Mojeed Sulaiman

Mojeed Sulaiman A. 54 Ogunmokun Street, Mushin, Lagos, Nigeria | - |- HIGHLIGHTS OF QUALIFICATIONS    Helpdesk/User Support Associate known for exemplary customer empathy, team player mindset and exceptional service delivery excellence. Record of dedication and dependability reinforced by consistent “exceeds expectation” ratings on performance reviews and “Back Office Support Staff of the Year” award. Service-minded, backed by excellent interpersonal skills and a commitment to customer service that has been described as “second-to-none” by employers. AREAS OF EXPERTISE    Google Suit (Gmail, Sheets, Calendar & Docs ) Live chat software (Slack, WhatsApp & Skype) Articulate communication    Customer Service Excellence Microsoft toolkits (Word, Excel and Outlook) Computer skills     Word Processing Trello cards Database Mgt. SharePoint EMPLOYMENT HISTORY Customer Support Associate IB-Tech Enterprise, Lagos, Nigeria Jan. 2019 till date Serve customers by providing product and service information and resolving product and service problems.         Listen to customers’ concerns and handling complaints as well as returns. Give detailed explanations of services or products. Work with sales team to establish better methods to address customer complaints. Review customers transactions while resolving issues. Communicate with customers in-person, through email or live chat, over the phone or on social media. Receive orders, calculate charges and process payment receipts. Cross-selling other augmenting IT wares/products. Follow-up on leads and convert lead to sales. Finance & Admin Support Global Alliance for Improved Nutrition, Abuja, Nigeria. May 2018 – Dec. 2018 Assist with clerical jobs and see to the smooth running of the office.     Managed procurements and supply of stationaries as well as facilitate its disbursement to departments/project offices within the organization. Prepared and reconciled inventory receivables with those supplied to project offices. Processed travel itinerary and out-of-station allowance. Periodically supervise the janitors to ensure the office space and its environment is clean at all times.            Raised cheque requisition for payment of routine maintenance of office fleets. Supervised and communicated clear instructions to the drivers and cleaners. Conducted early morning and COB routine checks on the company facilities and cars to ensure they are in good condition. Aid in financial data reportage and updated financial records in ledgers and journals. Closely monitored applicable federal and state requirements to minimize legal and financial risks. Updated entries in ledger using QuickBook. Reconciled account information and reported figures in the general ledger by comparing to bank account statement quarterly. Managed office inventory and ordered new supplies when items were running low. Pitched in to assist Finance and Admin Manager with special projects and additional tasks. Interacted with vendors, contractors and professional services personnel to receive orders. Helped in providing logistical support for meetings and events, including meeting room reservations, agenda preparation and setting up calendar/reminders. Helpdesk/User Support Officer First Bank Nigeria Limited, Lagos, Nigeria (Seconded). Aug. 2012 – Oct. 2017 Respond to incoming requests for IT support and resolve network, hardware and software issues.           Established network specifications and analyzed workflow, access, information, and security requirements for over 700 branches nationwide. Provided first and second-level support for all front-end users bank-wide. Created standardized job cards/manuals and helped with training front-end users on how to carry out minor L1 troubleshooting independently. Engaged end-users and answered questions via email, phone, live chat, and screen sharing platforms. Collaborated with vendors to locate replacement components and resolve advanced problems. Worked with the software development team on reported errors and bugs on new releases and assisted with the deployments of release fixes. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution. Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. Created support documentation that empowered and enabled users to extend skills, leverage system features, and find resolutions to questions without intervention from the support team. Removed and replaced malfunctioning components to correct hardware problems. ACCOMPLISHMENTS   Named “Most Customer-centric Back-end Staff, First Bank Nigeria Limited, 2016.” Best Staff of the Year 2019 and 2020 at my current place of employment. Commended by supervisors for flexibility in changing work hours when asked, often filling in for absent employees during scheduled days off. EDUCATION HISTORY B.Sc. Degree in Business Administration 2017 Joseph Ayo Babalola University, Nigeria (Equivalent to a Bachelor’s Degree in Business Administration, as determined by International Credential Assessment Service, Canada) Diploma in Banking & Finance Kwara State Polytechnic, Nigeria (Equivalent to a two year diploma certificate in Banking & Finance {to be evaluated soon}) 2011 Secondary School Leaving Certificate (SSCE) 2006 Tosvvi Precious College, Nigeria (Equivalent to a High School Degree, as determined by International Credential Assessment Service, Canada) International English Language Test (IELTS Band 7) and Educational Credential Assessment certificates are available on demand. References from previous and current employer are available on request.