Nadia Phillips
Windhoek
Summary
An experienced support specialist with a passion for delivering outstanding service. Proactive, customer-orientated professional with over 5 years of experience in reputable organizations. Self motivated, team player with strong organizational and interpersonal skills. Always looking to learn new skills, take on extra responsibilities, and grow professionally. Want to bring value to the organization by leveraging experience in systems integration, data analytics, software development and sales. With demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Support Specialist
Digital-Pangea CC (profit Base AS)
Windhoek, Khomas, Namibia
06.2022 - Current
- 2021 – 2023: Busy with a system that provides Client onboarding, Bond management and Amortization schedule for a property management company, RTO Housing Namibia (Pty) Ltd.
- I performed requirements gathering, processes documentation, created test cases and trained RTO employees on the new system.
- 2023 - 2024: Embarked on the Business Processes Automation project with Met-health Namibia. This project’s main focus is to automate business processes in their Case Management, HIV and Chronic Disease departments.
- Requirements gathering, processes documentation using different diagrams such as Process flows.
- Monitored system performance regularly and made adjustments as needed for optimal efficiency.
- Conducted data quality assessments to ensure accuracy and completeness of datasets.
- Developed BI strategies to support data-driven decision making in organization.
- Prepared detailed documentation for BI systems, procedures, and best practices for internal knowledge sharing purposes.
- Analyzed business processes to identify areas for improvement and optimization.
- Created interactive dashboards and visualizations using various BI tools.
- Identified opportunities for automation within existing workflows while ensuring minimal disruption to ongoing operations.
- Conducted user acceptance testing UAT on newly developed or modified BI solutions before deployment into production environments.
- Collaborated with cross-functional teams to gather and analyze data requirements.
- Trained end-users on how to use BI tools and interpret reports effectively.
- Managed projects, including timeline, budget, and resource allocation, ensuring timely delivery of project deliverables.
- Facilitated communication between IT and business departments during system implementation or upgrades.
- Assisted in development of key performance indicators KPIs to track organizational success.
- Determined and communicated implications of changing trends to clients.
- Documented technical specifications and requirements for data collection.
- Created reports, summarizing business data for management review.
- Reviewed technical documentation to understand report development processes and procedures.
- Verified BI data, checking correctness, validity and structure.
- Provided technical support for software maintenance and use.
support specialist
Yandex
Remote
01.2023 - 06.2024
- Handled customer complaints with empathy and composure
- Proactively participated in meetings and helped create new practices
- Processed a range of documentation and entered information into databases
- Consistently met my short and long-term targets.
- Championed customer feedback initiatives that informed product improvements and feature enhancements over time.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
Database administrator
Coder's-connect (Ltd)
Remote
11.2020 - 01.2021
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Reduced data retrieval times for business users by creating indexed views and optimizing stored procedures.
- Ensured database security with implementation of role-based access control and regular vulnerability assessments.
- Streamlined backup and recovery processes, enhancing overall system stability and availability.
- Built databases and table structures for web applications.
- Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
Retail Sales Associate
OK Food Independence
Windhoek, Khomas, Namibia
10.2019 - 02.2020
- Answered calls, responded to emails, and spoke with clients face-to-face
- Processed a range of documentation and entered information into databases
- Proactively participated in meetings and helped create new practices.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
Assistant Bakery Manager
Grandma's Cookie
Windhoek, Khomas
06.2017 - 01.2018
- Windhoek, Namibia
- Supervised daily tasks and movement of stock, baked packaged and distributed in different stores
- Received new orders and maintained customer relations.
Education
Certificate - Planning, Auditing, Maintaining Enterprise Systems
University of Colorado System
Remote09.2024
Certificate - System Administration & IT Infrastructure Services
Google
Remote07.2024
Certificate - Analysis For Business Systems
University of Minnesota
Remote07.2024
Certificate - Information System Auditing, Controls & Assurance
The Hong Kong University of Science
Remote06.2024
Certificate - Digital Marketing And E-commerce
Google/ Coursera
Remote01.2024
Associate of Science - Innovation Management
Erasmus University Rotterdam
Remote12.2023
Business and System Administration -
International Training College of Lingua
Windhoek, Khomas, Namibia04.2023
Certificate - Data Analytics
Simplilearn
Remote11.2022
Certificate - Life Coaching
Udemy
Remote11.2021
Certificate - Business Intelligence
Corporate Finance Institute
Remote01.2020
Certificate - Project Management
Centre of Excellence
Remote06.2019
Advanced Diploma in Project Management -
Centre of Excellence
Online01.2019
High School Diploma -
Ella Du Pleisis High School
Windhoek, Khomas, Namibia10.2018
Certificate in Marketing and Communication - Marketing And Communication
International Business Management Institute
Online01.2018
Skills
- Problem-Solving
- End User Training
- Customer Service
- Sales
- Data Analysis
- Data Validation
- Database Management
- Project Management
- Database Maintenance
- Report Preparation
- Business Management
- Software Testing Life Cycle (STLC)
- Enterprise Application Integration
- Remote Support
References
- Mr. Alastair J Taylor, Director, Coders-connect Ltd, alastairjamestaylorgmail.com, +447794055420
- Ms. Melanie Vestor, Talent Operation Manager, Coders-connect Ltd, +2776500582
- Mr. Parker Asante, Hiring Manager, Yandex Go, +233249485435
- Mr. Leo Maruwasa, Managing Director, Digital-Pangea, leo.maruwasa@digital-pangea.com/0855510088
Languages
Lingala
Native language
English
Advanced
C1
French
Intermediate
B1
Afrikaans
Elementary
A2
Certification
- CSQA - Certified Software Quality Analyst
Accomplishments
- Documented and resolved technical issues which led to smooth process flow.
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
support specialist
Yandex
01.2023 - 06.2024
Support Specialist
Digital-Pangea CC (profit Base AS)
06.2022 - Current
Database administrator
Coder's-connect (Ltd)
11.2020 - 01.2021
Retail Sales Associate
OK Food Independence
10.2019 - 02.2020
Assistant Bakery Manager
Grandma's Cookie
06.2017 - 01.2018
Certificate - Planning, Auditing, Maintaining Enterprise Systems
University of Colorado System
Certificate - System Administration & IT Infrastructure Services
Google
Certificate - Analysis For Business Systems
University of Minnesota
Certificate - Information System Auditing, Controls & Assurance
The Hong Kong University of Science
Certificate - Digital Marketing And E-commerce
Google/ Coursera
Associate of Science - Innovation Management
Erasmus University Rotterdam
Business and System Administration -
International Training College of Lingua
Certificate - Data Analytics
Simplilearn
Certificate - Life Coaching
Udemy
Certificate - Business Intelligence
Corporate Finance Institute
Certificate - Project Management
Centre of Excellence
Advanced Diploma in Project Management -
Centre of Excellence
High School Diploma -
Ella Du Pleisis High School
Certificate in Marketing and Communication - Marketing And Communication
International Business Management Institute