Customer Service
Resume:
ADEBOLA TOYIN PETER (Engr)
** ******* ******* ******, *****, Lagos.
acu882@r.postjobfree.com
acu882@r.postjobfree.com
+234***-***-**** +234***-***-****
Date of birth: 2nd December 1978 Civil Status: Married
State of Origin: Kogi Nationality: Nigerian
SUMMARY:
I am an enthusiastic and dedicated professional, who enjoys being part of, as well as leading, a successful and productive team. I am quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems.
An Engineer by training, I am highly numerate, analytical and possess very good IT skills, Good knowledge of Oracle SQL Plus Unix OS and database system, working Knowledgeable with COMVERSE,ICAP,HUAWEI,TABS,EPPIX,ERICSSON BILLING PLATFORMS.
OBJECTIVES:
To set a benchmark for excellence, strive to learn always from others, thereby gaining more knowledge and achieving growth. To positively influence my colleagues in the pursuit of their duties towards accomplishing common goals
CAREER SUMMARY:
(Visafone Communications Nig Limited) March 2011 till Date
Billing and Roaming Manager
Support end-to-end billing functions ( Nodes – CRM, Provisioning, Mediation, Billing, Roaming, OCS, Recharge and Interconnect system )
Support marketing department with development of product description documents (PDD) and Functional requirement solution (FRS) with respect to new products launch.
Work with Enterprise teams with sales of PRI solutions to customers before offers are made to customers and ensuring monetization of the solutions are achieved with respect to billing./Customer presentation.
Work with various team to prepare and carry out tests before deployment and UAT of products before launch so as to ensure revenue leakages are avoided.
Overall service availability- International Roaming Service(IRS) and Charging
Monitoring of IRS performance matrices, escalation and follow up actions
Lead and contribute to solution with respect to customer’s fulfilment.
Optimization of routes and preferred roaming partners,
Ongoing project execution monitoring and post implementation performance monitoring with respect to IRS and other projects that has to do with charging and billing.
Co-ordination with IRS facilitators and partner operators
Raising and Monitoring of work order execution
Customer complaints resolution
Co-ordination with marketing to work on tariffs and address business needs
Monitoring of various maintenance requirements and efforts including AMC management if any
To Ensure against security hazards and fraud.
CDR management, Billing reconciliation and settlements.
Regular MIS/reports and KPI benchmarking
Ensure system and feature timely up-gradations and enhancements
Ensure data backups and restoration processes.
Work closely with other Interdepartmnets and technical functions to address issues
(MULTI-LINKS TELKOM)August 2009 till March 2011
Billing Specialist (Intelligent Network)
Daily monitoring of IN units – Comverse CCBS & RTBS platform (SLU, SGU, SDP, PMTS, OSA, ORP, CCS, SMSC and TRM) and PACKETWARE mediation devices.
Checking for IN Alarms, Signaling links between the switch and the SGU.
Daily checks of Logs, process and status on respective units.
Logging on to the SDP’S to ensure Periodic charges are completed normally by checking the files.
Ensure OMNI interface is up and running on all active SGU’S.
Ensure that the signaling links are up on the CCS.(Call Control Server)
Troubleshooting and Monitoring along with Raising Service Request to Comverse on IN issues which need priority attention and continuous incident management.
Business Continuity plans - Ensure that revenue leakage processes are running on all active SDP’S and are done successfully.(ORP-Outage Record Processor)
Incident Management.i.e: To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Resolving Incidents logged on the Portal from Application users.
Giving First and Second (Monitoring, Fault, Configurations and Performances) line support for all Systems & Applications Incidents
Daily monitoring of CSS units --Weblogic, CCBS connector, Xfile connectors, synchronizer, Loopback connectors.
Ensure CSS portal is up and running by ensuring the relevant processes are running and checking of the log files.
Ensure Product Acceptance Test and User Acceptance Test are well documented and also test carried out in order to attain optimum use of the system at hand.
MIS and System based reporting.
Good knowledge of provisioning, tarrif configuration on COMVERSE billing platform.
(ZAIN NIGERIA) APRIL 2007 TILL JULY 2009
Specialist Billing Systems (Roaming management)
Ensure tapin files are processed on time and postpaid subscribers billed accordingly.
Work with Fraud unit to minimize fraud for both inbound and outbound roamers.
TAPSOL Application Administration(Application stop and start/Daily health checks)
Test /Live Tap file generation(Tapin and Tapout)
Tadig Code configuration for roaming partners
Account creation for new roaming partners
Sending of outstanding files to clearing house.
Tap files correction.
Loading of new exchange rates on the system.
Tariff configuration for roaming partners
Service configuration for roaming partners
Tadig Testing
Processing and Reporting of switch files(TTFILES)
Roaming management reporting(Monthly RTC reports, Test- sim usage, Monthly Tapout and Tapin dumps,Tapout file sequence,MO and MT CDR counts,Tapout and Tapin reconciliation reports)
Administration and support of reporting tool(Allround drilldown tool)
(CELTEL NIGERIA) November 2005 till APRIL 2007
Administrator: Customer Operations (Provisioning Support)
Execution of all Service Provisioning requests
Resolution of all pre-paid/postpaid queries
Back end support for Post paid/prepaid subscribers
Liaising with ICAP Administrators to ensure proper provisioning of lines.
Line reconnections/creation on Icap
Support to CIC on prepaid/postpaid Issues
Escalation and follow up on queries that need to be resolved by NMC
Ensure Daily Activity Reports, Weekly Activity and Monthly Activity Reports are submitted on dues dates with 98% accuracy and Zero numerical, typographical and grammatical errors
Activations and migrations of both post paid and prepaid lines on the network
Provisioning such as Roaming,IDD and other value added services(GPRS)
2nd line support for customer care department and shops/franchise nationwide.
Conduct in- house training for new staffs in the department.
Very good supervisory skills.
VEE NETWORKS LIMITED (V MOBILE) Dec 2004 till November 2005
Customer Care Consultant
Prepare Concise Reports that contain the following: No of Queries handled, Pending/Recurrent Issues, Challenges Faced, Total sales (Shop & Bank), Top CRM Issues
Ensure the appropriate documentation of all internal and external customer enquires
Documentation of Network related issues
To ensure that all customer issues are well documented for efficient tracking and resolution of queries as per net minimum performance standards for specific query types.
Deliver on company promise by ensuring adherence to ethical and courteous behavior, responding to all internal and external customer queries in a professional, empathetic, respectful and friendly manner.
Guarantee maximum customer satisfaction by ensuring total resolution of all customer queries on the shop floor
Ensure that stock handed over daily is properly managed and sales for the day are accurately reported with no missing stock issues.
METROPOLITAN HOTEL CALABAR, CROSS RIVERS RESIDENT ENGINEER (Jul2003-Aug 2004-NYSC)
SKILLS:
Strong analytical interpersonal skills
Very good trouble shooting skills
Leadership and team building skills
Good oral and written communication skills
Excellent problem solving abilities
Ability to work with minimal supervision.
EDUCATION:
University Of Ilorin B.Eng. Mechanical Engineering 1997-2003
University Of Ilorin, Secondary School. SSCE 1991-1996
Olumawu Nursery Primary, Ilorin. FSLC 1984-1990
TRAININGS ATTENDED:
TITLE
VENUE
DATE
ADVANCED ROAMING TRAINING BY EDCH (TAP.RAP,NRTRDE,CAMEL,GPRS),NAIROBI, KENYA
MARCH 2009
UNIX ESSENTIALS(SOLARIS)
BI-TRAX AXXENT,LEKKI
AUGUST 2008
TABS ROAMING MODULE
Z PARK IGANMU
JULY 2008
UNIX FUNDAMENTALS
ERRICSSON,V/I
JUNE 2008
RTBS 4.6 Operation and Maintenance
MULTI-LINKS TELKOM SITE
APRIL 2010
RTBS 4.6 Overview and Provisioning
MULTI-LINKS TELKOM SITE
APRIL 2010
PROJECTS
Interstandard Data roaming Implementation and Blackberry roaming for CDMA.(First to be done in Africa)
December 2012; Interstandard Data roaming and Blackberry roaming for Visafone.First CDMA network to launch Blackberry in Africa.
Cutover from Allround roaming platform to Tabs roaming Platform
May 2009; managed the old and new platforms parallely before finally cutting over to Tabs.
INTERESTS
Swimming
Cars
Football
REFERENCES:
GODWIN OSAGBEMI
ADDAX PETROLEUM NIG.LTD
BANJI FATUADE
AIRTEL NIGERIA LTD.
DR OLABODE OLUMOTO
MARINA MEDICAL HMO
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