Ayooluwanimi (Ayo) Abiodun-Idowu

Edmonton,AB

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Support position. Ready to help team achieve company goals.

Overview

years of professional experience

Work History

IT Support Specialist

Tolaram Group

08.2017 - 10.2022

Created help desk tickets, troubleshot and resolved desktop issues.
Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
Answered questions and provided information to customers about new software or hardware.
Determined hardware and network system issues using proactive troubleshooting techniques.
Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
Delivered onsite and remote technical support for employees.
Offered new customers training to reduce frustration and improve customer satisfaction.

Customer Support Representative

Ragat FarmFeeds Limited

03.2016 - 07.2017

Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Connected with customers to address questions and resolve issues through phone and email.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Contributed ideas and practical solutions to support process improvement efforts.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Upsold products and services to increase company revenue.

Education

Master of Science - Computer Science

University of Ibadan, Ibadan, Nigeria

11.2018

Bachelor of Science - Computer Science

Bowen University, Iwo Nigeria

06.2014

Skills

Communicate effectively in english
Ability to work within established turnaround times
Organizational Skills
Collaborative Team Player
Resolving Problems and Incidents
Case Support
Excellent Interpersonal skills

Friendly and Patient
Online Chat Support
Efficient Service
Incoming Call Management
Ability to organize simultaneous tasks
Customer Communication and Empathy
Tracking and Documentation

Timeline

IT Support Specialist - Tolaram Group

08.2017 - 10.2022

Customer Support Representative - Ragat FarmFeeds Limited

03.2016 - 07.2017

University of Ibadan - Master of Science, Computer Science

Bowen University - Bachelor of Science, Computer Science