Nestor NGARAMBE M
Poznan
Summary
Technical Support and Customer Operations Specialist with proven expertise in delivering bilingual (English and French) assistance to global clients in metric-driven environments. Skilled in diagnosing and resolving complex issues, managing financial transactions, and fostering customer satisfaction. Adept at utilizing technical tools, navigating multiple systems, and collaborating across teams to exceed performance goals. Experienced in handling billing inquiries, maintaining accurate account records, and ensuring seamless service delivery. Committed to delivering positive customer experiences, achieving KPIs, and supporting financial operations through problem-solving and efficiency.
Overview
4
4
years of professional experience
Work History
Technical Support & Customer Operations Specialist
Equinix, INC. (Contacted through Foundever Polska)
03.2022 - 09.2024
- Delivered exceptional bilingual (English and French) support to clients, managing complex billing inquiries and resolving technical issues through phone and email, consistently achieving high customer satisfaction ratings.
- Collaborated with internal teams, including Finance and Operations, to address escalated issues, ensuring seamless account maintenance and service delivery.
- Utilized CRM systems to document interactions, monitor case progress, and ensure timely follow-ups, maintaining accurate records for financial reporting and customer retention.
- Diagnosed and resolved system-related technical issues, improving operational efficiency and minimizing delays in billing and financial workflows.
- Consistently exceeded performance metrics, including call handling time, resolution rates, and client satisfaction scores, contributing to client loyalty and revenue retention.
- Analyzed billing trends and customer feedback, providing actionable insights to internal stakeholders to refine processes and enhance customer satisfaction.
IT Solutions Support Intern
T-IT Africa
05.2020 - 10.2020
- Helped set up and support IT systems to ensure they worked smoothly and met user needs
- Created user guides and provided clear explanations to customers on system functionality, enabling effective and efficient use
- Participated in testing, quality assurance and optimizing performance
Education
Bachelor of Arts - Management
WSB Merito University
03.2025
Integrated ATPL Training Program - Professional Pilot Training
ATO Smart Aviation
Poznan, Poland09-2025
High School - Mathematics, Physics & Geography
Nu-Vision High School
11.2019
Skills
- Multitasking and Time Management
- Problem-solving and Analytical Thinking
- CRM Tools Proficiency
- Team Collaboration and Leadership
- Troubleshooting and Technical Support
- Goal-Oriented Performance
- Workflow optimization
- Escalation management
Languages
French - C1
Proficient
C2
English - C1
Advanced
C1
TOOLS
- Proficiency in Microsoft Office Suite (excel, word, PowerPoint)
- Experience with ticketing systems: Salesforce, Siebel, ServiceNow
Timeline
Technical Support & Customer Operations Specialist
Equinix, INC. (Contacted through Foundever Polska)
03.2022 - 09.2024
IT Solutions Support Intern
T-IT Africa
05.2020 - 10.2020
Bachelor of Arts - Management
WSB Merito University
High School - Mathematics, Physics & Geography
Nu-Vision High School
Integrated ATPL Training Program - Professional Pilot Training
ATO Smart Aviation
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