Michael

OGABA MICHAEL OGBE
Braga, Portugal
Telephone: [відкрити контакти](див. вище в блоці «контактна інформація») | Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

PERSONAL PROFILE

I am a dedicated professional with over five years of hands-on experience in customer
service and technical support, particularly with Apple devices. I thrive on solving complex
software issues, managing projects, and building strong relationships with clients. I am
passionate about helping people by delivering solutions that truly meet their needs and
improve their experience. I am now excited to bring my technical expertise and customer-
focused approach to a growing organization where I can make a meaningful impact.

EDUCATION

Sumy State University
Bachelor’s Degree in International Economic Relations (2nd Class Upper)

WORK EXPERIENCE

Technical chat support advisor (Remote)
Otonomee Portugal, unipessoal LDA
October 2025 - till date

• Delivered premium customer service for Oura Ring customers through chat, email,
and phone channels, ensuring high satisfaction and quick resolution of issues.
• Utilized Zendesk to manage customer inquiries, track tickets, and escalate complex
issues to the appropriate teams when necessary.
• Resolved customer issues related to purchases, orders, shipping, and product
troubleshooting while maintaining accurate records using Salesforce Service Cloud
and Intercom.
• Collaborated with team members through Slack and participated in virtual training
and team meetings via Zoom and Microsoft Teams.
• Tracked team workflows and personal tasks using Trello and maintained organized
documentation in Google Workspace and Notion.
• Monitored and analyzed customer interaction metrics using Google Sheets and
Excel to identify areas for improvement in service delivery.
• Leveraged cloud storage tools like Google Drive to share resources and access team
documents remotely.
Technical Advisor
Manpower Group
April 2023 – September 2024

• Provided expert technical support for various devices, including smartphones,
tablets, laptops, and desktops, with a focus on resolving complex software issues.
• Managed media refunds and billing discrepancies by investigating unrecognized
charges, using advanced tools for resolution.
• Implemented secure account management practices, including multi-layered
recovery protocols for compromised accounts.
• Facilitated device servicing and hardware reservations, coordinating with internal
systems and external partners for seamless operations.
• Utilized command-line tools and Terminal for advanced troubleshooting, password
resets, system performance optimization, and software configuration.
• Executed macOS recovery procedures, Disk Utility tasks, and sophisticated backup
and restoration using Time Machine, ensuring data integrity.
• Promoted to a specialized role focusing on Mac devices due to demonstrated
technical proficiency and strong customer interaction skills.

Customer support lead
ECO Diversified Global Services Ltd
January 2020 – December 2022

• Lead and mentored the customer support team, providing training on effective
communication, issue resolution, and company policies to enhance service quality.

• Collaborated with project managers, engineers, and contractors to relay client
feedback, track service requests, and ensure timely updates on project progress.
• Analyzed customer feedback and service metrics to identify areas for improvement,
implement solutions to enhance customer satisfaction, and provide regular reports
to management.
• Served as the primary point of contact for clients resolving complaints and ensuring
a seamless customer experience throughout construction projects.

Customer Service Representative
E.C.O Couture
January 2017 – December 2019

• Managed daily customer interactions, including payment processing, handling
requests, and resolving merchandising inquiries.
• Built strong professional relationships with customers, brokers, and sales teams,
ensuring timely completion of orders and addressing customer needs.
• Increased post-sale purchases by 20% through proactive follow-up calls and
improved customer engagement.
 • Conducted cold calls to target new accounts, contributing to a 7% annual increase in
the customer base.

PROFESSIONAL QUALIFICATIONS

• West African Senior Secondary Certificate Examination (WASSCE)
• Leadership Certificate Course | Digital Hub Youth Empowered Training NG
• Certified Life Coach | Sam Obafemi Behavioral Change Academy
• Certified in Self-Mastery | Sam Obafemi Behavioral Change Academy

VOLUNTEERING EXPERIENCE

• Head of Operations | The Solace Room (Present)

SKILLS

• Business Planning | Communication | Project Management | Client Relations
• Financial Literacy | Sales | Data Analytics | Time Management
• Information Technology | Microsoft Office Suite | Social Media Management
• Analytical Thinking | Negotiation | Flexibility | Phone Etiquette