Ifeoma Onweagba
Katy,TX
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Representative
A-LIGN
Remote
12.2022 - Current
- Answered a constant flow of customer calls, email and live chat.
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Answered questions and provided information to customers about new software or hardware.
- Updated software to safeguard against security flaws.
- Managed backup and recovery of data assets to safeguard system availability.
Customer Sucess Specialist
Shell
09.2020 - 11.2022
- Provided primary customer support to internal and external customers.
- Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required.
- Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
- • Demonstrated experience with back office systems, including ERP, CRM, Phone System, Dispatch System etc.
- Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required.
- Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Customer Service Banker
HSBC
03.2018 - 08.2020
- Handled inbound customer calls in a courteous, timely, and professional manner - including email and live chat
- Listened to customers, understand their needs, and resolve customer issues
- Escalated customer issues to the appropriate staff and managerial for resolution as needed
- Ensured first call resolution through problems solving and effective call handling
- Followed the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilized knowledge base and training to accurately answer customer questions
- Created and maintained customer CRM records with accurate call details
- Accurately documented call resolution in appropriate systems
- Strictly followed client process for handling financial issues and inquiries
- Complied with requirements surrounding confidential information and personal information
Education
Bachelor of Arts - Accounting
Texas Southern University
Houston, TXSkills
- Complaint resolution
- Report preparation
- Multi-line phone talent
- Sales expertise
- Microsoft (Word, Excel, Powerpoint)
- Typing 70 WPM
- Route dispatch
- CRM/ SAP/ Salesforce
- Technical Support
- Administrative support
Certification
- Certified Information Systems Auditor (CISA).
- Certified Scrum Master (CSM).
Timeline
Technical Support Representative
A-LIGN
12.2022 - Current
Customer Sucess Specialist
Shell
09.2020 - 11.2022
Customer Service Banker
HSBC
03.2018 - 08.2020
Bachelor of Arts - Accounting
Texas Southern University