Justice Boafo Danquah
McKinney,TX
Summary
Proven leader in customer service and technical analysis, excelling at JM Misa Inc by integrating Splunk for operational efficiency and security enhancements. Expert in managing high-stress situations and resolving conflicts with empathy, boosting customer loyalty. Skilled in UNIX and active listening, I significantly contribute to team success and customer satisfaction. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
J & D Tax Services
07.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Splunk Security Analyst
JM Misa Inc
09.2021 - 05.2023
- Added new data sources into Splunk and investigated the data for anomalies and ongoing trends.
- Developed user interfaces that allowed customers to manage their own Splunk instances, the user roles, and the environment's capabilities.
- Tuned Splunk search queries to increase efficiency for use case development which are developed into reports and alerts for operational monitoring.
- Optimized Splunk Search Processing Language (SPL) code to increase efficiency and performance within the Enterprise Splunk environment.
- Identified, reported, and resolved serious security violations while maintaining systems to protect data from unauthorized users and anticipated or unanticipated risks.
Tax Customer Service
Juvida Tax Services
04.2019 - 09.2021
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Maintained good interpersonal relationship and communication skills.
- Following up complicated customer complaints after reporting to high-level management.
Education
Bachelor of Arts - Sociology And Religious Studies
St. Gregory The Great Major Seminary
Kumasi-Ghana06.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Splunk
- UNIX
- Linux
- AWS
- Communication
- Leadership
REFERENCES
Ms Victoria Olowatoyin Olorede
Contact: 9408829004
Employer
Mrs Damilola Adekunle
Contact: 6193057200
Supervisor
Certification
BA in Sociology and Religious Studies
Splunk Core Certified User
Splunk Core Certified Power User
Timeline
Customer Service Representative
J & D Tax Services
07.2023 - 05.2024
Splunk Security Analyst
JM Misa Inc
09.2021 - 05.2023
Tax Customer Service
Juvida Tax Services
04.2019 - 09.2021
Bachelor of Arts - Sociology And Religious Studies
St. Gregory The Great Major Seminary