Amos Fakrogha
Graduate Business Analyst UX/UI Designer Junior IT Project Coordinator
Letterkenny
Summary
Motivated and detail-oriented Business and IT graduate from TU Dublin, Blanchardstown. Strong foundation in business management and proficient technical skills in information technology. Certified expert in Microsoft Office Suite (Word, Excel) with exceptional analytical capabilities. Experienced in software development (Python, SQL, JavaScript), UX/UI design, and customer-focused roles. Committed to continuous professional development, effective team collaboration, and consistently delivering outstanding results in dynamic, challenging environments.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Call Centre Agent
Tata Consultancy Services
Letterkenny, County Donegal
06.2024 - 09.2024
- Assisted individuals with inquiries and information regarding their pensions.
- Provided clear and empathetic communication to resolve concerns efficiently.
- Maintained accurate records of interactions and ensured data privacy compliance.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
Retail Assistant
WHSmith
Dublin, Leinster
10.2023 - 06.2024
- Company Overview: Dublin Airport/Whsmith
- Delivered excellent customer service in a high-traffic environment, assisting with purchases and inquiries.
- Managed stock levels and ensured accuracy in pricing and display.
- Processed transactions and supported daily operations efficiently.
- Dublin Airport
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Demonstrated flexibility by adapting to various roles within the retail environment as needed.
- Used POS system to process sales, returns, online orders, and gift card activations.
Call Centre Agent (Remote)
RelateCare
Letterkenny, County Donegal
07.2023 - 09.2023
- Facilitated the scheduling of health appointments between patients and doctors.
- Delivered professional and courteous support to clients, ensuring their needs were met.
- Utilized CRM systems to track interactions and streamline appointment processes.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Caretaker
Larissa Lodge Nursing Home
Letterkenny, County Donegal
06.2023 - 07.2023
- Cleaned rooms and prepared meals for residents in a caring environment.
- Assisted elderly residents with daily activities and provided companionship.
- Ensured compliance with health and safety regulations in all tasks.
- Developed strong relationships with residents and families, fostering trust and open communication.
- Maintained accurate records of activities, incidents, and resident information for regulatory compliance.
- Improved resident satisfaction by promptly addressing maintenance requests and ensuring a clean living environment.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Customer Service Advisor (Remote)
Capita Irish Waters
Letterkenny, County Donegal
06.2022 - 09.2022
- Resolved customer queries with professionalism and provided tailored solutions.
- Ensured prompt and accurate communication with clients to enhance customer satisfaction.
- Managed department call volume of 100-200 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Maintained 10 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
Clerical Assistant (Work Placement)
Aura Leisure Centre
Letterkenny, County Donegal
11.2019 - 12.2019
- Company Overview: Letterkenny
- Performed data entry, filing, and clerical tasks with precision.
- Attended team meetings, contributing to administrative processes.
- Letterkenny
Medical Records Assistant (Work Placement)
Letterkenny General Hospital
Letterkenny, County Donegal
01.2019 - 05.2019
- Maintained and organized patient medical records, ensuring confidentiality and accuracy.
Retail Assistant (Work Placement)
Euro Giant Shopping Centre
Letterkenny, County Donegal
09.2018 - 12.2018
- Supported inventory management, pricing accuracy, and shelf organization.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Bachelor of Business and Information Technology (Hons) - IT Project Management, Business Analytics, Advanced Excel, Programming Fundamentals, Database Design
TU Dublin
Dublin 09.2021 - Current
Leaving Certificate - Irish, English, Maths, Business, French, Biology
St. Eunan's College
Letterkenny, Co. Donegal 09.2015 - 06.2021
Skills
- Advanced proficiency in Microsoft Office Suite
- Proficient in coding with Python
- Proficient in coding with SQL
- Proficient in coding with JavaScript
- Expertise in data analysis
- Expertise in pivot tables
- Expertise in VBA scripting in Excel
- Knowledge of IT project management tools
- Database design
- Business analytics
- Data visualization
- Customer service
- Problem solving
- Microsoft office
- Scheduling appointments
- Database maintenance
- Quick learner of new tools and technologies
- Skilled in conflict resolution
- Skilled in maintaining customer satisfaction
- Experienced in teamwork
- Experienced in collaboration
- Effective time management
- Attention to detail
- IT project management
Employment And Work Experience
- Tata Consultancy Services, Call Centre Agent, 06/01/24, 09/30/24, Assisted individuals with inquiries and information regarding their pensions., Provided clear and empathetic communication to resolve concerns efficiently., Maintained accurate records of interactions and ensured data privacy compliance.
- RelateCare, Call Centre Agent, 07/01/23, 09/30/23, Facilitated the scheduling of health appointments between patients and doctors., Delivered professional and courteous support to clients, ensuring their needs were met., Utilized CRM systems to track interactions and streamline appointment processes.
- WHSmith, Dublin Airport, Retail Assistant, 10/01/23, 06/30/24, Delivered excellent customer service in a high-traffic environment, assisting with purchases and inquiries., Managed stock levels and ensured accuracy in pricing and display., Processed transactions and supported daily operations efficiently.
- Larissa Lodge Nursing Home, Caretaker, 06/01/23, 07/31/23, Cleaned rooms and prepared meals for residents in a caring environment., Assisted elderly residents with daily activities and provided companionship., Ensured compliance with health and safety regulations in all tasks.
- Capita Irish Waters, Customer Service Advisor, 06/01/22, 09/30/22, Resolved customer queries with professionalism and provided tailored solutions., Ensured prompt and accurate communication with clients to enhance customer satisfaction.
- Aura Leisure Centre, Letterkenny, Clerical Assistant (Work Placement), 11/01/19, 11/30/19, Performed data entry, filing, and clerical tasks with precision., Attended team meetings, contributing to administrative processes.
- Letterkenny General Hospital, Medical Records Assistant (Work Placement), 01/01/19, 05/31/19, Maintained and organized patient medical records, ensuring confidentiality and accuracy.
- Euro Giant Shopping Centre, Retail Assistant (Work Placement), 09/01/18, 12/31/18, Supported inventory management, pricing accuracy, and shelf organization.
Achievements And Interests
Certified in Microsoft Word and Excel., Recipient of the Secondary School Academic Excellence Award., Sports, Gym, Music, Exploring innovative IT solutions
Skills And Certifications
Advanced proficiency in Microsoft Office Suite: Word (certified), Excel (certified), and PowerPoint., Proficient in coding with Python, SQL, and JavaScript., Expertise in data analysis, pivot tables, and VBA scripting in Excel., Knowledge of IT project management tools like Microsoft Project and Jira., Strong problem-solving and analytical abilities., Excellent verbal and written communication skills., Proven ability to manage multiple tasks efficiently in fast-paced environments, including high-traffic settings such as airports., Adaptable and quick learner of new tools and technologies., Skilled in conflict resolution and maintaining customer satisfaction., Experienced in teamwork and collaboration across diverse environments., Effective time management and attention to detail.
Timeline
Call Centre Agent
Tata Consultancy Services
06.2024 - 09.2024
Retail Assistant
WHSmith
10.2023 - 06.2024
Call Centre Agent (Remote)
RelateCare
07.2023 - 09.2023
Caretaker
Larissa Lodge Nursing Home
06.2023 - 07.2023
Customer Service Advisor (Remote)
Capita Irish Waters
06.2022 - 09.2022
Bachelor of Business and Information Technology (Hons) - IT Project Management, Business Analytics, Advanced Excel, Programming Fundamentals, Database Design
TU Dublin
09.2021 - Current
Clerical Assistant (Work Placement)
Aura Leisure Centre
11.2019 - 12.2019
Medical Records Assistant (Work Placement)
Letterkenny General Hospital
01.2019 - 05.2019
Retail Assistant (Work Placement)
Euro Giant Shopping Centre
09.2018 - 12.2018
Leaving Certificate - Irish, English, Maths, Business, French, Biology
St. Eunan's College
09.2015 - 06.2021
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