Samuel Olatoye

SAMUEL OLATOYE 3, Mogbonjubola Street, Shomolu, Lagos ●Mobile: - ●Email: -Summary Enthusiastic Software Testing Analyst and Operations Specialist skilled in framework creation with proven communication skills to work with clients to ensure program/operations performance. Designs and implements software-specific tests for vulnerability. Proven analytical awareness to facilitate a speedy resolution to actual and potential problems.  Skills Exceptional communication skills MS Windows, iOS and Linux/Unix proficient SQL/MySQL Excellent knowledge of O365 and G-Suites Creative problem solver Advanced troubleshooting skills CRM proficient (Salesfore, Hubspot, Zendesk, Oracle, Jira, Pipedrive, Zoho etc.) Oracle Database proficient Proficient with documentation tools (Coda.io, SharePoint Trello and Notion.so) Selenium IDE Work History QA/Senior Operations Lead: Growth Delivery, August 2019 till date Invisible Technologies Inc. – San Francisco, USA(Remote) Data mining, analysis and visual representation Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Direct communication with other teams to enhance SLA compliance Incident management Lead Generation Project management QA/QC Test Cases and Test Scenarios development Assisted with team coordination Queue Management Assistant Lead Back-End Operations, October 2018 - August 2019 NATCOM Development and Investment Limited - Ikoyi, Lagos. Assisted with team coordination Device troubleshooting and SIM asset management Direct communication with other teams to enhance SLA compliance Management of escalated trouble tickets from outbound, inbound, social Media, sales (Direct and Indirect) teams Resolution of Escalated trouble tickets within the average Turn Around Time Self-Care Portal Administration CRM Operations Network status monitoring and escalation based on SLAs, Complaints follow Up to fast-track resolution Incident management Service requests/Trouble Tickets life cycle Management Routine update of knowledge Management Database Back Office Support Agent, April 2017 till October 2018 Contact Solutions Limited – NATCOM Development and Investment Limited - Ilupeju, Lagos. Device troubleshooting and SIM asset management Direct communication with other teams to enhance SLA compliance Management of escalated trouble tickets from outbound, inbound, social Media, sales(Direct and Indirect)teams Resolution of Escalated trouble tickets within the average Turn Around Time Backend Support service for Frontline and sales outlet agents Compilation of daily resolution report Self-Care Portal Administration CRM Operations Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Network status monitoring and escalation based on SLAs, Complaints follow Up to fast-track resolution Incident management Service requests/Trouble Tickets life cycle Management Provision of information regarding network condition. Customer Service Agent, October 2016 – April 2017 Contact Solutions Limited – NATCOM Development and Investment Limited - Ilupeju, Lagos. Answered product questions with up-to-date knowledge of sales and shop promotions. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Developed a reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer enquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Directed calls to appropriate individuals and departments. Routinely answered customer questions regarding products and pricing. Unit Manager (Sales and Marketing), July 2015 till November 2015 Law Union and Rock Insurance PLC - Ikeja Branch, Alausa-Ikeja, Lagos State. Assisted in creating pre-season marketing plans to support department and divisional strategies. Communicated all retail initiatives and promotions to customers to generate return business. Set up and explained new membership contracts. Learned, referenced and applied product knowledge information. Dedicated to continuously improving sales abilities and product knowledge. Helped drive sales goals and achieve monthly quotas. Built long-term customer relationships and advised customers on purchases and promotions. Career Achievement Most promising inbound customer care agent Q1- 2017 Backoffice Support agent of the year - 2017 Education Certificate: Information Technology Infrastructure Library Version 3, 2018 New Horizon Training Institute – Surulere, Lagos Masters Degree: Technology Management, In-View National Centre for Technology Management – Lagos Post Graduate Diploma: Technology Management, 2017 National Centre for Technology Management – Lagos Grade: Distinction Higher National Diploma: Environmental Health Technology, 2015 Osun State College of Health Technology – Ilesa, Osun State Grade: Upper Credit National Diploma: Environmental Health Technology, 2013 Osun State College of Health Technology – Ilesa, Osun State Grade: Upper Credit Senior Secondary School Certificate: 2010 St. James Grammar School – Osogbo, Osun State Referees are available on request