Machine Learning Help Desk

Aimuanemwonsa Donna Omoruyi

Union, NJ ***** 973-***-**** ***.******@******.***

QUALIFICATIONS

Portfolio Building, Risk Management, MS Office Suite, Outlook, Data Analysis, Data Mining, Machine Learning, JIRA, Reporting, Technical Documentation, Salesforce, Zendesk, Slack, OSI Model, Tableau, Active Directory, CRM

PROFESSIONAL EXPERIENCE

Amazon December 2021 - March 2024

Help Desk Specialist

●Provided technical support and troubleshooting for hardware, software, and network issues, resulting in a 30% increase in first-call resolution rates.

●Managed and resolved over 50 support tickets per week, maintaining an average customer satisfaction rating of 95%.

●Conducted training sessions for end-users on new software applications and IT best practices, improving overall user competency and reducing support requests by 20%.

Walgreens August 2020 - December 2021

Customer Support Specialist

●Delivered exceptional customer service through various channels (phone, email, chat), achieving a 98% customer satisfaction rate.

●Resolved an average of 60 customer inquiries daily, maintaining a high level of efficiency and accuracy.

●Collaborated with cross-functional teams to identify and address recurring issues, leading to a 25% reduction in support ticket volume.

Home Depot August 2018 – August 2020

Customer Success Associate

●Built and maintained strong relationships with clients, leading to a 20% increase in customer retention and loyalty.

●Analyzed customer feedback and usage data to identify opportunities for upselling and cross-selling, contributing to a 15% growth in revenue.

●Conducted onboarding sessions and provided ongoing support to ensure clients successfully adopted and utilized products, improving overall customer satisfaction scores by 30%.

EDUCATION

Montclair State University University, Bachelors of Science -Biology

CERTIFICATIONS

Google IT Support, Data Analytics, CompTIA+

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