Lilian Omesiete: Lead, IT Support (Remote) in Lagos
Lilian Omesiete
Lead, IT Support (Remote)
Lagos | NG
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Work experience
COURE Software & Systems Ltd
Lead, IT Support (Remote) | 11/2020 - Current
• Enable the Customer Support Analysts' success by developing a transparent, collaborative and customer centric team.
• Ensure all phases of Technical Support are properly coordinated, monitored, tracked, escalated and/or resolved.
• Prioritize and schedule work, allocate resources and monitor progress through the use of Zoho One application.
11, Afolabi Balogun Crescent, Ikorodu, Lagos, Nigeria.
Mobile: +234(0)8036309731 | Email: lilianije@gmail.com
• Creating, reviewing, and refining Support processes.
• Optimize the support and ticketing system in Zoho Desk to ensure Clients get the best possible support by optimizing the workflows and implementing macros and monitoring response times.
• Identify and suggest improvements to our service offerings to improve customer experience.
• Take full ownership of resolving immediate technology issues as they impact the customer involving troubleshooting,
logging, reporting and escalating issues to the relevant teams when necessary.
• Create and maintain a knowledge base on Zoho Desk for all key issues and resolution pathways
• Co-ordinate quarterly customer satisfaction feedback survey through the use of Zoho Surveys.
• Recommend potential products or services to Management by collecting customer feedback and analyzing customer needs.
• Liaise with relevant teams to ensure network connection or application-related incidents are resolved in a timely and professional manner as specified in Company SLA.
BCJ Global
System Support Lead (Remote) | 01/2019 - Current
• Setup organization's domain hosting and email setup
• Provided IT support remotely
• Respond and resolve partner's requests for according to set policies and procedures.
• Review organizations documents and store in the cloud.
• Carry out system administration tasks on network and PC's
• Respond and resolve incidents reported by management and partners through the use of Microsoft Office 365 tools
• Promote IT processes and ensure a high level of service is maintained
• Meeting predefined service level agreements (SLA's).
Alpha Mead Group
Customer Experience Centre Manager | 04/2018 - 09/2020
• Providing timely, professional and valuable communication that enhance customers experience
• Set up systems to capture data entry into the Organization through only one channel
• Availability of data 100% to customers and Board of Directors on request, as scheduled and agreed
• Compliance to resolving customers request within Service Level Agreements (SLAs) by 90%
• Direct and train six (6) Call Agents to the point of "one-and-Done"
• Achieved Customers response rate to surveys by 80% using SurveyMonkey
• Enhanced customers experience by delivering an average customer satisfaction rating of 85%
• Increased my unit's scorecard by 20% in 2019
• Supervised the best performing team in my Directorate that attained the highest score of 96%
• Revamped Call Agent groups and mapping of all Alpha Mead business unit on Zendesk
• Educate staff and external training participants on Customer Relations in Facility Management.
CAFM
CMMS Administrator & Facilities Helpdesk, MTN Nigeria Project | 07/2015 - 04/2018
Coordinated the Facilities Helpdesk for over sixty (60) MTN Nigeria locations in Western and Northern Regions
11, Afolabi Balogun Crescent, Ikorodu, Lagos, Nigeria.
Mobile: +234(0)8036309731 | Email: lilianije@gmail.com
• Single handedly operated a 24/7 facilities support service
• Delivered timely resolution of staff requests within stipulated Service Level Agreements (SLAs)
• Tracked and logged requests on the CMMS, CAFM and BMC Remedy IT Service Management Applications
simultaneously
• Uploaded scheduled Planned Preventive Maintenance (PPM) and Asset Registers on the CAFM application
• Analyzed data received and prepared reports for Client and Top Management
• Achieved 100% collation of customers' complaints and requests using Google forms and Sheets
• Boosted timely submission of Facility Management Coordinators reports 95% by using several Google forms and templates
• Sustained 90% task resolution in-line with SLA for over 60 MTNN locations.
Ryte Internet Technology Limited
Marketing & Business Analyst | 03/2013 - 08/2014
• Controlled the company's customer service unit, sales team and the platform sales activities
• Publicized recruitment publications, shortlisted candidates and conduct interviews
• Promoted company's offerings using email marketing platforms and handled company's social media platform
• Developed the company's business process mapping and documented company's profile
• Generated CRM and sales reports
• Communicated business updates to the MD and Board of Directors
• Served as the MD/CEO executive assistant
• Reconciled accounts and financial transactions
• Managed cash allocation and petty cash v
• Consolidated vendor payments by verifying documentation and requesting disbursements
• Deployed software for proper management of office inventory and customer relations
• Reduced non-fulfilled order from 85% to 30% by extensively training colleagues on how to comprehensively track orders
v
to fulfillment using company's Magento platform accurately
• Improved company visibility to 85% by designing and issuing newsletters to customers
• Supervised company's public relations meetings, events and social media campaigns
• Facilitated quarterly learning sessions for staff
Mocality Nigeria (A Div. of Multichoice Internet Holdings)
Customer Service Officer | 09/2011 - 02/2013
• Handled customer inquiries and concerns in the Call Centre using Zendesk application.
• Designed websites and newsletters using custom-made templates and e-marketing applications
• Handled tele-marketing, outbound/inbound calls, data moderation as-well-as inbound email management
• Upsell Company tools and products to business owners
• Developed and maintained relationships with existing and new clients
• Exceeded set target of 120 calls/day on daily data moderation
• Boosted sales by 40% by creating user-friendly website for customers
11, Afolabi Balogun Crescent, Ikorodu, Lagos, Nigeria.
Mobile: +234(0)8036309731 | Email: lilianije@gmail.com
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