-up on outstanding issues promptly
- Developed preventive measures and documented issue resolution procedures
- Documented processes and presenting technical issues to higher management for resolution.
Technical Support Advisor
Foundever Technologies Services
01.2016
- Troubleshoot, researched, diagnosed, documented and resolved technical issues in Mac OS, Windows 9x, XP, 7, Server2008, MS Office, Outlook email setup and LAN/WAN connectivity
- Performed hardware and software installation and provide high-level customer care, training, and technical support
- Performed light Network Administration for the newly installed machines for the users: Login issues, Password reset, and e-mail login
- Troubleshot and resolved device, billing, mobile broadband and account issues escalated from customer support and other departments with a 100% success rate
- Install and configure computer hardware operating systems and applications
- Supported Printers and Print management
- Deployed computers and applications to end users either physically or remotely.
Help Desk Support
Clio Company
01.2014
- Transferred network settings from old computers to newly deployed computers
- Deploy IP phones for end users to different departments across the board
- Provide root cause analysis for customer's storage appliance failure
- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
- Install and configure computer hardware operating systems and applications
- Performed hardware and software installation and provide high-level customer care, training, and technical support.
Education
B.SC - Computer Science
Michael Okpara University
Umudike, Abia State05.2012
Skills
- Attention to Details
- System Analysis
- Excellent Communication
- Interpersonal Skills
- Team Player
- Operating system Familiarities
- Customer Service
- Time Management
- Problem Solving
- Help desk support
- Integration soft wares
- CRM soft wares
- Windows operating system
- Microsoft office
- Google Sheets
- Power point presentation
Languages
English
Full Professional
Certification
- CompTIA A+, in view
- Linkedin Learning, 2022
- LinkedIn Learning, 2022
- Knowledge Accelerators, 2022
- Google Technical Supports Fundamental, 2022
- Microsoft Office 365, 2021
- Aviatrix certified Network Engineer (ACE), 2020
- Operational Support and Analysis, 2019
Accomplishments
- Managed the onboarding of 10 technical support interns for the opening of a new operations center.
Timeline
Customer Experience Specialist
Concentrix Technologies
01.2019
Technical Support Advisor
Foundever Technologies Services
01.2016
Help Desk Support
Clio Company
01.2014
B.SC - Computer Science
Michael Okpara University