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  1. 1. Curriculum Vitae of OLUWAFEMI ADEBAYO ADEYEMI ADEBAYO, OLUWAFEMI ADEYEMI. Computer Science, Second Class Upper, Prince2 Project Management Trained. Address: 9, Adebayo ogundokun street, Unity Estate, Phase II, Idimu, Lagos, +234(0)8067886554, +234(0)8140972398 Profile • A smart and flexible team player with excellent administrative, interpersonal and communications skills to all levels of people • A focused individual with good analytical and reporting abilities • An IT Professional who is Self Driven, Goal oriented and takes initiative Career Objective To work and render high quality services in a visionary organization possessing sound values and a balanced retinue of resources, in order to progressively stride towards actualization, sustenance and enhancement of her organizational goals. Professional Skills/Qualifications • B.Sc Computer Science (Hons) • Good Understanding Of Prince2 Project Management Approach • Excellent use of MS Project • Proficiency in Oracle Customer Relationship Manager • Excellent use of Microsoft suite of programs • Proficiency In Oracle Customer Relationship Management Application (CRM) • Good Understanding Of Operating System –especially Window 7(MCTS Trained) • Proficiency in SLA Application Programs like Remedy, ICD • Multi-tasking & Organizational Skills • Good Analytical Skills • Time Management Skills • Exhibits Initiative, Responsibility and Flexibility Working Experience Organization : Spectranet Limited,March 2015 Till Date Role Senior Call Centre Representative Job role include: • Monitor queue and track inbound calls • Keep agents aware of inbound calls, calls waiting, abandonment rate • Be visible to answer questions, manage complaints that some agents can’t handle and be available when an agent appears to need assistance. • Respond to Customers queries via mail and ensure that escalated issues are resolved. • Keep track of raised trouble tickets • Interface between Customer service department, Billings and Field support
  2. 2. Curriculum Vitae of OLUWAFEMI ADEBAYO ADEYEMI Organization: CNSSL Nigeria/MTN Nigeria Ltd, July 2012 To Sept. 2014 Role: Frontline Customer Service Support Representative (FCSR) Duration: 2years, 2month Job Role Include: • Answer calls and respond to customer requests professionally. • Use Siebel Oracle Customer Relationship Management to create Service Request • Handle and resolve customers' complaints and provide customers with product and services information • Ensuring Service Requests are adequately resolved within agreed SLA • Identify and escalate priority issues and refer grievances to designated departments for investigation. • Ensuring customer contact and support in relation to any service-affecting issues detected through analyses or by existing resources; resolve such issues to the customer’s satisfaction. • Upholding customer SLA management processes as defined in the organization’s service description, customer contracts and/ or product catalogue • Providing timely response to customer-affecting service problems or failures in order to minimize effects on customers. Organization: Mobil Producing Nigeria Unlimited, QIT, Ibeno, Akwa Ibom Role: Level 2 Desktop System Support Duration: 12 month (July 2010-June 2011) Accomplishment Include: • Installation of hardware and software • Problem Management Tracking System using Remedy , • Identification Of Hazards and interventions • Escalation of problem to level 3 system support • Hardware move and retrieval • Troubleshooting of hardware and software problem • Customer Desktop Support Providing peripheral like Smartcards, Printers etc • Ensuring that all non-connected detached PC are regularly updated • Work with more than 2500 end users from multi-cultural, multi-diverse background. • Ensure that equipment brought into the workshop are log in the IN log book with all the detail and same done for equipment taken out of the workshop • Contact User and try to resolve their computing problem either remotely or by physically present to check the status. • Work with other team within the Information Technology Department to resolve a problem ticket • Represented my Unit in a different Unit, providing Support to the entire team as it interface with that unit • Reload of Applications and Operating System to Faulty computing Equipment. • Participated in Loss Prevention Behaviour Based System
  3. 3. Curriculum Vitae of OLUWAFEMI ADEBAYO ADEYEMI Education Institution Date Certificate Federal University Of Agriculture, Abeokuta April 2010 Computer Science (Second Class Upper) Project People Training, Lagos, Nigeria. Sept.2010 Executive Master’s in Prince 2 MTN NIGERIA JULY 2012 Customer Service Delivery Hobbies Web Surfing, Research/Reading, Music, Referees Available On Request