Oluwasegun Olympio
Calgary,Alberta
Summary
Hardworking Technical Support Manager reduces costs through identifying and resolving complex technical problems. Motivating leader effectively manages teams of up to 8 using proactive communication and resourceful approach to problem-solving. 7 year track record of collaborating with senior management to implement company-wide policies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Lead
Shara Inc
09.2021 - Current
- Increased customer satisfaction ratings to 95%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 6 support representatives.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Analyzed and developed service goals for in-bound call center.
Customer Success Manager
Fieldinsight
02.2019 - 09.2021
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention by 15%.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Customer Success Associate
Fieldinsight
08.2016 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed over 50 customer calls per day thereby increasing sales by 10%
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor in Engineering - Civil Engineering
Abubakar Tafawa Balewa University
11.2015
Skills
- Process Oversight
- Escalation Management
- Technical Troubleshooting
- Multitasking and Prioritization
- Technical Problem-Solving
- Customer Support
- Attention to Detail
- Operations Management
- Customer Communications
- Teamwork and Collaboration
- Active Listening
- Training and Mentoring
Languages
English
Full Professional
Certification
- Agile Certificate
- Advanced Agile Project Management
- Google Project Management
Timeline
Technical Support Lead
Shara Inc
09.2021 - Current
Customer Success Manager
Fieldinsight
02.2019 - 09.2021
Customer Success Associate
Fieldinsight
08.2016 - 02.2019
Bachelor in Engineering - Civil Engineering
Abubakar Tafawa Balewa University
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