Princely Onaifo
Kitchener,Canada
Summary
Experienced professional transitioning into customer service and sales, leveraging a strong technical background to enhance customer experiences and drive business success. With a proven track record in IT support, including managing help desks, resolving technical issues, and training teams on software tools, I possess strong problem-solving and communication skills. My expertise in understanding complex customer needs allows me to deliver clear, effective solutions that foster satisfaction and loyalty.
Overview
3
3
years of professional experience
Work History
Technical and Project Support Specialist
School of Pharmacy
02.2023 - 06.2024
- Monitored and handled 50+ customer inquiries daily, developing effective troubleshooting procedures to provide timely, accurate, and personalized support both virtually and in person.
- Trained 25+ team members on Office 365 best practices while providing frontline assistance for Microsoft Office tools, ensuring customers could maximize productivity and managing priorities efficiently through a ticketing system.
- Partnered with cross-functional teams to identify and resolve service-related challenges, contributing to a 10% improvement in software stability through algorithm enhancements that directly improved customer satisfaction.
Information Technologist
University of Waterloo
05.2021 - 09.2021
- Managed 50+ outgoing and incoming calls and emails daily, compiling detailed notes to track and record data efficiently, ensuring smooth communication and accurate documentation.
- Researched, replaced, and configured over 100 computer components, ensuring machines operated safely and efficiently, reducing downtime by 20%.
- Reported disputes and misconduct during in-person repairs to the manager, ensuring issues were resolved promptly and maintaining a professional service environment.
Junior Information Technologist
University of Waterloo
09.2020 - 01.2021
- Led an IT help desk, resolving computer hardware and software issues with a 100% customer satisfaction rate by the end of the term, ensuring seamless support for all users.
- Sourced, purchased, and managed inventory for employees, maintaining updated records and improving resource availability by streamlining procurement processes, which resulted in a 15% increase in operational efficiency.
- Assembled projectors, speakers, and microphones daily for student and faculty presentations, delivering real-time technical support that ensured seamless and professional events with zero downtime.
Accessibility Analyst
Royal Bank of Canada
09.2018 - 12.2018
- Created 16 weekly instructional training videos and practical examples in HTML/CSS to support team development, ensuring consistent adherence to company policies and best practices in customer-facing digital tools.
- Independently managed a weekly video series to educate staff on accessibility principles based on WCAG guidelines, using creative graphics and storytelling to enhance understanding and improve customer experience across digital platforms.
- Operated presentations during company events to promote accessibility, diversity, and inclusion, ensuring alignment with company values and enhancing the customer and employee experience.
Education
Bachelor of Applied Science - Systems Design Engineering
University of Waterloo
Waterloo, ON05.2022
Skills
- Problem Solving
- Time Management
- Training & Coaching
- Attention to Detail
- Documentation
- Excel
- Word
- PowerPoint
- Outlook
- English (Written and Oral)
Timeline
Technical and Project Support Specialist
School of Pharmacy
02.2023 - 06.2024
Information Technologist
University of Waterloo
05.2021 - 09.2021
Junior Information Technologist
University of Waterloo
09.2020 - 01.2021
Accessibility Analyst
Royal Bank of Canada
09.2018 - 12.2018
Bachelor of Applied Science - Systems Design Engineering
University of Waterloo
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