SAMUEL UCHENNA NNAMDI
Dubai,UAE
Summary
Goal oriented individual with over 10 years' experience in Technical Support. Seeking to excel at every task whilst being a team player, also having an ownership mentality of the company at heart. Experienced Product Specialist with extensive experience in product development and management. Strong understanding of market trends, customer needs and proven track record of successfully launching and promoting new products.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Specialist / Technical Support
KITOPI RESTAURANT L.L
DUBAI
01.2021 - 04.2023
- Supporting & Improving the development of new products
- Provide product trainings to staffs and customers
- Multi-task, problem-solve, and prioritize in a fast-paced working environment
- Escalate requests and issues to the appropriate internal team
- Work with support team to evaluate complex customer problem, identify root causes and derive resolutions
- Analysing and documenting the product development process
- Develop knowledge bases and FAQs for product support activities
- Resolving customer issues from App failure and Websites
- Document support activities, customer issues and resolutions for reference purposes
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Researched product's technical specifications and accurately communicated information.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Assisted with demonstrations for Software updates to showcase functionality.
- Trained and provided coaching to over 100 staff members.
- Assisted development, enhancement and lifecycle of products in line with company's established processes and priorities.
- Provided remote and in-person technical support to meet First Contact Resolution FTR) rate targets.
- Delivered prompt and professional customer service in line with SLAs.
Assistant Data Analyst
KITOPI RESTAURANT L.L
DUBAI
01.2020 - 01.2021
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Worked with business intelligence software and various reports to glean insights into trends and prospects.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Integration of online orders between the customers and the kitchen (Order processing team)
- Inputting orders from different food vendors into the portals for the kitchen (Order processing team)
- Stock Confirmation on Aggregators Across All Countries (Portal Team)
- Checker Support & Monitoring (Command Center)
- Report Processing and Data Collection for the CX Center (Support Team)
AMAZON FULFILMENT CENTER
DUBAI
01.2019 - 01.2020
- Identify, investigate and correct shipment errors using Kick Out, Optimized Outbound Prob (OOPS), and Putty tools to ensure that customers' orders are delivered
- Coach associates in how to work safely, and keep their work area clean, and organized according to Amazon work standards
- Give training to a newly hired associates and set a positive „successful and help raise the standards for productivity
- Follow Standard checklist for a smooth and efficient flow of work
- Assist department operations as an associate's resource, training associates and SOP compliance
- Assisting in keeping work area clean and organized.
Data Analyst
BENSON IDAHOSA UNIVERSITY
01.2014 - 01.2017
- Receiving phone calls from prospective students and parents
- Screening of potential students for Benson Idahosa University
- Uploading of student's data on the school portal
- Production and distribution of admission letters
- Producing of Matriculation Number of several students
- Carry out any other function that may be so assigned by the Deputy Registrar
Technical Support
NUVAL LIMITED, INT'L
Lagos
01.2011 - 01.2014
- Routine Maintenance of Office Computer Systems
- Repair and Installation of Faulty Computer Systems
- Software Upgrades and New Software Installations
- Set Up of New Computer Systems, Printers, Fax, Photocopy Machine, Scanner etc.
- Troubleshot and repaired Microsoft-based operating systems, networking and IT infrastructure.
Education
B.Sc - Computer Science
CARITAS UNIVERSITY
2013
Skills
- Good interpersonal skills
- Customer support needs assessment
- Good Planning and Organization Skills
- Desktop support
- Development training
- High-level customer education and support
- Product presentations
- End-user training
- Salesforce
- Application support
- Troubleshooting proficiency
- LOOKER/JIRA/ZOHO expert
- AppStore/PlayStore Support
Certification
Proficient in JIRA, POSTMAN, LOOKER, APPSTORE, PLAYSTORE, ZOHO
Languages
English
Native
Timeline
Product Specialist / Technical Support
KITOPI RESTAURANT L.L
01.2021 - 04.2023
Assistant Data Analyst
KITOPI RESTAURANT L.L
01.2020 - 01.2021
AMAZON FULFILMENT CENTER
01.2019 - 01.2020
Data Analyst
BENSON IDAHOSA UNIVERSITY
01.2014 - 01.2017
Technical Support
NUVAL LIMITED, INT'L
01.2011 - 01.2014
B.Sc - Computer Science
CARITAS UNIVERSITY
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