Summary
Overview
Work History
Education
Skills
Tools & Platforms
Timeline
Generic

Blessing Gbenle

Customer Success Manager And Product Support Lead

Summary

Experienced Application Support Analyst with 5+ years of expertise in maintaining application stability, functionality, and optimization across business operations. Skilled in incident management, troubleshooting, and system analysis, ensuring minimal downtime and seamless user experience through proactive issue resolution. Proven ability to resolve complex application issues, minimize downtime, and improve system performance, reducing issue resolution time by up to 40%. Strong collaboration and communication skills, bridging the gap between business needs and IT solutions while providing end-user support, training, and documentation.

Overview

7
7
years of professional experience

Work History

Product Support Analyst

Jobber
04.2024 - Current
  • Delivering expert product support to B2B clients, addressing technical issues, troubleshooting product functionality, and providing tailored solutions to meet business needs.
  • Collaborating with sales, product, and development teams to ensure customer feedback is integrated into product improvements and feature enhancements.
  • Troubleshooting and resolving technical issues related to software integrations, API functionality, and system performance, ensuring minimal downtime for clients.
  • Testing system scenarios, replicating errors, and resolving user inquiries to maintain seamless application functionality.
  • Key Achievement: Led the optimization of system support processes, reducing average issue resolution time by 40%, improving user satisfaction, and enhancing overall system efficiency.

Technical Support Analyst

Gatestone & Co.
09.2023 - 04.2024
  • Successfully managing and resolving inbound and outbound service calls, surpassing performance targets and Customer Satisfaction.
  • Providing technical support by implementing streamlined problem-solving strategies, resulting in quicker resolutions for hardware, software, and specialized software issues.
  • Achieving significant reduction in downtime by ensuring adept troubleshooting and resolving issues on Internet, TV devices, Email products, Mobile Phones/Tablets, Cellular Network, and various specialized software packages.
  • Applying in-depth understanding of wireless routers, hardware equipment, and proficiency in Microsoft Word and Excel for enhanced operational efficiency.
  • Enhancing Information Centre and IT Service Centre front counter services, ensuring prompt and effective assistance to all users.
  • Garnering positive feedback from users through consistently delivering effective solutions, fostering a positive perception of the IT support services.
  • Key Achievement: Accelerating timely resolution, supporting successful installations, and maintaining high satisfaction through efficient ticket management and collaborative problem-solving.

Technical Support Representative

RMRDC
02.2020 - 09.2023
  • Utilized remote assistance tools effectively, leading to an increase in issues resolved remotely, reducing the need for on-site visits and improving support accessibility.
  • Responded to customer inquiries via phone, email, and chat, delivering timely and effective technical support.
  • Consistently achieved a 90% customer satisfaction rate by providing prompt and effective technical support, fostering positive feedback and enhancing overall customer experience.
  • Worked collaboratively with operations teams and other cross functional teams to troubleshoot and resolve network and software issues, contributing to more efficient problem-solving processes.
  • Key Achievement: Successfully implemented a Proactive approach to user support, reducing the gap in resolution time.

Network Analyst

Phase3 Telecom
12.2018 - 02.2020
  • Proactively monitor network performance, analyze data traffic, and implement optimizations to ensure the network operates at peak efficiency.
  • Investigate and resolve network issues promptly, utilizing diagnostic tools and methodologies to identify root causes and implement effective solutions.
  • Provide technical support to end-users experiencing network-related issues.
  • Maintain accurate documentation of network configurations, changes, and incidents. Generate reports on network performance and security metrics for analysis and improvement.
  • Key Achievement: Optimized network efficiency, resolved issues promptly, provided seamless end-user support, and maintained meticulous documentation, resulting in elevated network reliability.

Education

Google IT Support Professional Certificate - undefined

Bachelor - Electrical/Electronic Engineering

Landmark University

Skills

Customer Lifecycle Management

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Tools & Platforms

  • Salesforce, Zendesk, HubSpot, Intercom
  • Google suite, Visio, Figma
  • Slack, Jira, Confluence, Asana, Monday.com
  • Postman, REST APIs, SQL
  • Excel, Google Sheets, Tableau

Timeline

Product Support Analyst

Jobber
04.2024 - Current

Technical Support Analyst

Gatestone & Co.
09.2023 - 04.2024

Technical Support Representative

RMRDC
02.2020 - 09.2023

Network Analyst

Phase3 Telecom
12.2018 - 02.2020

Google IT Support Professional Certificate - undefined

Bachelor - Electrical/Electronic Engineering

Landmark University

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Blessing GbenleCustomer Success Manager And Product Support Lead