Samuel Olu

Duties included:

● Conducted user verification using established security protocols, enhancing account security and preventing unauthorized access.

● Utilized Salesforce to diagnose and resolve customer device issues, employing critical thinking and problem-solving skills to maintain system integrity.

● Escalated complex technical issues to tier 2 and 3 support, ensuring prompt resolution and minimizing downtime.

● Maintained an average of 95% on KPI’s such as issues resolved, positive score, and quality audits.

● Successfully provided empathy and reassurance to clients across the USA and Canada through effective communication and active listening, ensuring effective issue resolution while maintaining high customer satisfaction.

Duties included:

● Communicated with customers through inbound calls and fielded queries on billing, payments, existing and new services, promotional offers, and upgrade/downgrade of services.

● Identified customers’ needs through active listening to answer questions, assisted with troubleshooting, or made product recommendations based on the customers' needs.

● Took a consultative approach with customers who were experiencing problems with their service by owning the issue and resolution.

● Used multiple computer systems to research products, services, common problems, and solutions offered.

● Documented customer needs, interactions, and outcomes in the appropriate tool or system, including creating additional requests if issues could not be resolved in real time.

Duties included:

● Crafted persuasive presentations for potential partners, sponsors, and clients, showcasing our offerings.

● Coordinated seamless activities among internal and external stakeholders, fostering collaboration.

● Proactively maintained partner communication, managing emails and updates effectively.

● Represented the company at meetings, trade shows, and events, enhancing industry presence.