Oluwatosin Oluge

Summary An organized and dependable candidate with over 14+ years of experience successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals. Driven by a desire to achieve results, I actively contribute to team efforts and collaborate with colleagues to accomplish related objectives. My goal is to streamline processes, optimize productivity, and support the overall success of the organization. Proficiencies ● Communications and Interpersonal skills ● Attention to details and Accuracy ● Multitasking ● Time management and Prioritization ● Active listening ● Administrative support ● Problem-solving abilities ● Troubleshooting skill ● Resolution Hard Skills ● Data entry and management ● Chat and messaging support ● Knowledge of company products and services ● Slack ● Google workspace ● Microsoft office suite ● Zoom ● Intercom Experience COBRANET Limited-Customer Support Representative NOVEMBER 22, 2011 - TILL DATE, LAGOS ● Ensuring speedy resolution of complaints and technical issues by receiving complaints and notifying the applicable department to ensure resolution. instituted a system of following up on each resolution with the applicable department and the customer to ensure customer satisfaction and obtain service level feedback. ● I apply the use of a resolution tree to evaluate technical problems and find appropriate solution or identify who can provide the appropriate solution, leading to quicker complaints resolution. ● Maintain client satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns by checking on faulty modems before replacement can be done. ● Maintain transaction security by verifying payment cards against identification. ● Keep sales records of data cards in balance and run daily reports on an Excel sheet to verify totals. ● I help integrate new staff by running them through the induction programme and I also provide mentorship by guiding inductees through operational procedures, compliance requirements and performance strategies. ● I assist to resolve software problems by Registration, activation, and upgrade of software of client’s devices. ● Increase personal technical knowledge by reading, and diagnostics information, and attending conferences or seminars when possible. ● I ensure customer satisfaction and reduce network downtime and reduce turn around time for issue resolution by providing technical and non-technical support to customers, responding to support tickets via CRM, emails, and live chats. ● I onboard new customers and ensure all customers are able to commence the use of products and services of the company seamlessly. This includes educating them on the use of their devices, plan options and other technical information. ● I Actively coordinate knowledge sharing among the team leads to dispense ideas and common issues experienced by customers in a bid to create solutions. ● Escalating customers transaction or payment issues to concerned team and ensuring resolution. ● I coordinate the Investigation, troubleshooting and resolution of customer issues related to our services. ● I am responsible for ensuring sustainability and ease of transition by maintaining detailed records of customer interactions, issues and solutions. ● Participate in training and development programs to improve skills and knowledge. Multi-Digitech Limited- Front Desk Officer May 2011-Nov 2011, LAGOS ● Maintained accurate record-keeping with detailed attention to client information updates. ● Coordinated with operations staff to resolve service problems and boost client satisfaction. ● Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Yassima International School - Math’s Teacher (NYSC) FEBRUARY 2010 - FEBRUARY 2011, KEBBI ● Assist in the development and implementation of engaging and stimulating mathematics lessons for students of all levels. ● Assist with the preparation of instructional materials, such as worksheets, presentations, and manipulatives. ● Grade assignments, quizzes, and tests in a timely and accurate manner. ● Provide individual and group tutoring to students who need extra help. ● Implement effective classroom management strategies to minimize disruptions and promote engagement. ● Provide feedback to students on their performance and help them develop strategies for improvement. Certification Alhassanu Computer Training Centre Certification in Computer Application and Data Processing September 23, 2011 Jega, Sokoto La Plage Meta Verse Certification in Digital Communications and training management December 10, 2023 Lagos, Nigeria Alison Certification in Customer Care Skills and Telephone Etiquette April 25, 2024 Education and Training B.Sc.: Mathematics (2004 - 2008) Olabisi Onabanjo University, Ago Iwoye Ogun State. Senior Secondary Certificate (1995 - 2001) Lagos Anglican Girls Grammar School, Surulere Lagos State. First School Leaving Certificate (1989 - 1995) St. Catherine’s Model School, Yaba, Lagos State Languages English, Yoruba. References References Available on Request