Open to opportunities

Emmanuel Olaleye

@emmanuelolaleye

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Results-oriented IT operations professional with strong customer service skills.

Brazil

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What I'm looking for

I am seeking a role that allows me to leverage my technical support skills in a collaborative environment, focusing on customer satisfaction and continuous improvement.

I am a results-oriented IT operations professional with a proven track record in customer service and technical support. My experience spans across various roles, including Help Desk Technician and Customer Support Specialist, where I have honed my skills in problem-solving and adaptability. I thrive in fast-paced environments, consistently managing 40-60 support requests daily while maintaining a customer satisfaction rating of 92-95%.

In my current role at Ekiti State University, I have successfully resolved 75-85% of technical issues on the first contact, demonstrating my strong understanding of software, hardware, and network platforms. My previous experience at Mtn Telecommunications allowed me to improve customer retention by 5-10% through proactive issue resolution and personalized communication. I am passionate about implementing technology-based solutions that enhance business functionality and drive growth.

Experience

Work history, roles, and key accomplishments

Help Desk Technician

Teekycom Global Services

Jan 2023 - Present (2 years 6 months)

Provided exceptional customer service and technical support to clients and internal stakeholders via phone, email, and chat, responding to 40-60 support requests per day. Achieved a 92-95% customer satisfaction rating, demonstrating a commitment to delivering high-quality support and ensuring prompt resolution of technical issues. Resolved 75-85% of technical issues on the first contact, utilizing

Freshdesk Jira Service Desk ServiceNow Active Directory Office 365 Outlook Cisco AnyConnect Slack Zoom)Mesh Wifi Network Systems DHCP VPN DNS Windows MacOS iOS

Customer Support Specialist

Mtn Telecommunications

Jan 2019 - Present (6 years 6 months)

Resolved 80-90% of customer complaints and issues on the first contact, utilizing strong problem-solving skills, product knowledge, and empathy. Improved customer retention by 5-10% through proactive issue resolution, personalized communication, and tailored solutions. Exceeded monthly customer service targets by 10-15%, demonstrating a strong commitment to delivering exceptional customer service

Customer Service Problem Solving Product Knowledge Customer Retention Communication Custom Solutions