Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kelvin Ozara

VICTORIA,BC

Summary

Technical Support professional with years' of experience diagnosing and resolving technical/customer inquiries .Also possess outstanding analytical, problem-solving, superior communication (oral and written), customer service and interpersonal skills. Proficient in Windows-based environments, Internet, and MS Office applications. Reputation as a highly Effective troubleshooter. Background includes experience with computer hardware, software.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical-support-specialist

CONCENTRIX CANADA
Remote, BC
09.2020 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Analyzing, diagnosing, and resolving basic to advanced technical concerns of clients over the phone and ensured detailed documentation of customer notes, reports, and logs.
  • Responding to different customer requests promptly by utilizing strong oracy, critical thinking and problem-solving skills and ensured customers received excellent product and service information.
  • Resolved and prevented client streaming problems by identifying, researching, and resolving technical customer issues and showing empathy, taking ownership, and building rapport with every customer on the calls through excellent communication skills.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided basic end-user troubleshooting and desktop support.
  • Used ticketing systems and O365 to manage and process support actions, distribution lists and requests.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Supported IOS,IPADOS WATCHOS softwares
  • Documented support interactions for future reference.
  • Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
  • Responsible for responding to telephone calls, email and personnel requests for technical support.
  • Promoted a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
  • Resolving and troubleshooting VPN issues of users and supporting Microsoft O365

Senior Marketing Officer

Sunlek Investments Limited
05.2016 - 08.2019
  • Constantly brought in new businesses and grew the clientele base of the subsidiary
  • Researched ,developed and implemented strategies and plans which identify marketing opportunities, direct marketing operations and bring about new projects
  • Ensured effective response to client's queries and enquiries via platforms and online application.
  • Ensured timely and accurate processing of all proposals, letters and product sales report
  • Managed and optimized social media platforms
  • Properly prepared invoices and purchase orders using Microsoft word and Excel platforms
  • Followed up with enquiries resulting from our Google ads to our website
  • • Cold calling prospective B2C and B2B clients
  • Managed distributors and their projects orders and built relationship with decision makers.
  • Communicated with local organizations to build networks and develop leads.
  • Tracked weekly sales to develop corrective action planning reports. • Brought in new accounts through successful networking strategies and promotional approaches.
  • Reviewed client concerns and recommended appropriate changes to supervisors.
  • Pursued website inquiries in specific territories to increase potential customer base. Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
  • Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
  • Exceeded target individual average revenue goals year over year.
  • Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
  • Fostered positive and trusting client relationship and professional reputation for meeting and exceeding objectives.
  • Maintained updated records in CRM to meet requirements of sales team and GDPR regulations.
  • Expanded business through effective network development, identifying new and prospective clients.
  • Arranged potential client contacts, cultivated relationships and followed through all service needs.
  • Consistently exceeded quotas through penetration of new accounts.
  • Leveraged effective networking strategies to generate new business opportunities. Improved bottom-line profitability by growing customer base and capitalizing on upsell opportunities.
  • Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
  • Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
  • Met with current clients to assess needs and develop improvement plans. • Negotiated, prepared and signed contracts with clients. • Negotiated contracts and closed sales with new and existing clients.

Education

MASTERS OF GLOBAL MANAGEMENT - Management

Royal Roads University
Victoria, BC
09.2021

Bachelor of Science - Accounting

COVENANT UNIVERSITY
OTTA OGUN STATE NIGERIA
07.2013

Skills

  • Inbound Phone Calls
  • Technical
  • Innovation
  • Troubleshooting
  • Collaboration
  • Customer Service
  • Documentation
  • Communication Skills (English)
  • MS Office
  • Hardware
  • Problem Solving Skills

Certification

CUSTOMER RELATIONSHIP MANAGEMENT 2012

Timeline

Technical-support-specialist

CONCENTRIX CANADA
09.2020 - Current

Senior Marketing Officer

Sunlek Investments Limited
05.2016 - 08.2019

MASTERS OF GLOBAL MANAGEMENT - Management

Royal Roads University

Bachelor of Science - Accounting

COVENANT UNIVERSITY

Similar Profiles

CREATE PROFILE
Kelvin Ozara