TOKUNBO AYOKO

• Team Queue Management
• Ensure professional conduct and confidentiality in all interactions
• Delegated tasks effectively, maximising individual strengths within team.
• Fostered positive work environment, boosting overall team spirit and motivation.
• Coordinated project deadlines, ensuring timely completion.
• Achieved higher client satisfaction rates to proactive problem-solving techniques.
• Managed over 200 customer calls per day
• Managed 0ver 150 customer Life Chat contacts per day
• Decreased SLA by setting up skill matrix
• Lead or support projects aimed at improving service delivery
• Create KPI reports to check team and individual performance
• Trained staff on proper procedures, also methods for maximising production and collaboration.
• Produced weekly, daily and monthly activity reports.
• Conducted team member meetings, update members on best practices and continuing expectations.
• Reported on team performance to higher leadership, proactively offering action for areas of improvement.
• Supported recruitment through onboarding process for speedy and successful training.
• Delegated tasks to make best use of individuals skills.
• Upskilled team members by planning and delivering training workshops.
• Fostered positive employee relationships through communication, training and coaching.
• Collaborated with colleagues from different backgrounds to tackle new challenges.
• Created digital file and KBA's for Organizational use.
• Encouraged professional development amongst team members by facilitating learning opportunities.
• Facilitated cross-departmental collaboration for improved results.
• Oversaw project management tasks to ensure quality output on time and budget.
• Streamlined work processes with regular training sessions.
• Led team towards meeting annual targets.
• Demonstrated strong leadership skills in guiding team towards achieving set goals.
• Monitored progress regularly, addressing any issues promptly and appropriately.
• Improved team communication by implementing weekly meetings.

• Responsible for diagnosing software, hardware, and end-user problems

• Creating distribution list and shared Mailboxes
• Consulting via telephone to understand user problems, run through testing, make outbound calls
• Understanding of Audio-Visual fundamentals signal processing
• Use of managed and unmanaged desktop services using Microsoft windows, App Sense and Ivanti experience
• Creation of account and access permission to services system, new starter account set up
• Experience in portico, MFA, and Module
• Student support, account identity central file store
• Maintained high standards of data privacy, ensuring client trust.
• Managed software installations and updates with minimal disruption to users' work schedules.
• Assisted in rollout of new software applications, increasing operational efficiency.
• Escalated complex problems to senior IT staff for swift resolution.
• Documented all service desk queries for future reference.
• Collaborated closely with other IT teams, providing comprehensive support solutions.
• Regularly updated knowledge base articles, assisting in quick issue resolution.
• Identified recurring issues, suggesting long-term solutions to management team.
• Improved service delivery by efficiently handling IT service requests.
• Resolved technical issues with customer-focused approach.
• Developed troubleshooting guide that increased first call resolution rates.
• Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Investigated and diagnosed customer's technical and product queries.
• Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
• Offered technical expertise to contribute to 2nd and 3rd line of support.
• Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
• Streamlined request processing through effective prioritisation of tasks.
• Contributed to development of IT policy and procedures by sharing expert advice.
• Monitored performance metrics whilst identifying areas for improvement.
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.

• Communicated clearly and professionally with service users, simplifying complex ICT solutions for ease of understanding
• Provided fantastic service and support to customers via inbound and outbound calls
• Managed over 30 inbound customer calls per day
• Advised customers on all types of queries such as balance enquiries, internet banking, card management
• Worked within TCP/IP network environment, including DHCP, DNS and ethernet
• Build good rapport with customers with attention to detail
• Delivered excellent customer experience, satisfaction in amazingly fast paced environment
• Ensured end-user expectations through professional customer service and rapport building
• Captured and recorded key information when conducting issue investigations
• Solved client problems with innovative software solutions.
• Delivered excellent customer service by responding to and resolving technical issues.
• Identified system errors for early resolution.
• Helped end users with variety of hardware and software issues, delivering prompt technical support.
• Assisted in development of user-friendly interfaces, enhancing user experience.

• Documented all service desk queries for future reference.
• Translated lengthy troubleshooting steps by breaking down instructions
• Prepared equipment for staff use, installing cables, operating systems
• Carried out installations of new hardware,update windows, keep systems functionally secure.
• Answered user questions about hardware & software operation
• 1st & 2nd line support
• Carrying out targeted troubleshooting, fault-finding across software issues, enabling prompt fixes
• Communicated clearly, professionally with service users, simplifying complex ICT solutions for ease of understanding
• Facilitated user training sessions, improving knowledge of systems usage.
• Offered technical advice to programmers, Tech leads, developers to help optimise designs.
• Maintained high standards of data privacy, ensuring client trust.

• Support team with day to day running and co-ordination of services through single point of contact
• This will include responding to telephone and email enquiries, allocation of assets and resources, keep trackers and action logs and providing advice where needed
• Hi Q Collaborate) to capture and deliver management information for internal and external purposes accurately
• Resolving issues concerning daily incoming post
• Prioritised and assigned tasks for strategic and optimised distribution of workloads.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Working as part of wider support team; aiding and covering for other colleagues as needed
• Supporting with event organization, including office social events
• Maintain correct Attendance Management by updating relevant system accurately and on time
• Influencing line managers to follow company process and ensure that best practice methods are followed and reporting where this fail
• Collate, keep, and give relevant payroll timesheets, update GPHR10 accordingly in line with company deadlines
• Develop and keep working system with DAF in relation to WTD worked hours, working efficiencies / trends including sickness and absence reporting
• Prioritize requests and demands according to operational needs
• Support equipment movements including booking of courier services as needed
• Supported team members, employing industry ability to increase overall productivity by 92%
• Resolved conflicts effectively, promoting harmony within workforce.
• Implemented new working methods which improved overall efficiency of team operations.
• Prioritised tasks according to urgency and importance, optimising workload allocation among team members.

• Inbound and outbound calls
• Captured and recorded key information when conducting issue investigations
• Provided remote first and second line technical support to users daily
• Contributed to knowledge base by keeping correct records of resolution of complex solution level faults throughout ticket lifecycle
• Handled daily average of 40 incoming customer calls from users
• Ensured customer satisfaction by delivering bespoke service across multiple customer touchpoints
• Demonstrated solid ability of TCP/IP network troubleshooting to resolve system errors within target timescales
• Provided remote first and second line technical support to users daily
• Utilised diagnostic software for effective problem solving
• Maintained high-quality service standards through meticulous attention to detail in all tasks.
• Contributed significantly towards successful roll-out of new software applications across departments.
• Collaborated closely with cross-functional teams in order to streamline processes and workflows.