Lilian Omesiete: Lead, IT Support (Remote) in Lagos

• 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.

• 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).

• 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.

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.

• 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

• 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