Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
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Jones Omage

Poznań

Summary

Self disciplined, motivated and resilient learner focused in development and advancement of technology and every technological peripheral,

Skilled in delivering outstanding order and customer experiences, troubleshooting a broad range of devices and operating systems, I excel in communication and problem-solving, driving significant improvements in process reliability and customer satisfaction.

Overview

7
7
years of professional experience

Work History

Consumer Service Representative

Newell Brands (Calphalon)
09.2024 - 05.2025
  • Provided exceptional customer service via phone, email and live chat, consistently meeting KPIs nd achieving high consumer service satisfaction.
  • Resolved customer inquiries and complaints efficiently, maintaining a 24-hour response rate at over 80% satisfaction.
  • Facilitated consumer-centric soft-skills training for the NA technical team, improving quality of consumer interactions and satisfaction levels.
  • Helped newcomers integrate into a fast-paced call center environment with focus on excellent consumer support.
  • Helped organize team night outs, improving interpersonal communication and enhancing team spirit.
  • Assist customers with order placement, cancellation, tracking, and other shipping-related issues.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Customer Support Analyst

Newell Brands (DYMO)
06.2022 - 08.2024
  • Collaborated with the leadership team to develop and implement strategic initiatives, enhancing team performance, optimizing processes, nd improving service quality, achieving 10% yearly performance improvement.
  • Maintained transparency by regularly communicating progress, challenges, and successes to the team, fostering alignment and strong professional relationships.
  • Provide day-to-day enterprise I.T support and troubleshooting for Windows OS, Mac OS, Android, iOS and Bluetooth devices, documenting cases in Salesforce.
  • Demonstrated a strong aptitude for solution identification, proactively addressing challenges and optimizing support processes.
  • Resolved DYMO-related technical issues for users, including hardware and software problems.
  • Manage order support, including tracking, placing new orders, replacements and offering discounts on DYMO devices and consumables.
  • Remotely connect to client computers via Team viewer to identify and resolve software and hardware issues.
  • Created knowledge base articles to all relevant cases and ensured consumers understood and were able to implement all steps necessary to resolve issues.
  • Diagnose and Troubleshoot technical hardware and software issues involving installations, connectivity, hardware configuration, software application and network troubleshooting.

Customer Support

Tizeti
11.2020 - 06.2021
  • Attend to customer requests to meet and achieve KPIs, exceeding targets and expectations.
  • Build sustainable relationships and trust with customer accounts through open communication.
  • Maintain customer account information database (including canceling and updating account).
  • Provide competent technical support to customer on network issues.
  • Routing those incidents and service request that require re-assignment to other teams for prompt resolution.
  • Offered 2nd line support both remotely and on-site.

Business Development Executive

Mycofarm and Allied Synergy Limited
02.2018 - 08.2020
  • Developed nd maintained relationships with key decision makers, resulting in 15% higher customer retention.
  • Conducted market research to better understand customer demands and customize outreach strategies accordingly.
  • Identified new business prospects, leading to a 30% increase in qualified leads within the first 6 months.
  • Collected market intelligence on competitor product and pricing.
  • Ensured proper documentation of sales transactions and customer records.


Education

Bachelor of Science - Plant Biology and Biotechnology

University of Benin
Benin
11-2012

Master of Science - Biotechnology

Poznan University of Life Science
Poznan, Poland
07-2023

Skills

  • Microsoft Office
  • Workflow analysis
  • Leadership and Teamwork
  • Communication skills
  • Multitasking
  • Ticketing tools
  • Data review
  • Customer Service
  • Problem-Solving
  • Customer relationship management
  • Written communication
  • Sales expertise
  • SQL
  • Data Analytics
  • Microsoft Excel

Languages

English
Bilingual or Proficient (C2)
French
Elementary (A2)

Hobbies and Interests

Reading, Playing football, Swimming, Writing and Travelling

Timeline

Consumer Service Representative

Newell Brands (Calphalon)
09.2024 - 05.2025

Customer Support Analyst

Newell Brands (DYMO)
06.2022 - 08.2024

Customer Support

Tizeti
11.2020 - 06.2021

Business Development Executive

Mycofarm and Allied Synergy Limited
02.2018 - 08.2020

Bachelor of Science - Plant Biology and Biotechnology

University of Benin

Master of Science - Biotechnology

Poznan University of Life Science

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Jones Omage