MATILDA AMO BOAHEN
Berlin
Summary
Motivated professional with diverse experience in customer service and technical support. Demonstrated ability to communicate complex information clearly to varied audiences while delivering tailored solutions. Fosters collaboration and drives problem solving initiatives in dynamic environments.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Frelancer
01.2025 - 06.2026
- Asked customers targeted questions during troubleshooting to reach smart solutions.
- Set up new system applications and software for customers.
- Maintained high product knowledge to answer technical queries with confidence.
- Diagnosed and resolved technical issues through phone, email, and remote tools.
- Communicated clear issue-resolution timelines to manage customer expectations.
- Customised support solutions to match individual customer needs and preferences.
- Explained technical computer information to non-technical audiences using simplified demos.
- Managed installation and configuration of computer systems and networks for seamless integration.
Customer Service Representative with Ryanair
Concentrix sp. Z o.o
Katowice
09.2023 - 12.2024
- Helped passengers with travel issues via calls, chat, and emails daily.
- Provided accurate guidance on baggage booking, tickets, and flight rescheduling.
- Updated bookings by handling modifications and cancelled reservations, following procedures.
- Resolved customer complaints promptly, maintaining high customer satisfaction levels.
- Monitored flight status changes and communicated timely updates to passengers.
- Escalated technical issues to the technical team lead using internal resources.
- Maintained organised records of interactions, feedback, and resolutions for improvements.
- Handled complaints calmly and escalated matters to supervisors when needed.
- Applied AWS skills to improve data management and customer insights.
- Followed airline policies and procedures consistently during every interaction.
- Maintained high professionalism across all customer contacts.
Biostatistics Intern
Biostatsp. Z o.o
Rybnik
05.2022 - 12.2022
- Programmed tables, listings, and figures (TLFs) in R for a microbiology clinical study report, following the analysis plan and shell specifications.
- Built reusable TLF shell templates defining layout, titles, and data sources.
- Generated correspondence-analysis biplots linking bacterial strains to clinical visit types (planned, post-antibiotic control, pulmonary exacerbation).
- Programmed subgroup analyses of minimum inhibitory concentration (MIC) data by age and sex, integrating demographic and microbiology datasets.
- Validated statistical outputs for accuracy and reproducibility to clinical-reporting standards (Full Analysis Set).
Assistant Clinical Technician
KOFORIDUA CENTRAL HOSPITAL
Koforidua
06.2018 - 09.2019
- Engaged customers and resolved medical equipment issues to improve user experience.
- Collaborated with colleagues to address customer issues promptly for satisfaction.
- Maintained up-to-date knowledge of all supported hospital products.
- Documented technical data from assigned projects following engineering policies and procedures.
- Organised files efficiently and scheduled meetings to support multiple departments.
- Served in Ghana National Service Scheme, contributing to community development projects.
Education
Master of Science - Data Science
Arden University
Berlin,Germany01-2027
B.Eng. - BIOMEDICAL ENGINEERING
SILESIA UNIVERSITY OF TECHNOLOGY
GLIWICE, POLAND02-2023
Skills
- Customer engagement and service
- Technical support and documentation
- Data analysis and visualization
- Microsoft Office and SQL proficiency
- Python and R programming
- Cloud computing solutions
- Problem-solving strategies
- Team collaboration
- English (native)
- German (A2)
Websites, Portfolios and Profiles
www.linkedin.com/in/matilda-boahen
Timeline
Technical Support Representative
Frelancer
01.2025 - 06.2026
Customer Service Representative with Ryanair
Concentrix sp. Z o.o
09.2023 - 12.2024
Biostatistics Intern
Biostatsp. Z o.o
05.2022 - 12.2022
Assistant Clinical Technician
KOFORIDUA CENTRAL HOSPITAL
06.2018 - 09.2019
Master of Science - Data Science
Arden University
B.Eng. - BIOMEDICAL ENGINEERING
SILESIA UNIVERSITY OF TECHNOLOGY