Customer Care Service
Resume:
AREAS OF EXPERTISE
TOMILOLA OLANIYI
********@*****.***
Customer Care Support
PERSONAL SUMMARY
Customer Service A well-presented, well-mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving customers’ technical problems via telephone, e-mail and one to one.
Having a proven record of accomplishment of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail. Looking for a company, which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential. WORK EXPERIENCE
Globacom Nigeria Ltd. 2014 Challenge Branch, Ibadan Oyo State CUSTOMER CARE JUNE 2014
Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 800 users & on average answering 40 IT calls a day.
University College Hospital – Oyo State
IT SUPPORT DEC 2014
Responsible in making sure that all computers in the hospital wards are summiting data into the hospital applications which is running on the Hospital server, I’m also responsible for making sure that the account departments / pharmacy department systems are synchronizing with the server accurately to store& retrieve data Charvid Digital Press. 2016 Soar Plaza, First Avenue, Abuja GRAPHICS OPERATOR DEC 2016
I decided to take up a new challenge as my job required me to do a little bit of graphical works, I was able to design a complementary cards as a starter, then progressed taking more challenges in design sophisticated designs
Root-cause analysis
Technical support
Addressing customer
issues
SQL
PROFESSIONAL
Diploma in Desktop
Publishing
Oracle Database
Customer Care
PERSONAL SKILLS
Implement best practices
Professional telephone
manner
Analyze problems
Charvid Digital Press. 2016 Soar Plaza, First Avenue, Abuja COSTING AND CUSTOMER CARE JAN 2017
I was placed in charge for billing customers and relating with customers if any issues presents itself, I was also in charge of making an accurate account month Duties:
Handling incoming incidents via the phone / e-mail promptly and effectively.
Diagnosing and resolving a wide range of technical issues over the phone.
Take ownership of a call and seeing it through to closure. Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.
PERSONAL DETAILS
No 2 Olaniyi Rasheed
street oniyefun zone d1,
thy-will Akanran rd.,
Ibadan.
No 6, Akinwunmi Street,
Alagomeji, Yaba, Lagos
State.
T: 081********
M:
********@*****.***
Date of Birth :12th
April, 1994
Nationality : Nigerian
Ensuring that all call details are captured and entered in the logging software. Updating support documentation.
Answering & responding to all calls & requests within agreed time scales.
Keeping customers updated as to progress.
MTN Nigeria (ISON Contractor)
CUSTOMER CARE REPRESENTATIVE April 2017 – Till Date I am at the inbound department; we receive calls from customers and solve issues relating to MTN products and services. I interact with more 150 customers on daily basis.
KEY SKILLS AND COMPETENCIES
A good working knowledge of all levels of helpdesk support
Excellent telephone manner and customer service skills.
Able to diplomatically manage customer's expectation.
Experience of setting up and maintaining hardware and software systems.
Ability to work shifts and weekends - occasional overtime / overnight.
Having the ability to listen to, understand and defuse difficult situations.
Experience of working with CAFM systems & multi-line help desk systems.
Knowledge of all Microsoft office applications and operating systems.
Experience of working with AVAYA Application
ACADEMIC QUALIFICATIONS
BSc (Hons) Computer science (First Class Honors) Achievers University Owo, Ondo State 2011 – 2015
A Levels W.A.E.C.
Asegun Comprehensive High School, Asolo, Ibadan.
REFERENCES – Available on request
Contact this candidate