Fomukom Nelson
@fomukomnelson
Customer Service Representative with 7+ years' experience and strong IT support skills.
United StatesWhat I'm looking for
I’m a detail-oriented Customer Service Representative with 7+ years’ experience handling inbound/outbound call traffic and supporting customers through phone, email, online chat, and social media. I resolve questions and concerns while delivering top customer-service and help desk skills, including providing computer support and system troubleshooting.
I bring in-depth knowledge of numerous software packages and operating systems, including Windows, Mac OS, and Linux, plus hands-on experience with VPN, remote access software, and LAN. I focus on fast, accurate problem resolution and clear follow-up when team members identify system or telephone issues.
In my senior workforce role, I monitor real-time call volume, forecast staffing, and help ensure acceptable service levels, abandon rates, and active rates. I document system problems, prepare daily/weekly/monthly and ad hoc reports, and analyze KPIs such as Occupancy, Service Level, AHT, and Absenteeism to recommend solutions and performance improvements.
I also support tax and software workflows through Intuit TurboTax work, where I prepared and filed federal and state income tax returns for 200+ client engagements annually. I conduct tax research, manage end-to-end engagements, optimize software workflows with ProSeries/Lacerte and Drake, and contribute feedback through UAT while supporting ERP-tax integrations (NetSuite and basic SAP) to reduce manual reconciliation time.
Experience
Work history, roles, and key accomplishments
Prepared and filed federal and state income tax returns for individuals and small businesses for 200+ client engagements annually. Reduced average turnaround time by 15% through process standardization and optimized tax workflows using ProSeries/Lacerte and Drake.
Monitored real-time inbound/outbound call volumes and ensured service levels by forecasting staffing and tracking abandon and active rates. Produced daily/weekly/monthly ad hoc reports, analyzed KPI trends, and partnered with operational leadership to address real-time performance issues.
TurboTax Chat & Call Agent
Working Solution
Feb 2020 - Apr 2025 (5 years 2 months)
Managed end-to-end tax engagements (intake through e-filing) and conducted federal/state tax research to resolve complex client issues. Reduced average turnaround time by 15% via standardized processes and improved consistency using ProSeries/Lacerte and Drake templates/checklists.
TurboTax Chat & Call Agent (2024)
Working Solution
Feb 2024 - Apr 2024 (2 months)
Provided phone/video and traditional chat support, including helping customers locate prior returns and amendments and escalating when necessary. Also prepared and filed federal/state income tax returns for 200+ annual client engagements, reducing turnaround time by 15% through workflow standardization.
Resolved customer questions and concerns across phone, email, online chat, and social media while maintaining and updating customer records. De-escalated issues, supported credit card authorization requests, tracked call information for audits, and provided upsell support as needed.
IT Specialist
MoMoPays Ltd
Jul 2017 - Aug 2018 (1 year 1 month)
Analyzed the company’s IT systems and infrastructure to diagnose problems, inefficiencies, and security threats. Planned and implemented technology solutions, trained staff, and monitored outcomes while producing detailed reports.
Customer Service & Account Manager
MoMoPays Ltd
Dec 2014 - Jul 2017 (2 years 7 months)
Supported members via phone, email, chat, and social media by answering questions, de-escalating issues, and educating users on account setup, payments, and withdrawals. Reconciled e-statements to balances, completed bank reconciliations, handled payroll and company tax declarations, and ensured cash/float availability for mobile money transactions.
Education
Degrees, certifications, and relevant coursework
Connections Center training
Training, Customer service / connections center (unspecified)
2019 -
Ongoing Connections Center training (started in January 2019).
University of Buea
Bachelor of Science, Accounting
2014 - 2017
Earned a Bachelor of Science in Accounting at the University of Buea from 2014 to 2017.
CCAS - Kumba
High school, High school (field not specified)
2012 - 2015
Completed high school education at CCAS in Kumba from 2012 to 2015.
Availability
Location
United StatesAuthorized to work in
Job categories
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