HEPHZIBAH JOHN-DONALD
Abuja
Summary
Detail-oriented professional experienced in supporting executives and coordinating stakeholder communications. Skilled in managing inquiries, maintaining accurate records, and fostering positive relationships through effective communication. Strong problem-solving abilities and a commitment to enhancing customer experience. Knowledgeable in Microsoft Office Suite, Google Workspace, and virtual collaboration tools, with a track record of quickly adapting to new systems.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative & IT Support
Broadlink Petroleum Limited
Abuja
2023.12 - 2026.04
- Resolve customer complaints and concerns in a professional and timely manner.
- Provide accurate information about products, services, policies, and procedures.
- Served as a primary point of contact between executives, clients, vendors, and internal stakeholders, ensuring timely and professional communication.
- Responded to inquiries and requests via email, phone, and in-person, delivering accurate information and ensuring effective follow-up.
- Coordinated meetings and stakeholder engagements to facilitate seamless communication and enhance overall experience.
- Managed correspondence and maintained organized records to support efficient communication and service delivery.
- Collaborated with multiple departments to resolve administrative and operational issues and ensure stakeholder needs were met.
- Maintained confidentiality while handling sensitive information and executive communications.
- Developed and maintained professional relationships with internal and external stakeholders through attentive customer service and clear communication.
- Provide first-line technical support to users experiencing hardware, software, or network issues.
- Diagnose and troubleshoot computer, printer, internet, and application problems.
- Monitor system performance and identify potential issues.
- Perform routine maintenance on computers and IT equipment.
- Support network administration and connectivity management.
IT Specialist (HYBRID)
Maidabino Farms
Abuja
2025.09 - 2026.02
- Coordinated technical support activities and ensured operational technology systems functioned effectively.
- Maintained documentation, System records and support logs for operational tracking.
- Developed user guidance materials and conducted staff training sessions to improve utilisation of digital tools and workplace systems.
- Collaborated with departments to identify process improvements and enhance efficiency.
IT & Research Officer (HYBRID)
Dar Al Halal Certification
Abuja
2025.07 - 2025.12
- Conducted research, data gathering and information analysis, informing strategic decision making.
- Prepared technical reports, research summaries and compliance documentation for management review, aiding in informed decision making.
- Developed and maintained Standard Operating Procedures (SOPs), policies and operational documentation, enhancing organisational consistency.
- Coordinated cross-functional activities and ensured timely completion of assigned projects.
- Maintained organised records and documentation systems to support operational efficiency.
Hostess (NYSC)
Federal Airports Authority of Nigeria
Katsina
2023.01 - 2023.11
- Assisted passengers and stakeholders by managing inquiries and resolving concerns, contributing to high levels of customer satisfaction.
- Collaborated with airline personnel, security teams and operational staff to facilitate smooth passenger flow.
- Supported event coordination and operational activities in fast-paced environment, enhancing overall efficiency and service delivery.
- Maintained professional communication with diverse stakeholders while adhering to organizational procedures.
- Coordinated protocol activities and provided administrative support during official events and executive visits to ensure seamless execution and positive experience for attendees.
Customer Support and Network Engineering Intern
Backbone Connectivity Network Of Nigeria
2021.03 - 2021.09
- Responded to user inquiries and assisted with troubleshooting network and connectivity issues.
- Collaborated with technical teams to diagnose and resolve connectivity issues, helping to improve service reliability and user experience.
- Documented issues, tracked resolutions, and updated users on service status, enhancing communication and user satisfaction.
- Supported network administration and system maintenance, contributing to seamless operation of customer support activities.
- Monitored system performance and prepared technical reports for supervisors.
Education
B. Sc. - Computer Science
Bingham University
New Karu, Nigeria 2018.09 - 2022.09
Skills
- Technical Support
- CRM Management
- Microsoft Office
- Google Workspace
- Microsoft Outlook
- Administrative Support
- Timeframe estimation
- Problem Solving
- Written communication
- Conflict resolution
- Stakeholder Management
Certification
- ISO 9001- Quality Management Systems (training completed)
- ISO 19011- Guidelines for Auditing Management Systems (training completed)
- ISO 45001- Occupational health and Safety Management Systems (training completed)
- Standard Organization of Nigeria- Halal Implementation & Auditor Course (Certificate obtained)
- SERUNAI- Halal Lead Auditor Course (Certificate obtained)
References
Available on request.
Timeline
IT Specialist (HYBRID)
Maidabino Farms
2025.09 - 2026.02
IT & Research Officer (HYBRID)
Dar Al Halal Certification
2025.07 - 2025.12
Customer Service Representative & IT Support
Broadlink Petroleum Limited
2023.12 - 2026.04
Hostess (NYSC)
Federal Airports Authority of Nigeria
2023.01 - 2023.11
Customer Support and Network Engineering Intern
Backbone Connectivity Network Of Nigeria
2021.03 - 2021.09
B. Sc. - Computer Science
Bingham University
2018.09 - 2022.09