Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Fhatiat Oladipo

Winnipeg,MB

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

Overview

4
4
years of professional experience

Work History

Tier 3 Technical Support Representative

24-7 Intouch
06.2023 - Current
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Managed customer contact center with [Number] support representatives.
  • Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
  • Assisted in software testing during pre-release stages, identifying bugs and suggesting improvements that led to better product quality upon release.
  • Contributed to the development of internal training materials, increasing overall team efficiency and expertise.
  • Created user accounts and assigned permissions.
  • Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
  • Offered assistance in implementing and developing training programs.
  • Established rapport with clients by providing exceptional communication during the resolution process, fostering trust in our services.

Client Service Manager

Concentrix
02.2021 - 06.2023
  • Drove revenue growth by identifying upsell opportunities within existing accounts.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Customer Service Representative

TTEC
01.2020 - 01.2021
  • Cross-trained and backed up other customer service managers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.

Education

Bachelor of Arts - Criminology

University of Manitoba
Winnipeg, MB
06.2025

Skills

  • Documentation Development
  • Data Recovery
  • Teamwork and Collaboration
  • CCNA Certification
  • User Support
  • Online Chat Support
  • Troubleshooting Network Issues
  • Customer Support Escalations
  • Training and mentoring
  • Interpersonal Skills
  • Account Administration
  • Remote Technical Support
  • Call Center Operations
  • Operations Management
  • Support Services
  • Microsoft Excel
  • Conflict Mediation
  • Call center experience

Languages

English
Native or Bilingual

Timeline

Tier 3 Technical Support Representative

24-7 Intouch
06.2023 - Current

Client Service Manager

Concentrix
02.2021 - 06.2023

Customer Service Representative

TTEC
01.2020 - 01.2021

Bachelor of Arts - Criminology

University of Manitoba

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Fhatiat Oladipo