ONANUGA TAIWO IFEDOLAPO- | Tel: -
Summary:
Dedicated and result driven and detail-oriented with over 6 years combined experience in customer
related roles in IT and television media sector, handling customer issues efficiently, enhance customer
satisfaction, and contributing to team success.
Skills:
• Customer Service/Support
• Call Center Operations
Slack,Hubspot)
• Communication
• Conflict Resolution
• Team Collaboration
• Training
• Excel
• People management.
• Asana
•Live Chat
•CRM
Software
(e.g.,
Salesforce,
Zendesk,
•Problem-Solving
•Mentoring
•Time Management
•Interpersonal Skills
•Microsoft 365
•Jira
Professional Experience:
Roston Estate Limited
Transaction Officer/Customer Support(Remote) July 2023
– July 2024
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Provided exceptional customer service by addressing inquiries and resolving complaints in a
timely manner.
Assisted customers with tenancy documentation, transactions, and real estate investment
information.
Utilized CRM software to document and manage customer interactions effectively.
Worked collaboratively with team members to achieve department goals.
Resolved customer complaints and escalated issues to appropriate departments when
necessary.
Managed customer records and updated information in the cloud storage system.
Channels Television Incorporated Playout Operator Aug 2020 – Aug 2023
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Operate, monitor, and maintain broadcast equipment including video routers, waveform
monitors, and audio consoles.
Ensure the smooth transmission of live and recorded programming by troubleshooting and
resolving technical issues.
Collaborate with production teams to ensure the delivery of high-quality content.
Maintain accurate logs of transmission activities and equipment performance.
Coach new MCR Operators on standard operating procedures and equipment usage.
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Respond to emergency situations and take appropriate actions to prevent service disruptions.
Assisted MCR Operators in operating and maintaining broadcast equipment.
Conducted routine maintenance checks on equipment to ensure optimal performance.
Troubleshot and resolved technical issues to minimize service disruptions.
Conducted quality control checks on programming content to ensure compliance with
broadcasting regulations.
Editing videos using Adobe Priemiere.
New Horizons Systems Solutions Limited, Nigeria
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Retail counselor/Customer Solutions
Nov 2015–July 2020
Online marketing of trainings using Hubspot connected to the company
website.
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Physical market outreaches to schools and youth camps.
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Scheduling of various classes for customers.
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Collaborating with instructors to set trainings in free time slot and class
venue.
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Surpassing targets for training enrollments.
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Resolving customer disputes and proffering solutions to optimize
processes.
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Online live chat agent.
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Email, phone call and text marketing.
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Responded to customer inquiries via phone, email, and in-person,
ensuring prompt and accurate resolution.
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Contributed to a team-oriented environment to enhance customer
experience.
Lasaco Assurance Plc
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IT Support Officer Nov 2013 - Oct 2014
Provided technical support for computer hardware and software.
Filed tickets, resolved issues, and logged all requests/tickets.
Installing and updating software to prevent security gaps which include Microsoft office suite,
Anti virus, Adobe pdf reader, Google chrome, and Insurance software.
Conducted skills development training for new and existing corps members.
IT Support Officer (Internship)Jan - Sep 2012 & May - Aug2010
Provided technical support in a fast paced team environment.
Installing and updating software to prevent security gaps which include Microsoft office suite,
Anti virus, Adobe pdf reader, Google chrome, and Insurance software.
Daily Backup of company documents.
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Responded to customer inquiries via phone and in-person, ensuring prompt and accurate
resolution.
Maintained up-to-date knowledge of bank policies and procedures to assist customers
effectively.
Contributed to a team-oriented environment to enhance customer experience.
Education:
Master of Information Technology (2019)
University of Lagos, Nigeria
Bachelor of Science in Computer Science (2013)
Bowen University Iwo, Nigeria
Diploma in Human Resources (2023)
Alison.com
Certifications
Diploma in Multimedia (2015)
Diploma in Human Resources (2023)
Professional Scrum Master 1(2023)
Certified Six Sigma Black Belt (2023)
ISC2 Certified in Cybersecurity (2023)
Business Analysis Training (10Alytics 2023)
Google IT Support Professional Certificate (2023)
