Experienced Customer Service Personnel

NWOLISA, CHARLES O.

Lagos Nigeria

+234**********, *********@*****.***

PERSONAL PROFILE

Stress tolerant, high performing and dedicated professional with over seven years of experience in the field of customer service and service support. Charles is a competitive, determined and goal orientated person who imbibes a professional, polite and helpful manner when dealing with people and is able to provide frontline support as part of any service support operation. Possess adept knowledge on issue resolution and service support to clients in various aspects. Good communication and public dealing acumen with a strong IT background. Reliable and driven, with strong time management and prioritization abilities. Determined to utilize and implement transferable skills and knowledge for working efficiently towards productivity.

PERSONAL ATTRIBUTES

• Clinical and attention to details

• Able to perform under pressure

• Possess a culture of excellence

• Able to persuade and influence others

• Good relationship builder with strong diplomacy skills

• Self-starter and self-motivated, willing to put in extra time

• Excellent communication, interpersonal and reporting skills

• Solution driven; able to react quickly and resolve issues so the workflow can continue

• Possess the ability to plan and organize self and work in order to achieve objectives and targets.

WORK EXPERIENCE

Giant View Integrated Services Ltd. March 2016 – Date

Position: Client Relationship Officer Location: Lagos

Duties: Serves as a liaison between the company’s staff, and customers, developing relationships, providing guidance, advice and ensuring all of the customer’s needs and timelines for issues resolutions are being met on daily basis. Works on continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Fuson Nigeria Limited (For: BlackBerry Nigeria) Nov. 2014 – Nov. 2015

Position: Field Sales Executive Location: Lagos

Duties: Worked as a client facing representative of the BlackBerry brand and ensured the sales of authentic blackberry devices through and within an assigned existing retail partner's stores. Handled presentations and demonstration of product features/benefits to generate customer's interest. Provided after sales and technical support to end users/customers. Recorded details of interactions, complaints and actions taken to resolve them. Monitored and ensured availability of stock in assigned retail partner stores. Prepared daily and weekly reports of all blackberry device and its market share in comparison with other OEM brands sold at the designated retail partner stores. Supported all company initiatives, gave actionable feedback, shared best practices and served as an advocate and information source.

Lyncos &Sons Development Company Ltd. Jan. 2013 – Oct. 2014

Position: Operation Support Assistant Location: Abuja

Duties: Undertook a range of routine day-to-day administrative tasks as well as provided more detailed support to projects and programmes handled by the organisation. Assisted in budget preparations and resource allocations for supported projects. Handled escalated issues and followed-up on outstanding clients issues promptly. Recommended improvement processes towards fast delivery of projects, operational efficiency and cost- effectiveness. Managed job calendars and flows to ensure timely completion of projects. Carried out other duties as may have arisen or assigned in line with the organisation's commitment to its clients.

Airtel Nigeria Limited July, 2009 – Oct. 2012

Position: Customer Support Representative Location: Abuja

Duties: Provided exceptional customer support while communicating and assisting customers via phone. Analyzed customer reported information to identify problems and concerns. Ensured that high quality standards and timely resolutions are maintained for all customer interactions and issue resolutions within a wide area of product technicalities. Performed problem research and testing when necessary. Initiated follow-up to other service areas when appropriate. Provided feedbacks based on customers interactions.

Johngate Ind. Co. Limited Sept. 2008 – June, 2009

Position: IT Support Officer Location: Lagos

Duties: Followed help desk procedures to administer software application programs and system solutions. Identified and provided solutions to technical problems and challenges experienced by system users. Diagnosed and resolved issues with network servers and PCs. Implemented, and supported the use of appropriate guidelines in issues resolutions. Provided needed technical supports, education and guidance in the deployment, use and maintenance of systems within the organization. Also performed other necessary administrative duties as were required.

EDUCATION

• Nnamdi Azikiwe University, Awka B.Sc Computer Science (Second Class)

• University of Benin, Benin-City Diploma in Computer Engineering

• Senior Secondary School Certificate (WASSC)

CERTIFICATE TRAININGS

• Global Distance Learning Institute, Abuja Microsoft Certified Solutions Associate (Win Server 2012)

• TTC Mobile’s, Lagos Certificate Training in IT/Telecommunication

• AFRIHUB’s Universal Mandatory IT Training (UMITT) PROFESSIONAL

• Nigerian Institute of Management (NIM)’s Certificate of Proficiency in Management

ADDITIONAL INFORMATION

Nationality: Nigerian

HOBBIES & INTERESTS

Charles is an outdoor person who enjoys every opportunity to learn from people around him. He also possess empathy, understanding and a strong desire to help others.

REFERENCES

Available on request

Contact this candidate