Omotola Rufai
Lekki,Lagos
Summary
Dynamic and adaptable technical support professional with extensive experience in customer success, technical support, and engineering. Expert communicator with a proven ability to establish rapport with end users, developers, and agency clients. Exceptional problem-solver with a knack for creating sustainable solutions that drive customer growth. Thrives in high-pressure environments with a calm demeanor and the ability to de-escalate challenging situations. Committed to continuous learning and adapting to change, ensuring excellent customer experiences every step of the way.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Wordpress Web Developer
Daydream Web Design Agency
Lekki, Lagos
04.2024 - Current
- Streamlined user experience by implementing responsive web design.
- Developed dynamic and interactive websites for enhanced user engagement.
- Improved website efficiency with the use of JavaScript, HTML and CSS.
- Created visually appealing sites that met all design requirements to increase client satisfaction.
- Compiled back-end data for improved front-end functionality.
- Designed mobile-based features which attracted a larger audience base.
- Implemented debugging procedures to ensure optimal site performance.
- Ensured websites were accessible across multiple platforms and devices for improved reach.
Tier 2 technical support engineer
Spantrix hosting Company
Lagos
02.2023 - 02.2024
- Resolved complex IT issues by providing effective Tier 2 support.
- Enhanced system functionality for improved user experience via thorough technical assistance.
- Improved customer satisfaction with prompt and accurate problem-solving.
- Provided comprehensive tech support to ensure smooth business operations.
- Regularly utilize WordPress proficiency to help customers build, manage, and troubleshoot their websites.
- Handle high-pressure situations, including de-escalating upset customers, with professionalism and empathy.
- Contribute to product improvement by providing feedback from customer interactions and identifying potential areas for growth.
Customer success specialist
Beckfort
Lagos
02.2022 - 01.2023
- Managed relationships with key clients, ensuring their success with company products and services.
- Delivered tailored solutions that aligned with client goals, resulting in increased customer satisfaction and retention.
- Led technical training sessions to enhance client knowledge and facilitate product adoption.
- Worked closely with engineering teams to troubleshoot and resolve complex technical issues.
Education
Bachelor of Science - Civil engineering
Obafemi Awolowo University
Ile Ife, Osun State. 08.2014 - 01.2019
Skills
- Technical Support & Troubleshooting: Deep expertise in diagnosing and solving complex technical issues, with a focus on long-term customer success
- WordPress Proficiency: Strong working knowledge of WordPress, delivering solutions that integrate seamlessly with web technologies
- Communication & Collaboration: Exceptional written and verbal communication skills; comfortable working with cross-functional teams to resolve issues
- Problem Solving & Critical Thinking: Ability to resolve immediate problems while identifying opportunities for system improvement and customer growth
- Customer Experience Focus: Committed to providing a top-tier customer experience, ensuring satisfaction and retention
- Adaptability & Curiosity: Eager to learn and embrace new technologies and methodologies in a constantly evolving industry
- Crisis Management: Skilled at de-escalating tense situations, remaining calm and professional under pressure
- Accountability & Follow-Through: Meticulous attention to detail with a reputation for reliability and thoroughness in all tasks
- Global Support: Experienced in providing 24/7 support in a global environment, including occasional holiday and weekend shifts
Affiliations
- Reading
Timeline
Wordpress Web Developer
Daydream Web Design Agency
04.2024 - Current
Tier 2 technical support engineer
Spantrix hosting Company
02.2023 - 02.2024
Customer success specialist
Beckfort
02.2022 - 01.2023
Bachelor of Science - Civil engineering
Obafemi Awolowo University
08.2014 - 01.2019
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