Aminat Elekuru
Lagos,Lagos
Summary
Insightful IT Support and Project Manager with over 5 years of IT leadership experience including oversight of planning,executing, monitoring and controlling, application support and customer services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering working solutions for leading organizations. Highly adept in request for business development, technology needs assessments and staff training.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT /Business Support Analyst
The Shell Staff Cooperative Investment and Thrift Society
Port Harcourt, Rivers
04.2018 - Current
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Participated in employee relocation and transfer policy design, accounting for commercial business interests and employee well-being.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
- Mapped current business and operational processes and recommended areas for improvement.
- Optimized system and platform performance capabilities in most efficient, practical way possible.
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
IT Support /Customer Service Officer
The Shell Staff Cooperative Investment and Thrift Society
Port harcourt, Rivers
06.2016 - 01.2018
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted company brand and unique offerings through personalized customer service.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Offered basic technical support for clients on wide range of company products.
- Assisted call-in customers with questions and orders.
- Responded to customer calls and emails to answer questions about products and services.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Completed data entry to record call notes, suggestions and questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Education
Bachelor of Science - Computer Science
University of Ibadan
Ibadan02.2015
Skills
- On-Site and Website Support
- First Line IT Support
- Business Continuity
- Support Documentation Composition
- Project planning and development
- Advanced Problem Solving
- Team Bonding
- Project Management
- Software Development Lifecycle
- Documentation and reporting
- Service recommendations
- Customer Complaint Resolution
- Product Knowledge
- Presentation skills
- Coaching and mentoring
- Project Estimation and Bidding
Certification
- PMP - Project Management Professional
Listening to Music
Listening to good music is like a food to the soul.
It fills you with warmth and can raise your mood from zero to 100.
I listen to music for motivation and inspiration.
Timeline
IT /Business Support Analyst
The Shell Staff Cooperative Investment and Thrift Society
04.2018 - Current
IT Support /Customer Service Officer
The Shell Staff Cooperative Investment and Thrift Society
06.2016 - 01.2018
Bachelor of Science - Computer Science
University of Ibadan
- PMP - Project Management Professional
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