Israel Oluwajuwon
Etobicoke
Summary
Dedicated and customer-focused professional with over three years of experience in customer service, technical support, and reception roles. Demonstrates a strong ability to manage high volumes of customer interactions with a proactive and positive approach, ensuring customer satisfaction and retention. Skilled in resolving complex inquiries, processing transactions with accuracy, and providing personalized support across various platforms, including phone, email, and in-person communication. Proficient in delivering technical assistance, interpreting complex information, and implementing effective solutions to enhance system security and performance. Known for maintaining thorough records and fostering strong customer relationships through targeted and effective communication strategies.
Experienced construction professional with strong focus on project coordination, contract management, and compliance. Skilled in collaborating with teams to ensure successful project completion and adapting to changing requirements. Known for reliability, effective communication, and results-driven approach. Possess expertise in budget management, scheduling, and quality assurance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Construction Administrator
Wirecomm Systems Inc
Concord, ON
12.2024 - Current
- Managed project schedules and documentation for multiple construction projects.
- Streamlined communication between contractors, clients, and internal teams.
- Coordinated procurement of materials, ensuring timely delivery to job sites.
- Reviewed contracts and change orders for compliance and accuracy.
- Implemented process improvements that enhanced operational efficiency across projects.
- Trained new staff on administrative procedures and best practices in construction management.
- Led weekly meetings with company management to discuss project progress and resolve issues.
- Tracked all submittals to obtain accurate and prompt responses.
- Maintained detailed records of all project-related documentation, ensuring easy access for auditing purposes or future reference by company management.
- Utilize and operate with different high level software, including government and utility-operator software and portals.
- Manage and collaborate utilization of company's database.
- Apply and secure locate application from local infrastructures,
- Led weekly meetings with partners to discuss project progress and resolve issues.
Helpdesk / Technical Support
KleinburgInn
Vaughan, ON
03.2023 - Current
- Facilitate communication with clients to deliver comprehensive information on account services, detailed statements, and current balances, ensuring clarity and understanding.
- Provided expert assistance to customers by identifying technical issues, offering comprehensive explanations, and delivering effective solutions to restore full-service functionality and user satisfaction.
- Manage a high volume of customer interactions daily, maintaining a positive and proactive approach to enhance customer satisfaction and retention.
- Conducted in-depth analysis of recurring technical issues, identified underlying causes, and developed targeted solutions to resolve persistent problems and prevent future occurrences.
- Address customer inquiries through phone and email with promptness, providing clear and accurate responses to service-related questions and minimizing wait times.
- Employ active listening techniques to understand and resolve customer concerns efficiently, escalating complex or significant issues to supervisory personnel for further resolution.
- Deliver personalized advice and support to customers, paying close attention to individual needs and preferences, and handling all inquiries and suggestions with professionalism and courtesy.
- Investigate and clarify customer issues by determining the underlying cause of product or service complaints, ensuring effective resolution and preventing recurrence.
- Accurately process cash and credit card transactions, ensuring financial accuracy, while greeting visitors in a warm and welcoming manner to provide a positive and engaging experience.
- Maintain thorough and precise records of all interactions, including phone calls, messages, and visitor information, to ensure accurate and organized tracking of communication and service requests.
Customer Technical support
Techos
Remote
12.2023 - 08.2024
- Maintain thorough and precise records of all interactions, including phone calls, messages, and visitor information, to ensure accurate and organized tracking of communication and service requests.
- Provided first-level support to customers via phone, email, and chat, addressing a variety of technical issues.
- Diagnosed and resolved basic problems by following established troubleshooting procedures.
- Documented customer interactions and solutions in the ticketing system for future reference and quality assurance.
- Escalated complex issues to higher-tier support teams when necessary, ensuring timely resolution.
- Educated customers on product features and best practices to enhance user experience and prevent recurring issues.
- Collaborated with team members to improve support processes and overall service quality.
- Achieved performance metrics related to response time, resolution time, and customer satisfaction.
Customer Service Representative
York Taps
Markham, ON
08.2023 - 11.2023
- Consistently maintained a high level of professionalism and composure when managing challenging customer interactions, ensuring a respectful and positive atmosphere even in high-pressure situations.
- Skillfully addressed and resolved customer complaints and inquiries by employing courteous and efficient methods, resulting in enhanced customer satisfaction and retention.
- Provided exceptional customer service by proactively identifying and addressing customer needs, ensuring a consistently high level of satisfaction and fostering positive customer experiences.
- Leveraged advanced verbal and written communication skills to effectively interact with customers, clearly conveying information and facilitating productive dialogues to meet their needs.
- Efficiently managed and resolved customer complaints by employing prompt, thoughtful, and strategic problem-solving approaches, ensuring swift and satisfactory resolutions.
- Developed and maintained strong customer relationships and loyalty through targeted and effective communication, building trust and encouraging ongoing customer engagement.
Technical Support Agent
Devoracle Tech
Magodo, Lagos
01.2021 - 02.2023
- Implemented software patches and installed updated versions to rectify security vulnerabilities and enhance data protection, ensuring robust and reliable system security.
- Provided expert assistance to customers by identifying technical issues, offering comprehensive explanations, and delivering effective solutions to restore full-service functionality and user satisfaction.
- Configured and installed hardware, devices, and software to create and optimize workstations for employees, ensuring efficient setup and seamless integration into the existing IT infrastructure.
- Interpreted and communicated complex technical information in simple, accessible terms to facilitate better understanding and usage among non-technical users, improving their overall experience.
- Evaluated and recommended modifications to software and hardware configurations to mitigate performance bottlenecks and optimize system speed, enhancing overall operational efficiency.
- Administered the account activation process for clients seeking to engage with new services, ensuring a seamless onboarding experience and providing prompt access to the requested features while addressing any initial setup inquiries.
- Responded to customer inquiries with urgency, delivering thorough and precise information regarding product features, functionalities, and operational procedures to support informed usage.
- Conducted in-depth analysis of recurring technical issues, identified underlying causes, and developed targeted solutions to resolve persistent problems and prevent future occurrences.
Education
Associate of Applied Science - Computer Systems Technology
Seneca College of Applied Arts and Technology
North York, ONSkills
- Microsoft Azure
- Team collaboration
- Critical thinking
- Effective communication
- Verbal and written communication
- Safety compliance
- Schedule coordination
- Cloud Computing
- Hardware and Software Installation and Repair
- Linux
- Hardware and Software Components
- Azure Administration
- System Troubleshooting
- Computer Networking
- Network Security Implementation
- Basic Python Programming
- Tier 1/2 Technical Support
Certification
- Microsoft Technical Support Certificate
- Google Technical Support Certificate
- Introduction to Computers from Microsoft
AREAS OF EXPERTISE
- Customer Satisfaction
- Complaint Resolution
- Security Patching
- Account Management
- Active Listening
- Customer Retention
- Communication Facilitation
- Technical Support
- Product Explanation
- Inquiry Resolution
- Hardware Configuration
- Service Onboarding
- Transaction Processing
- Software Installation
- User Education
- Record Maintenance
- System Optimization
- Performance Evaluation
- Problem Solving
- Data Protection
- Customer Engagement
CORE COMPETENCIES
- Customer Service Excellence: Demonstrated ability to maintain a positive, respectful, and professional demeanor in high-pressure situations, consistently enhancing customer satisfaction and fostering positive customer experiences.
- Communication Skills: Proficient in both verbal and written communication, effectively conveying complex information in an accessible manner to clients and non-technical users, facilitating clear understanding and productive dialogues.
- Problem-Solving and Technical Support: Expertise in identifying, analyzing, and resolving technical issues and customer concerns efficiently, using strategic approaches to deliver effective solutions and improve system performance.
- Attention to Detail and Accuracy: Skilled in managing financial transactions, maintaining precise records, and ensuring accuracy in all interactions, contributing to the organized and error-free operation of services.
- Client Relationship Management: Proven ability to build and maintain strong customer relationships through targeted communication, active listening, and personalized support, leading to increased customer loyalty and retention.
Languages
English
Full Professional
Timeline
Construction Administrator
Wirecomm Systems Inc
12.2024 - Current
Customer Technical support
Techos
12.2023 - 08.2024
Customer Service Representative
York Taps
08.2023 - 11.2023
Helpdesk / Technical Support
KleinburgInn
03.2023 - Current
Technical Support Agent
Devoracle Tech
01.2021 - 02.2023
Associate of Applied Science - Computer Systems Technology
Seneca College of Applied Arts and Technology