Abednego Lilen Ngam
Fort Worth,Texas
Summary
4 years’ experience in customer service. 2 year experience in healthcare/mental health. 2 years experience in case investigator contact tracing. Experience in utilizing case investigator software (CRM, GENESYS, PANVIVA).
Nursing assistant in Mbingo baptised hospital
Overview
4
4
years of professional experience
Work History
CUSTOMER SUPPORT TECH
STRIIM
03.2022 - Current
- Research and identify solutions to software and hardware issues
- Ask customers targeted questions to quickly understand the root of the problem
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients.
CASE INVESTIGSTOR -CONTACT TRACING (COVID-19)
HARRIS COUNTY
01.2021 - 07.2021
- Communicate with cases in a professional and empathetic manner
- Primary point person to call people with a positive diagnostic test for COVID-19, provide support and gather information, including information about the disease
- Collect and record information on symptoms into the CRM
- Coordinate next steps for isolation for cases and quarantine for individuals the person has been in contact with
- Make testing and vaccine appointments.
Covid Case Investigator/contact tracing
GUIDANT GLOBAL
04.2020 - 03.2021
- Proactively multi-tasks on a variety of assignments; provides thorough work while maintaining a sense of urgency based on program needs
- Records and maintains patient information in accordance with standard protocols, and the Privacy Act
- Provides medical services at the scope and level of a Certified Nursing Assistant to preserve the health of employees and client personnel
- Performs other duties as assigned in accordance with contract requirements
- Always exemplifies professionalism through good attendance and positive attitude and empathy.
Education
BSc - Biochemistry
University of Yaounde 1
Yaounde 06.2018
Skills
- Computer skills (IT audit, MS office)
- Interpersonal skills
- Organizational skills
- Works well with others in a spirit of teamwork and cooperation
- Understanding and accepting of cultural diversity and differences
- Great customer service
Case Investigator Systems
- CRM
- GENESYS
- PANVIVA
- ZOTEC
Timeline
CUSTOMER SUPPORT TECH
STRIIM
03.2022 - Current
CASE INVESTIGSTOR -CONTACT TRACING (COVID-19)
HARRIS COUNTY
01.2021 - 07.2021
Covid Case Investigator/contact tracing
GUIDANT GLOBAL
04.2020 - 03.2021
BSc - Biochemistry
University of Yaounde 1