Customer Service Management

ODUWA JONATHAN IMADE

**, ****** ******, ****** *****,

Lekki-Epe Expressway, Ajah, Lagos, Nigeria

Mobile: +234 (0-817-****-***

Email: *********@*****.***

PERFORMANCE SUMMARY

High-performance, enthusiastic and result-oriented professional with experience spanning over four years. Possess proven interpersonal skills and can work both as part of a team or independently, often solving problems without management intervention. Highly adept learner and thrives on new challenges, is well organized, focused and displays unerring professionalism. SKILLS & ACHIEVEMENTS

Data Analysis & Reporting

Analysed data supplied by heads of various Service Groups and prepared clear reports

Automated a time-consuming process highly subject to errors by implementing Excel advanced functions, while increasing accuracy and reducing computation time by 95%

Implemented data management techniques that restructured and eliminated data redundancies

Liaised with supervisor to collate requirements for ad hoc management reports. Updated records and maintained the overall integrity and quality of database

Solely responsible for analysing survey data collated over a 12-month period; draw accurate inferences in accordance with the objectives which secured accolades from senior managers Customer Support

Advised customers on products and services; promoted brand credibility through market campaign

Escalated major issues to key personnel, and tracked status to ensure resolution within SLA

Effectively managed business partners, notes, correspondence and documents with SAP/Siebel CRM

Reviewed and approved applications, processed debit/credit card payments for Oyster cards and travel tickets in compliance with company’s policy

Profound understanding of customer psychology aimed at providing individualized customer services

Technical

Diagnosed and resolved hardware connections and login issues etc. encountered by Kit Operators(KO) thus reducing the average number of service requests opened with IT Support

Installed applications, upgrades and monitored incident trends for investigation by software vendors.

Instrumental in installing over 30 new computers, hardware peripherals and application software to accommodate increase in service demand

Oversaw staff to set up over 50 laptops for patch installation required to redressed a software glitch

Harnessed enterprise applications and analytical methods to systematically interpret information required to support decision making when resolving billing and payment issues Knowledge Management

Assisted with meticulous research and 100% accurate documentation of a new mentoring programme

Generated clear and concise reports of daily activity ahead of schedule for Line Manager

Maintained and reconciled account computations against physical count of hardware to ensure integrity and correctness

Prepared and timely distributed weekly performance report to management staff.

Proactively documented all laptops, scanners, camera, internet broadband dongles taken out of the project site by team members, IT Support engineers, Software vendors or senior staff

Maintained an up-to-date database of Kit Operators (KO) information, attendance report and daily nominated KO for mobile registration programme

ODUWA JONATHAN IMADE *********@*****.*** Page 2 Operations & Staff Management

Coordinate the daily operational objectives of performing departmental functions in an efficient, timely manner and ensured team stayed current on all new product functionalities

Coordinated order processing tasks thus reduced average dock to stock time by 25%

Prepared payment schedule and ensured the optimal appropriation of allocated funds to staff

Recruited and trained over 50 personnel on using the Smart Client software for data capture

Managed the overall allocation of resources, work progress and ensured compliance of staff to workplace rules and ethics.

Problem Solving

Reconciled account discrepancies by liaising with the Finance Department to conduct refund investigations which resulted in saving more than a £1000 for TfL in a 3-month period

Liaised with project coordinator to audit and correct payment schedule and resolved payment transactions issues for SIM Registration Agents

Resolved customer and agent challenges through proactive investigation of complaints in collaboration with relevant personnel, partnering with other departments, including the client Quality Control

Collaborated with quality control team which resulted in 40% reduction in dirty data in a two-month period in 2013; received senior management commendation for outstanding performance

Inspected merchandise to include checking for shortages and rejected defected products

Enforced quality standards in utilizing SAP for logging information, answering calls etc. as outlined by the organisation thus resulted in over 90% score in monthly Quality Audit assessment

Evaluated and redressed product arrangement patterns against safety standards that resulted in 99.9% of undamaged orders delivered to customers

EMPLOYMENT HISTORY

SIM Registration Supervisor, MTN, Lagos 12/2015 - 02/2016 SIM Support Officer, MTN, Lagos 06/2013 - 01/2015

Customer Service Advisor, TFL, UK 10/2010 - 11/2011 Data Analyst, DGS MIND, UK 04/2010 - 09/2010

Distribution Centre Operative, CURRYS, UK 12/2009 - 04/2010 EDUCATIONAL & PROFESSIONAL DEVELOPMENT

BSc (Hons) Computer Applications (2:1), UNIVERSITY OF SUNDERLAND, UK, 06/2009 National Youth Service Corps (NYSC), 03/2013

ITIL v3 Foundation Certificate in IT Service Management, 01/2013 Oracle 11g Database Associate, 11/2012

Hardware Training @ Computer Warehouse Group (CWG) A five-month intensive course on Windows Systems Administration, End User Support, Service Desk Operation, Incident Resolution, Enterprise Storages and various OEMs Computer Skills: Hardware Setup, Troubleshooting, Configuration, Internet Research, Microsoft Office Suite

(Excel, Word, PowerPoint, Outlook), Siebel CRM, SAP CRM, Windows OS 7/8 administration, SQL, HTML

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