Hi, I’m
Mary Obieli
Summary
Motivated IT support technician seeks new position in dynamic, growth-oriented company focused on cultivating exceptional customer experience and a positive work environment. With over 8 years of customer service experience and 2 years' experience providing 2nd level technical support on VPN technology, data management, troubleshooting and addressing user concerns. Paying great attention to detail and a dedication to technical improvement to each job and resolves problems quickly on first call.
Is now seeking position with a stable and reputable company to utilize my technical and customer service skills to contribute to the overall success of the company.
Overview
11
years of professional experience
10
years of post-secondary education
2
Languages
Work History
MPS
Technical Support
02.2020 - Current
Job overview
- Provide 2nd level technical support for all kind of issues to support Global Cinema Support team and the clients
- Perform general data management and database administration duties to ensure accuracy, completeness and relevance of stored information
- Support and promote all Exhibitor facing products (KeyGen, LANsat, Bel Air Cinema) to stimulate business growth
- Escalate queries/problems to the appropriate department if necessary to ensure all relevant parties are aware of any ongoing projects or problems as they arise
- Liaise with the clients and external partners to support and expand the business operations
- Fill up reports, process spreadsheets and share the data with relevant parties to assure the information flow
Scope
Supporter Care Executive
12.2018 - 04.2019
Job overview
- CSE) Office and Home Based
- Manage the Supporter Care Team ensuring that all supporter and non-supporter responses and enquiries are processed within the agreed SLA while maintaining an excellent standard of customer care that enhances supporter value
- Ensure that higher value supporter relationships are managed effectively and proactively as required, for example people who pledge to leave Scope a Legacy in their will
- Manage and motivate the Supporter Care team effectively to achieve performance targets maintaining procedures and contingency to react to unplanned demands
- Monitor and optimise the standard of customer care delivered by the Supporter Care team and, ensure that optimal customer service is achieved
- Monitor and demonstrate achievement of targets, reporting on performance as required by the Head of Supporter Care
- Act as the ‘Supporter’s Representative’, informing the development of supporter communication management strategies and the development of Scope’s policy, by predicting supporter response
- Train the Supporter Care coordinators to ensure that the maximum number of communications can be resolved first time and encourage the team’s personal and professional development
- Develop and use training plans for each team member
- Conduct regular 1-2-1 meetings with team to maintain focus and motivation on Customer Service standards and target
- Monitor the nature of supporter enquiries and establish ongoing feedback opportunities from supporters providing reports as required by the Head of Supporter Care
- Feedback to other areas of the business as required, highlighting issues that impact on service delivery
- Actively seek continuous improvement within the team, changing systems and processes where relevant in order to increase efficiency and identify “preventable” work in order to manage the team work load effectively
- Manage the development and documentation of procedures which ensure accurate data capture, fulfilment and customer service delivery maintaining a constant awareness of business requirements and a working knowledge and understanding of team tasks
- Support the management of the overall Supporter Care team, deputising for the Head of Supporter Care as required.
Iresa Ltd
Customer Service Co-ordinator
05.2017 - 08.2018
Job overview
- Maintaining and enhancing customer services by organizing and evaluating services, delivery systems, procedures and managing a team of 12 people, my duties includes the following:
- Training new starters within my team and ensuring that existing staffs are up to date with their knowledge within the energy sector
- Ensuring that team members are giving accurate information to customer and are adhering to regulations set by OFGEM
- Manage staff appraisals and keep up to date with industry changes and demands
- Communicating with customers through social media, for example Facebook and Twitter
- Devise individual learning plans, by having one on one coaching sessions with each member of the team once a month
- Conduct regular 1-2-1 meetings with team to maintain focus and motivation on Customer Service standards and target
- Managed call volumes and maintaining Service Level Agreements by making sure all reps were available and ready to take calls
- Worked proactively with management team and maintained awareness of upcoming events
- Address incoming queries from customers in person, over the telephone and through emails or company ticketing systems and maintain accurate records of conversations with customers
- Provide solutions to customers’ problems and complaints with a view to retain their business and ensure satisfaction
- Developed and implemented customer service policies and trained customer service agents on service standards
- Ensure that any internal conflicts are warded off immediately so that they do not affect customers directly or indirectly
- Handle customer service human resource tasks by interviewing, selecting, orienting and training employees to provide good customer services,
- Record and review customers’ calls to ensure that a proper level of service is being provided by customer service representative
- Take over and query or question that representatives cannot handle and attempt to satisfy customers
- Issue compensations, refunds or rewards to customers
- Utilise writing and time management skills to manage customer service procedures and processes for the organisation
- Ensuring that an optimal customer service is provided to all customers
- Analyse trends in customer’s complaints/requirements and communicate best options for an efficient resolution
- Analysed statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals
- Recorded employee attendance, personal and vacation time and reported all leaves of absence to the benefits department monthly.
Utility Warehouse, UWLondon
Energy Advisor
10.2015 - 04.2017
Job overview
- Working as part of the Energy team, delivering energy advice to members of utility warehouse throughout UK
- Offering advice and support on tariffs and switching to members
- My role includes the following duties:
- Process customer queries in an effective and timely manner
- Provide an excellent customer experience for our clients whilst achieving productivity benchmarks and within agreed service levels
- Dealing with customer’s queries about payments, bills and ensuring customers pay on time
- Explaining bill calculations, tariff plans and PPKWH used in creating bills for customers
- Negotiating payment plans and processing payments into customers account
- Monitoring overdue payments and refer to company’s debt collection team
- Explaining ledger and Budget Plan reconciliations, investigates misallocated cash and monies gone missing (if any)
- Liaising with engineers for a visit to member’s property (when needed)
- Working independently with minimal supervision
- Adjusting, handles queries and resolves problems within company guidelines and policy
- Logging in complaints, deals with them and follows up when required
- Being aware of complex matters that needs to be passed to the right team, ensuring the best outcome while following company’s policies
- Sending appropriate task to the right team ensuring that needs to customer are met
- Working to strict deadlines by sticking to performance adherence
- Using initiative and imagination to achieve targeted results, while promoting customer goodwill and a reputable image for company
- Rapidly builds rapport with customers and stakeholders
- Maintaining accurate and up to date customer details and account records
- Keeping regular customer contact by phone and email
- Manage and undertake any other duties that may be required daily.
Education
University of West London
BSc from Health Studies
09.2012 - 06.2015
Clapton Girls Technology College
A Levels
09.2009 - 06.2011
Clapton Girls Technology College
GCSE
09.2004 - 06.2009
Barking and Dagenham College
CIPD Level 3 DIP
09.2016 - 09.2017
Skills
Microsoft Office suite – Excel, Outlook, WordCRM Software, Raisers Edge, Keygen, Microsoft Dynamics, Front
- Remote Technical Support
- Technical support escalations
- Complaint resolution
- Training development aptitude
- Documentation and reporting
- Service-oriented self-starter
- Outstanding communication skills
- Data Entry
- Analytical and Critical Thinking
- iOS
- Systems troubleshooting
Timeline
Technical Support
MPS
02.2020 - Current
Supporter Care Executive
Scope
12.2018 - 04.2019
Customer Service Co-ordinator
Iresa Ltd
05.2017 - 08.2018
Barking and Dagenham College
CIPD Level 3 DIP
09.2016 - 09.2017
Energy Advisor
Utility Warehouse, UW
10.2015 - 04.2017
University of West London
BSc from Health Studies
09.2012 - 06.2015
Clapton Girls Technology College
A Levels
09.2009 - 06.2011
Clapton Girls Technology College
GCSE
09.2004 - 06.2009