Ing. Nnam George Amah
Preha,Czechia
Summary
Results-driven Customer Success and Technical Support professional with extensive experience managing complex global operations, ensuring compliance, and driving continuous improvement. Adept at collaborating with cross-functional teams and aligning global objectives with local needs. Proven track record in addressing service issues, optimizing processes, and enhancing customer satisfaction while fostering strong partnerships with stakeholders.
Overview
10
10
years of professional experience
Work History
Customer Success Manager (EMEA/APAC)-Remote
GOT International
Prague, Czechia
09.2022 - 11.2024
- Build and maintain strong relationships with key stakeholders, acting as a trusted advisor to align EOR solutions with clients' business objectives
- Identifies process improvements, leading to 25% efficiency in customer service delivery.
- Oversee onboarding and implementation processes for new clients and employees, ensuring smooth transitions and optimal service adoption
- Ensure compliance with local labor laws, tax regulations, and employment requirements across multiple jurisdictions, mitigating risks and addressing potential issues proactively
- Collaborate with internal teams (Payroll, Legal, HR, Product) to resolve escalated issues promptly, ensuring timely and effective solutions to client concerns
- Conduct regular check-ins and business reviews to assess client satisfaction, track key metrics, and identify opportunities for service optimization and upselling
- Analyze client feedback and usage data to identify trends, enhance service offerings, and drive continuous process improvements
- Manage multiple client accounts simultaneously, ensuring timely updates, adherence to Service Level Agreements (SLAs), and proactive account management
- Create and deliver regular performance reports, including insights on service delivery, customer satisfaction, and engagement metrics
- Collaborate with Sales and Product teams to identify and pursue opportunities for expanding client engagement and upselling additional services
- Maintain up-to-date knowledge of global employment laws, payroll processes, and industry best practices to provide clients with informed guidance
IT support engineer (EMEA/APAC)-Remote
GOT Employment Solutions
Amsterdam, The Netherlands
11.2022 - Current
- Manages Active Directory for over 300 staff.
- Serves as the first point of contact for staff seeking technical assistance over the phone or email.
- Helps with troubleshooting hardware and software.
- Performs remote troubleshooting through diagnostic techniques and pertinent questions.
- Installs and configures laptops, PCs/desktops and peripherals
- Deliver swift problem resolution by diagnosing and fixing network connectivity issues.
Production Technician
Gebauer & Griller
Mikulov, Czechia
06.2020 - 08.2022
- Controlled the production process
- Examined materials for effective production
- Inputted production data into the SAP system
Senior Technical Support Representative
Gabby Computers
Buea, Cameroon
05.2017 - 07.2019
- Served as the primary escalation point for advanced technical issues, ensuring prompt resolution and minimizing downtime
- Diagnosed, troubleshot, and resolved complex hardware, software, and network issues across multiple platforms
- Delivered exceptional customer service by understanding client needs and providing tailored technical solutions
- Collaborated with internal teams such as Engineering, Product Development, and Sales to address customer concerns and escalate critical issues effectively
- Maintained up-to-date knowledge of product offerings, emerging technologies, and industry best practices to offer informed guidance to customers and internal teams
- Created and maintained comprehensive documentation, including knowledge base articles, procedural guides, and troubleshooting steps
- Managed multiple customer cases simultaneously, ensuring timely updates and compliance with Service Level Agreements (SLAs)
- Conducted root cause analysis and implemented preventive measures to reduce the recurrence of technical issues
- Mentored and coached junior support team members, fostering a culture of continuous learning, collaboration, and technical excellence
- Identified opportunities for product or process improvements based on customer feedback and recurring issues, contributing to the enhancement of overall customer experience
Technical Support Representative
Gabby Computers
Buea, Cameroon
01.2015 - 03.2017
- Communicated effectively with customers to understand and resolve their technical problems
- Provided technical assistance and promptly answered user inquiries
- Troubleshot and diagnosed hardware and software issues
- Identified and implemented appropriate hardware and software solutions
- Resolved network issues and conducted electrical safety checks on equipment
- Installed, configured, and tested hardware and software
- Delivered timely and accurate customer feedback and followed up to ensure problem resolution
- Managed multiple cases efficiently and maintained detailed procedural documentation
- Supported the implementation of new applications and evaluated new technologies
- Conducted remote troubleshooting using remote desktop applications and help desk software
- Replaced or repaired necessary parts to resolve technical faults
Education
IT Security Program - Information Technology
EITCA Academy
Belgium 02.2024 -
Master's degree - Sustainability Studies
Mendel University in Brno
Brno, Mesto Brno 02.2020 - 06.2022
IT Certificate - System Administration and IT Infrastructure Services
Coursera
USA 02.2021 - 04.2021
Bachelor's degree - Georgraphy
University of Buea
Cameroon 10.2012 - 09.2016
Skills
- Client communication
- Onboarding processes
- CRM Software proficiency
- Contract negotiation
- Advanced IT literacy
- Customer Service
- Problem-solving
- Customer retention strategies
- Active Directory
- Windows/Mac Os
- Client Engagement and Management
- Operational support
- Team Building/Collaboration
- Attention to Detail
Languages
English
Native
French
Intermediate
Timeline
IT Security Program - Information Technology
EITCA Academy
02.2024 -
IT support engineer (EMEA/APAC)-Remote
GOT Employment Solutions
11.2022 - Current
Customer Success Manager (EMEA/APAC)-Remote
GOT International
09.2022 - 11.2024
IT Certificate - System Administration and IT Infrastructure Services
Coursera
02.2021 - 04.2021
Production Technician
Gebauer & Griller
06.2020 - 08.2022
Master's degree - Sustainability Studies
Mendel University in Brno
02.2020 - 06.2022
Senior Technical Support Representative
Gabby Computers
05.2017 - 07.2019
Technical Support Representative
Gabby Computers
01.2015 - 03.2017
Bachelor's degree - Georgraphy
University of Buea
10.2012 - 09.2016
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