Summary
Overview
Work History
Skills
Leadership Experience
Communication Skills
References
Certification
Languages
Timeline
Generic

Cynthia Foka

Germantown,MD

Summary

Dedicated and results-oriented customer service professional with a proven track record of delivering exceptional service and fostering positive customer relationships. Seeking a challenging customer service role to leverage excellent communication and problem-solving skills in contributing to overall customer satisfaction and the success of the company. Detail-oriented team player with strong organizational skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Help Desk Support- Part Time

Amazon
02.2023 - Current
  • Perform other related duties including unlocking user approximately 100 accounts and helping with password reset support
  • Assist with compiling and regularly maintaining log of frequently asked questions (FAQ) originating with all categories of customers.
  • Maintain liaison with network users and technical staff to communicate status of problem resolution;
  • Demonstrate high level of initiative and creativity while tackling difficult tasks.
  • Use strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Assist with monitoring network management
    systems.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Restaurant Associate

World Bank Group
10.2019 - Current
  • Maintained clean and inviting dining area, enhancing overall guest experience.
  • Assisted in inventory management, ensuring adequate stock levels and minimizing spoilage.
  • Monitored food and beverage supplies, assisting with restocking f or approximately 7 foods stations when needed.
  • Helped reduce staff turnover by fostering supportive work environment and providing ongoing training opportunities.

IT Helpdesk Support Analyst

Kebenz Consulting
09.2021 - 01.2023
  • Provided prompt and appropriate response to phone and e-ticket inquiries and requests for assistance with associated computer systems
  • Performed initial problem analysis, triage, identify, troubleshoot customer issues
  • Assisted and appropriately escalated technical issues to network team or subject matter experts as needed
  • Provided direct assistance to customers via telephone and email
  • Resolved an average of 50+ IT support tickets per day, achieving 95% resolution rate within SLA

IT Support Specialist

Orange Cameroon
07.2017 - 09.2019
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Configured hardware and granted system permissions to new employees.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Delivered technical support for more than 500 customers

Skills

  • Excellent communication skills
  • Problem-solving and conflict resolution
  • Strong interpersonal skills
  • Information Protection
  • Wireless Networking
  • Customer Needs Assessment
  • Troubleshooting Network Issues

Leadership Experience

Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.

Communication Skills

Interacting with customers via various channels (phone, email, chat) to address inquiries, provide information, and resolve issues in a clear and professional manner.

References

Duclos Keusseu

Certification

  • CompTIA Security Plus - 2023
  • Ethical Hacking and Cybersecurity Training- 2016

Languages

French
Native or Bilingual

Timeline

Help Desk Support- Part Time

Amazon
02.2023 - Current

IT Helpdesk Support Analyst

Kebenz Consulting
09.2021 - 01.2023

Restaurant Associate

World Bank Group
10.2019 - Current

IT Support Specialist

Orange Cameroon
07.2017 - 09.2019

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Cynthia Foka