Elorm Kaba
Poznan,Poland
Summary
Versatile professional with experience in team leadership, client support, and technical problem-solving. Skilled in improving workflows, enhancing user experiences, and delivering high-quality service across diverse industries. Adept at learning new tools quickly, managing multiple priorities, and collaborating effectively with cross-functional teams to achieve measurable results.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Newell Brands Inc.
02.2024 - Current
- Manages customer enquiries and provided detailed information on services to enhance satisfaction.
- Provides after-sales support, resolving issues to maintain high levels of client retention.
- Trains new representatives, sharing knowledge and best practices for better team performance.
- Provides detailed troubleshooting assistance to customers for a variety of our products, ensuring clear guidance and support to help resolve their issues efficiently and effectively.
- Delivers exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
Technical Support Representative
Pebble, Ghana
01.2021 - 12.2022
- Collaborated with senior team members when necessary to troubleshoot and resolve customer issues.
- Managed business queries and inbound calls .
- Received and responded to questions related to application by using
knowledge management resources. - Collaborated with technical teams to escalate complex issues and track resolution progress.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Built rapport with customers through courteous and professional communications.
- Assisted other team members to leverage and develop their capabilities.
Customer Service Representative
Melcom Ghana Limited
01.2019 - 12.2020
- Addressed customer service enquires quickly and accurately.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled inbound calls from providers and client representatives.
- Collected policy information from callers.
- Verified client's insurance information and Level 12 Code type of insurance coverage
and source. - Accurately entered insurance data into database.
- Maintained Insurance Company database.
- Maintained quality score of 98 or higher.
- Observed professional standards of conduct including attendance and professional
behavior.
Education
Master of Science - Agronomy
Pozan University of Life Sciences
2024
Bachelor of Science - Agriculture
Kwame Nkrumah University of Science and Technology
2017
Skills
- CRM Tools: Salesforce,SAP, HubSpot, Zoho CRM, Microsoft Dynamics 365, Google Workspace, Microsoft Office Suite
- Front-End Development: HTML, CSS, JavaScript, React (beginner/intermediate)
- Technical Support: Troubleshooting, software installation, system configuration, ticket management
- Customer Service: Conflict resolution, escalation handling, client engagement, satisfaction improvement
- Virtual Assistance: Calendar management, data entry, email management, document preparation
- Soft Skills: Communication, adaptability, problem-solving, time management
Languages
English
Proficient
C2
French
Beginner
A1
Hobbies and interests
- Reading
- Engaging myself in problem solving games
Additional information
- In my current role as a customer service representative, I have contributed significantly to my team's success by helping maintain back-to-back RSAT survey scores of 80% or higher. Personally, I have upheld a strong performance with an individual RSAT average of 80%, reflecting my commitment to delivering excellent customer service and enhancing customer satisfaction.
Timeline
Technical Support Representative
Newell Brands Inc.
02.2024 - Current
Technical Support Representative
Pebble, Ghana
01.2021 - 12.2022
Customer Service Representative
Melcom Ghana Limited
01.2019 - 12.2020
Bachelor of Science - Agriculture
Kwame Nkrumah University of Science and Technology
Master of Science - Agronomy
Pozan University of Life Sciences
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