Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
Generic

Perpetual Amankwaa

Newcrrollton,MD

Summary

Team-centered Certified Technician with excellent mechanical aptitude and top-notch customer service skills. Adept at dealing with irate customers and handling complaints and troubleshooting issues. Passionate about quickly responding to issues and finding effective solutions. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Amazon
Lanham, MD
06.2023 - Current
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Certified Technician

Staples
Lanham, MD
02.2018 - 06.2023
  • Observed equipment operation to diagnose and troubleshoot reported issues.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Inspected equipment to identify areas of wear or causes of malfunctions.
  • Mentored junior technicians in maintenance, repair and reporting duties.
  • Maintained compliance with regulatory standards and safety requirements.

Help Desk

Verizon
Silver Spring, MD
05.2021 - 12.2022
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Researched product and issue resolution tactics to address customer concerns.

Factory Worker

Forman Mills
Newcrrollton, United States
02.2019 - 10.2020
  • Carefully packaged finished products and prepared for shipment.
  • Graded and packaged finished products, transporting items for additional processing, storage, or shipment off-site.
  • Unloaded and loaded items from conveyors, machines, and conveyances.
  • Supported current production needs by moving items between equipment, conveyors, and staging areas.
  • Coached fellow workers to operate machines properly and comply with safety procedures.

Education

Bachelor of Science - IT

University of Maryland - Baltimore County
Baltimore, MD
06.2020

Bachelor of Science - Business Administration

University of Education Winneba
Ghana
02.2014

Skills

  • Computer Technology
  • Course Planning
  • Computer Billing Systems
  • Customer Service
  • Quality Control
  • Active Listening
  • Field Technician skills: written and verbal communication to understand issues customers have and explain technical information to customers
  • Scripting: JavaScrit Proficient in Python, C, and Ajax certified
  • Salesforce (CRM): Problem-solving, Data recording, and User management skills

Affiliations

  • American Institute of Certified Public Accountants
  • American Medical Informatics Association
  • National Association of Social Workers
  • Association of Information Technology Professionals

Accomplishments

  • Supervised team of 50 staff members.
  • Led a team of operators to set the average fastest operation time and quality yield from start to finish.

Certification

Comptia A+

Security +

Network +

Timeline

Customer Service Representative

Amazon
06.2023 - Current

Help Desk

Verizon
05.2021 - 12.2022

Factory Worker

Forman Mills
02.2019 - 10.2020

Certified Technician

Staples
02.2018 - 06.2023

Bachelor of Science - IT

University of Maryland - Baltimore County

Bachelor of Science - Business Administration

University of Education Winneba

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Perpetual Amankwaa