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Chinonyerem Ogumka

@chinonyeremogumka

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I resolve corporate travel technology issues and improve customer support operations.

United Kingdom

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What I'm looking for

I'm looking for a technology support or business analysis role where I can resolve complex issues, improve service processes, support implementations, and help customers get more value from technology.

At Flight Centre Travel Group, I support Corporate Traveller technology by troubleshooting issues, setting up new customers, and helping delivery teams plan implementations and tool enhancements.

I provide Level 1 and Level 2 help desk support, educate end users on system features and troubleshooting, and manage incidents through to resolution. By analysing support trends, I've helped reduce downtime by over 30% and improve end-user productivity.

I've also translated stakeholder needs into IT solutions as a Junior Business Analyst at Almond Media, supporting a UK book-purchase and delivery website project through requirements analysis, feasibility studies, and project monitoring.

My customer support background includes CRM-based enquiry management, SQL scripting to quantify issues, escalation management, and travel consulting. I bring practical technical support, process improvement, and customer-focused problem solving to technology service delivery.

Experience

Work history, roles, and key accomplishments

Current

CT Support Delivery Role

Current

Flight Centre Travel Group

Mar 2023 - Present (3 years 6 months)

Provide technical support to the CT brand, troubleshoot issues, and set up new customers. Collaborate with delivery teams to plan business needs and implement technology solutions, reducing downtime by over 30%.

Technical Support Troubleshooting Customer Satisfaction Documentation Incident Management Data Analysis Level 1 Support Level 2 Support Project Work

Customer Support Advisor

Return on Investment

Apr 2022 - Feb 2023 (10 months)

Delivered exceptional customer support for KIA, utilizing CRM to manage inquiries and resolve issues. Analyzed customer issues to develop tools and processes that increased satisfaction.

CRM Siebel Customer Support Issue Resolution Communication Skills Problem Solving Data Analysis

Junior Business Analyst IT

Almond Media Limited

Aug 2022 - Dec 2022 (4 months)

Conducted stakeholder sessions to integrate business needs into technology, analyzed requirements, and recommended IT solutions. Monitored project progress through data analysis to keep critical-path delays down.

Business Analysis Requirements Gathering Stakeholder Management feasibility studies Cost Benefit Analysis Data Analysis Project Management

Customer Support Advisor

Jobs 22

Jan 2022 - Mar 2022 (2 months)

Provided excellent customer service to individuals seeking employment, using CRM and SQL scripts to measure and resolve issues. Worked with stakeholders to promote the restart scheme.

CRM SQL Customer Service Communication Skills Stakeholder Management Problem Solving

Travel Consultant

Travelbeta.com Limited

Sep 2018 - Sep 2021 (3 years)

Planned and organized travel for clients, booking tickets and accommodation, and providing necessary information. Maintained client relationships and achieved revenue targets.

Travel Planning Booking Customer Service Research Communication Skills Relationship Management