Customer Service Representative

Opara Toochukwu Modestus MSc, BSc, MCTS, cITP

*-*** ******* ******, *******, MB, R5k 1G5,

E-mail: *******@*****.***, Phone No.: 204-***-****

PROFESSIONAL SUMMARY

•Excellent customer service and interpersonal skills

•Excellent oral and written communication skills

•Knowledge or wireless network configurations

•Knowledge of current Windows and iOS/iPadOS/macOS

•Good analytical reasoning

•Honesty and Integrity

•Ability to learn fast and adapt to new technologies

•Strong collaboration and good team spirit

Work Experience

Mar 2023 to date - Technical Customer Service Representative, IntouchCX (Marshmallow – L2)

Responsibilities:

Provide problem resolution support to clients including identification, troubleshooting and guiding the customer to a solution

Providing meaningful and positive experience to customers

Communicate a variety of information to customers

Effectively manage a high-volume call and case load

Serve as a liaison between clients and technology teams to coordinate resolution

Develop expertise in all systems and processes related to the online client experience

Keep accurate record of the processes taken to resolve issues

April to Sept. 2022 - Admin Officer, IFT

Achievement:

•Coordinated all the repair/reconstruction activities of the parent company (Kunoch Ltd)

•In charge of the day to day running of Integrated Farm Technology.

•Reported to management at headquarters in Lagos, Nigeria of the activities of IFT.

•Looks at the books of Songhai Ltd. (Partners) at both of the farm locations.

•Meets prospective buyers and organizations whom we supply the farm produce.

•Went about getting the prices of the goods produced from and other farms, analyzing them to help IFT (we on the side of IFT, and top Kunoch management (Owners of IFT)) and the partners Songhai make decisions on the prices of good and which plant to plant and when.

Oct. 2008 to Mar. 2022 - Network Admin/Accountant, NIIT Centre

Achievement:

•Have severally networked the NIIT computers for the electronic examinations.

•Interfaces with parents/students and prospective customers.

•Managed the database of the NIIT Centre.

•In conjunction with the Director of Admin whom I work directly under make decisions on pegging the prices of courses, how to run the centre, and other administrative works after getting information on registration and output of both students and staff.

•Successfully taught and graduated students in Comptia A+ and N+ (Computer System Troubleshooting and Maintenance, and Computer System Networking respectively)

Jan. To Sept. 2008 Infrastructure Manager, Socketworks Nigeria

Responsibilities:

Management of the of Socketworks system and networks infrastructure onsite.

•Maintenance of the network infrastructure of the different institutions Socketworks was affiliated to.

•Provided IT business and application support services for projects and special requests

•Clearly composed and delivered verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and product

•Continuously called, monitoring and followed-up with client until the activity was completed client is 100% satisfied

•Used remote tools and diagnostic utilities to aid in troubleshooting

•Documented problems and their solutions

•Made decisions on the infrastructure to service/replace.

•Contributed to technician knowledgebase as needed

Education

Bachelor of Science, Computer Science 2003

Imo State University, Owerri

Professional Membership and Certifications

cITP (Certified IT Professional by CPN) 2010

MCTS (Microsoft Certified Technology Specialist) 2010

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