OLUWATOBI YUSUFF
Chatham,Kent
Summary
Detail-oriented technical support engineer and a self-disciplined professional with ample experience in IT with solid skills in resolving technical issues in hardware and software, customer service and technical support. Resourceful, flexible and committed team player. Reliable in meeting tight deadlines to meet demands. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in an organisation.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work history
Technical Support Representative
TechnologyValue Limited
12.2021 - 07.2023
- Responded to customer inquiries via phone, email, and live chat, maintaining a 90%+ customer satisfaction rating.
- Resolved customer complaints and issues promptly, resulting in a 20% reduction in escalated cases.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Troubleshoot operating systems, hardware and software problems to identify root causes.
- Researched and investigated client complaints to make recommendations and action plans.
- Created assessment reports of equipment issues and resolutions using operational data.
- Assisted in the development of new customer service procedures that improved team efficiency.
- Collaborated with sales and technical teams to ensure seamless customer experiences.
- Conducted weekly training sessions for new hires on product knowledge and customer service best practices.
Customer Service Representative
Globalwise Technology and ICT solutions
11.2020 - 11.2021
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Processed high-value payments with meticulous accuracy.
- Assisted with the development and implementation of customer service policies and procedures.
- Achieved a 95% first-call resolution rate, reducing the need for follow-up calls.
- Adhered strictly to policies and procedures for continued company compliance.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
Education
Bachelor of Engineering - Electrical and Electronics Engineering
University of Ilorin
10.2016 - 10.2020
Natinal Diploma - Electrical and Electronics Engineering
Kwara State Polytechnic
10.2013 - 10.2015
Skills
- Microsoft Office 365 Administration (Exchange, Teams, SharePoint, OneDrive, Outlook)
- Microsoft Office Apps
- Remote Connectivity
- Azure Active Directory
- Computer Software and Hardware maintenance and troubleshooting
- Customer Service Skills
- Data entry
- Desktop support
- Application installations
- Staff education and training
- Teamwork and Collaboration
- Critical thinking and solutions-oriented
Languages
English
Fluent
Timeline
Technical Support Representative
TechnologyValue Limited
12.2021 - 07.2023
Customer Service Representative
Globalwise Technology and ICT solutions
11.2020 - 11.2021
Bachelor of Engineering - Electrical and Electronics Engineering
University of Ilorin
10.2016 - 10.2020
Natinal Diploma - Electrical and Electronics Engineering
Kwara State Polytechnic
10.2013 - 10.2015
Similar Profiles
Akhiym AlfredAkhiym Alfred
A-Class Fitter, Millwright at DAMUS LIMITED,SIS LIMITED,TRINWELD, D. Rampersad and Company Limited and other contractorsA-Class Fitter, Millwright at DAMUS LIMITED,SIS LIMITED,TRINWELD, D. Rampersad and Company Limited and other contractors
Azhar ShaikhAzhar Shaikh
Credit Manager at Tata Capital Limited (Tata Motors Finance Limited Merged with Tata Capital Limited)Credit Manager at Tata Capital Limited (Tata Motors Finance Limited Merged with Tata Capital Limited)
Mayank PareekMayank Pareek
Sap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private LimitedSap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private Limited
Lucas BuricheLucas Buriche
Sales Executive at Wheelwright LtdSales Executive at Wheelwright Ltd
Adekunle AkinniyiAdekunle Akinniyi
Support worker at GNI Health CareSupport worker at GNI Health Care