Abe Oluwatomiwa

ABE, OLUWATOMIWA AYODEJI 5, Segun Abe Close, Greenland Estate, Igando, Lagos State Telephone:- Email:- PROFESSIONAL SUMMARY A high-energy, disciplined, exceptional, transparent, empathetic Customer-centric Customer Support professional, with about 4 years plus broad customer service experience, spanning basic customer service roles to more advanced customer support, service and satisfaction duties, encompassing, but not limited to troubleshooting technical problems and other computer network administrative roles. PROFESSIONAL SKILLS • An excellent communicator and an adept listener • Empathetic and passionate about customer satisfaction • Excellent People management and leadership skills • Highly proactive, transparent, exceptional and disciplined • Transferable excellent work ethics and time management skills • High energy made evident in ability to analyze, organize, multitask and initiate flexibility • Ability to turn customer pain points into insightful and actionable feedback • Ability to take up responsibilities under minimal or no supervision • Possess in depth knowledge of numerous software packages and operating systems. • Impeccable Systems troubleshooting, installations and maintenance skills • Proficiency in MS Office Tools and Customer support Tools(Live Chat, Zoho One, HoduCC) Tek-Experts Nigeria, Lekki, Lagos State (Sep 2020-Dec 2021) Level 2 Support Engineer for Microsoft Office 365 Exchange Online role where I doubled as a customer service and support engineer ➢ Answered questions bordering on products and services rendering, while also solving customer’s client technical complaints, thereby enhancing quality customer relations. ➢ Kept clients abreast of new developments of products and services necessary for business objectives, such as Teams for scheduled meetings, Help Desk, Rave diagnostic tools. ➢ Initiated follow ups of customer requests within the requested time frame. ➢ Consistently met performance milestones in speed, accuracy and volume, which led to the reduction of customer’s complaint by 30%, through escalated grievance resolution procedures. ➢ Fueled improvements on products and services by collecting valuable insights from interactions and transactions with customers, into a database that the company used to keep a pulse on what was going well and what needed attention. First Bank of Nigeria, CMS, Lagos State (May 2019- Sep 2020) A Customer Service Representative and System Analyst role ➢ Tasked with the responsibility of identifying strategic and effective ways to render optimal services to end users at various branches of First Bank Nigeria. ➢ Proactively monitored incidents to cub repetitive problems, which significantly minimized reoccurring problems to a 20% rate, as against the previous years which was at a70% rate. ➢ Turned customer pain points into insightful and actionable feedback, hence helping the organization shape frameworks and guidelines used to deliver best-in-class services. ➢ Led my team on effective communications with customers via phone calls, Live chat, SMS and Emails. Debie Mishael Consulting limited, Lagos (Jul 2017- Feb 2019) Customer service representative ➢ Supervised IT related customer complaints and transactions ➢ Displayed product knowledge, which improved brand image and left a lasting impression on our clients, and in return the quality of returning clients ➢ Resolved issues customers had with navigating product and services ➢ Kept an accurate, up-to-date database of customers, which helped to keep track of client based specific demographics and also promoted excellent customer service ➢ Processed orders, requests, complaints, kept records of such and provided feedbacks as and when due to customers ➢ Kept customers abreast of new development in the company’s product and services ACADEMIC QUALIFICATION BSc. Computer Science Ekiti State University, Ekiti, Nigeria 2015 REFERENCE Ms. AYODELE, Foluke Elizabeth Assistant Director, Floria Hotels and Suites-