Customer Service Account Executive

SKILLS AND COMPUTER PROFICIENCIES

Outstanding ability to gather and .

analyze Requirements and generate Proficiency in MS Office, Outlook,

reports Excel, PowerPoint, Access and Visio,

Business Communications Specialist Rational Requisite Pro, SharePoint.

Detail Oriented, dedicated Windows vista/Windows 7/Windows 8,

self-starter with right blend of LINUX, UNIX, Windows Server 2003/08/12

initiative Mac OS X Mountain Lion, Mac OS X Snow

Exceptional Interpersonal and Leopard.

Communication skills. Ability to organize and present ideas

Profound ability to make in a convincing and compelling manner.

administrative/procedural decisions Ability to exhibit flexibility in a

and judgments. fast paced situation.

Ability to multitask, prioritize Proficient in the use of USE case

tasks and meeting deadline. tools.

Strong leadership and analytical Knowledge of SQL in Oracle and

skills Microsoft databases.

Problem solving skills Knowledge of project life cycle and

Ability to work in a collaborative software development life cycle.

team oriented environment and under

pressure

Ability to maintain confidentiality

or any sensitive information.

EDUCATION AND TRAINING

Masters of Science in Financial management and information systems, GPA: 3.5

(University of Maryland University College, Adelphi MD. Dec 2013.

Bachelors of Science in Computer Engineering,( LAUTECH, Ogbomosho, Nigeria.

October 2006

EMPLOYMENT HISTORY

CASE MANAGEMENT SPECIALIST MARCH

2010- PRESENT

DEPARTMENT OF PUBLIC SAFETY AND CORRECTIONAL SERVICES, MARYLAND CORRECTIONAL

INSTITUTION FOR WOMEN ( JESSUP, MD

Elicit requirements using interviews, document analysis, requirements

workshops, surveys, site visits, scenarios, task and workflow analysis.

Responsible for critically evaluating information gathered from multiple

sources, reconcile conflicts, decompose high-level information into details,

abstract up from low-level information to a general understanding so as to

determine program requirements and needs.

Maintain an accurate and up-to-date base file on each assigned inmate and

reviews the file periodically to determine the inmate's needs and eligibility

for specialized programs

Develop program goals designed to address the inmate's educational,

vocational and therapeutic needs and consults with program staff to monitor

the inmate's progress in reaching program goals.

Consistently exercises discretion and judgment to analyze, interpret, make

deductions and then decide what actions are necessary based on the varying

facts and circumstances of each individual case.

Participates in continuing education activities, remaining knowledgeable in

area(s) of expertise

.

CUSTOMER ACCOUNT EXECUTIVE FOR IP SUPPORT

NOVEMBER 2009 - MARCH 2010

COMCAST CABLE ( LARGO, MD

. Solicited and provided summary and detailed documentation of

defined business requirements, scope changes and resource planning

issues, as appropriate, for timely input to support critical

decision points

. Provided a high level of customer service by giving accurate and

relevant information using appropriate resources.

. Effectively marketing the company products while assisting

customers by sharing features and benefits of the products.

. Analyzed business workflow and technical system needs.

. Resolved defects in co-ordination with the development team.

. Resolved technical issues surrounding Internet, telephone and

digital cable services while demonstrating excellent customer

service and technical skills.

. Troubleshooting customer issue and provide resolution in a timely

manner

. Connected with customers by demonstrating empathy through voice and

word choice

. Consistently meeting sales goals and excel in a competitive

environment

. Responsible for keeping commitments in a timely manner and

resolving issues promptly

. Established and maintained effective working relationships with

members of public, associates and senior management

. Handled and solved problems in a professional manner

. Documented account information appropriately and thoroughly

I.T BUSINESS ANALYST

November 2007 - December

2008

BINOTECH SOLUTIONS ( UNITED KINGDOM

. Elicited requirements and scope using interviews, shadowing, document

review, surveys and other techniques

. Gathered functional specs and requirements for development and

customization of financial systems

. Analyzed business systems and processes and help propose solutions

. Provided a high level of customer service by giving accurate and

relevant information using appropriate resources.

. Solicited and provided summary and detailed documentation of defined

business requirements, scope changes and resource planning issues, as

appropriate, for timely input to support critical decision points.

. Collected, reviewed and documented business needs and requirements,

user documentation, process flows; coordinate design reviews; and

serve as a liaison between technology and business

. Created detailed system specifications and IT system test plans to

support the business need.

. Worked with Testers in performing system testing and coordinated User

Acceptance Testing activities

ASSOCIATIONS

National Association of Computer Science Students (NACOSS)

National Computer Science Academy (NCSA)

American Federation Of State, County and Municipal Employees (AFSCME)

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