TENE SIGNE Niky Murielle
pasig city
Summary
Dynamic IT Analyst with a proven track record at Group Tesla, enhancing user experience and reducing downtime through proactive risk assessment and troubleshooting. Skilled in performance optimization and customer support, I foster collaboration and drive team success, ensuring tailored solutions that meet client needs and elevate satisfaction.
Overview
6
6
years of professional experience
2
2
Languages
Work History
IT Analyst
Group Tesla @TN Engineering
01.2023 - 11.2025
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
Customer Service Representative
ALKAZEA Sarl
09.2019 - 12.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
Master of Engineering - Civil Engineering
UNIVERSITY OF BAMENDA
BAMENDA 04.2001 -
Bachelor of Engineering - Civil Engineering
UNIVERSITY OF BAMENDA
BAMENDA 04.2001 -
Skills
IT troubleshooting
Performance optimization
Risk assessment
Statistical analysis
Customer support
Timeline
IT Analyst
Group Tesla @TN Engineering
01.2023 - 11.2025
Customer Service Representative
ALKAZEA Sarl
09.2019 - 12.2022
Master of Engineering - Civil Engineering
UNIVERSITY OF BAMENDA
04.2001 -
Bachelor of Engineering - Civil Engineering
UNIVERSITY OF BAMENDA
04.2001 -