Voice Assistant Testing Specialist Resume Title

FUNMILOLA ADENIKE ADETOMIWA

Canada +*** 802-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Results-driven customer service and network operations professional with over 8 years of experience in telecommunications, enterprise support, service assurance, and customer relationship management. Experienced in SLA monitoring, incident management, technical troubleshooting, and enterprise customer support. Strong ability to resolve issues efficiently, coordinate cross-functional teams, and maintain excellent customer satisfaction in fast-paced environments.

PROFESSIONAL EXPERIENCE

Operations Assurance Expert

JSK Consulting (Seconded to Airtel Business Network Operations Center) — Lagos, Nigeria

June 2022 – Present

Manage enterprise network incidents and ensure timely resolution for business customers.

Monitor service performance and ensure compliance with Service Level Agreements (SLAs).

Conduct system health checks and participate in customer service improvement initiatives.

Coordinate planned and unplanned maintenance activities with customers and technical teams.

Process and manage customer change requests effectively.

Maintain high customer satisfaction through prompt response and issue resolution.

Customer Service Officer

9mobile Nigeria — Lagos, Nigeria

April 2016 – June 2022

Handled inbound calls from existing and prospective customers professionally.

Provided prompt support and solutions to customer inquiries and complaints.

Maintained accurate documentation of customer interactions and issue resolutions.

Escalated unresolved or complex issues to appropriate departments.

Managed dissatisfied customers while maintaining professionalism and empathy.

Tracked and followed up customer requests to ensure timely resolution.

Supported handling of major incidents beyond frontline resolution level.

Teacher (National Youth Service Corps)

Victory Point Academy — Lagos, Nigeria

August 2014 – July 2015

Prepared and delivered lessons to students of different age groups and abilities.

Assessed student performance and provided constructive feedback.

Maintained records of students’ academic progress and development.

Conducted research to improve subject knowledge and teaching effectiveness.

Participated in organizing extracurricular and academic activities.

EDUCATION

Bachelor of Science (B.Sc.) in Industrial Relations and Personnel Management

University of Lagos — Lagos, Nigeria

2009 – 2014

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Customer Relationship Management (CRM) Systems

Paessler Router Traffic Grapher (PRTG)

NetBoss

Operation Web Services (OWS)

Network Monitoring & Troubleshooting

Incident Management & SLA Monitoring

Customer Support & Service Delivery

CORE COMPETENCIES

Customer Service Excellence

Communication Skills

Problem Solving

Team Collaboration

Time Management

Adaptability and Willingness to Learn

Ability to Work Independently

Attention to Detail

Conflict Resolution

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