WAYNE ADEFOLABI ODUNAIYA
Winnipeg,MB
Summary
Experienced Technical Support and Customer Service Specialist with a proven track record in delivering high-quality remote assistance. Adept at resolving technical issues, managing customer inquiries, and enhancing customer satisfaction. Skilled in utilizing CRM systems, troubleshooting complex problems, and providing clear, actionable guidance to clients. Committed to continuous learning and contributing to team success in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Technical Support &Customer Service Representative
Verizon
04.2021 - 11.2023
- Provided comprehensive remote technical support to customers, resolving issues related to hardware, software, and network connectivity, ensuring minimal disruption to service.
- Utilized CRM and ticket management systems to efficiently log, track, and resolve customer inquiries, maintaining detailed records for future reference and analysis.
- Maintained up-to-date knowledge of Verizon’s products and services, enabling the provision of accurate information and tailored solutions to customers.
- Successfully managed and de-escalated complex customer interactions, turning potential negative experiences into positive outcomes and improving overall customer satisfaction.
- Collaborated closely with technical teams to escalate and resolve high-priority cases, ensuring swift responses and maintaining service quality.
- Continuously improved personal technical expertise through participation in training workshops, seminars, and self-study, staying current with industry trends and best practices.
- Implemented customer feedback to refine support processes, contributing to increased efficiency and customer satisfaction.
Technical Support Representative
Red Cross
01.2019 - 04.2021
- Delivered remote technical support to international customers, addressing software, hardware, and integration issues with a focus on quick resolution and high customer satisfaction.
- Developed and distributed user-friendly guides and documentation for common technical issues, significantly reducing the volume of incoming support tickets.
- Streamlined communication between technical support and development teams, facilitating quicker identification and resolution of software bugs and other issues.
- Leveraged knowledge of SQL and cloud computing to assist customers with data retrieval and cloud-based service issues, providing comprehensive support tailored to their needs.
- Implemented multilingual support resources to enhance the support experience for international customers, leading to broader accessibility and improved service quality.
- Facilitated smoother software updates for customers by coordinating with development teams, minimizing disruption and customer complaints during rollouts.
- Consistently met and exceeded departmental goals for customer satisfaction, call handling time, and resolution efficiency, contributing to overall team success.
Education
Bachelor of Economics - Economics
Brandon University
05.2024
Skills
- Technical Troubleshooting & Diagnostics
- Remote Support & Customer Assistance
- CRM & Ticket Management Systems
- Problem Solving & Analytical Thinking
- Effective Communication & Documentation
- Product Knowledge & Expertise
- Customer Relationship Management
- Multi-tasking & Time Management
- Continuous Learning & Adaptability
Languages
English
Native or Bilingual
Timeline
Technical Support &Customer Service Representative
Verizon
04.2021 - 11.2023
Technical Support Representative
Red Cross
01.2019 - 04.2021
Bachelor of Economics - Economics
Brandon University
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