Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Aimuanemwonsa Donna Omoruyi

Union,USA

Summary

Experienced troubleshooter with expertise in resolving computer hardware and software issues in customer-focused environments. Demonstrates a comprehensive understanding of standard operating systems, networking protocols, and technical support procedures. Proven ability to identify and resolve complex technical problems, showcasing strong problem-solving skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Help Desk Specialist

Amazon
12.2021 - 03.2024
  • Provided technical support and troubleshooting for hardware, software, and network issues, resulting in a 30% increase in first-call resolution rates
  • Managed and resolved over 50 support tickets per week, maintaining an average customer satisfaction rating of 95%
  • Conducted training sessions for end-users on new software applications and IT best practices, improving overall user competency and reducing support requests by 20%

Customer Support Specialist

Walgreens
08.2020 - 12.2021
  • Delivered exceptional customer service through various channels (phone, email, chat), achieving a 98% customer satisfaction rate
  • Resolved an average of 60 customer inquiries daily, maintaining a high level of efficiency and accuracy
  • Collaborated with cross-functional teams to identify and address recurring issues, leading to a 25% reduction in support ticket volume

Customer Success Associate

Home Depot
08.2018 - 08.2020
  • Built and maintained strong relationships with clients, leading to a 20% increase in customer retention and loyalty
  • Analyzed customer feedback and usage data to identify opportunities for upselling and cross-selling, contributing to a 15% growth in revenue
  • Conducted onboarding sessions and provided ongoing support to ensure clients successfully adopted and utilized products, improving overall customer satisfaction scores by 30%

Education

Bachelors of Science - Biology

Montclair State University

Skills

  • Risk Management
  • MS Office Suite
  • Outlook
  • Data Analysis
  • JIRA
  • Technical Documentation
  • Help desk software
  • Zendesk
  • Slack
  • CRM
  • Network troubleshooting
  • Operating systems
  • Remote support
  • Service ticket tracking

Certification

  • Google IT Support
  • Data Analytics
  • CompTIA+

Languages

English
Professional Working

Timeline

Help Desk Specialist

Amazon
12.2021 - 03.2024

Customer Support Specialist

Walgreens
08.2020 - 12.2021

Customer Success Associate

Home Depot
08.2018 - 08.2020

Bachelors of Science - Biology

Montclair State University

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Aimuanemwonsa Donna Omoruyi