Blockchain Technology
CYRIL PIUS UMOEKONG
TECHNICAL SUPPORT/SUBJECT MATTER EXPERT
Abuja,FCT
Summary
Driven Technical Support & Subject Matter Expert with 7 years of experience in Customer Service Industry. An inspiring and conscientious leader, with a strong background in team development, and a solid reputation for assessing business needs, developing cost-saving solutions, increasing sales and driving customer satisfaction.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
2
2
Languages
Work History
Virtual Technical Support Manager
CUBETH TECHNOLOGIES LIMITED
Abuja, Nigeria, Nigeria
02.2021 - Current
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience
- Installing and configuring company hardware and software for clients
- Supporting roll-out of new applications.
- Diagnosing and repairing faults.
- Troubleshooting technical issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to next level support.
- Talking customers through series of actions to resolve problems via web chat and email.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Managed team of 13 employees, training, and professional growth of employees
Duty Supervisor
SUDONG SDN BHD, SINGTEL SUBSIDIARY
Klang, Selangor
06.2017 - 12.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Evaluated employee performance and coached and trained to improve weak areas
- Managed escalated complaints, Manager callbacks and monitor service levels on daily basis
- Support managers to achieve service level and meet business goals in line with contact center's vision and mission
- Working with other Team Leaders, Quality Assurance Executives, learning & development Team to ensure delivery of new Product Knowledge across the Contact Centre
- Working and coaching Staff to meet their projected and Targeted KPIs on Monthly Basis
- Working with different software in Customer Relationship management and customer support system in line with staff usage and understanding
- E.g VMware, Citrix, Amdocs CRM Server, Pegasus, Intelligent Voice Response (IVR), Avaya Call Distribution (ACD).
TECHNICAL SUPPORT EXECUTIVE
MANPOWER BUSINESS SOLUTION
Klang, Selangor
01.2015 - 08.2015
- Mobile Network Escalation team
- Resolve Complex mobile Network issues for Singtel Customers
- Handle escalated complaints and providing solution to achieve customer maximum satisfaction
- Educate clients on how to navigate company systems and work within established frameworks to obtain desired services
- Answered client questions and resolved issues via phone, email and webchat.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
TECHNICAL SUPPORT
MANPOWER BUSINESS SOLUTION
Klang, Selangor
08.2013 - 01.2015
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Provide support to consumers on Mobile device OS installations, Mobile device Configurations, Mobile Network configurations
- Communicated effectively to appease angry customers by suggesting best ways to resolve service and billing issues
- Maintained calm, professional demeanor when faced with high demand, high volume workloads
- Assisted online users via live chat, web conference and phone to resolve issues related to mobile network, billing enquiries.
SYSTEM ADMINISTRATOR
AFRISIA MEDIA STUDIOS SDN BHD
Petaling Jaya, Selangor
07.2012 - 02.2013
- Installing and configuring software, hardware and networks
- Monitoring system performance and troubleshooting issues
- Create and verify backups of data
- Ensuring security and efficiency of IT infrastructure.
Education
Bachelor of Science - Computer Networking
UNIVERSITY oF EAST LONDON
East London 12.2009 - 03.2013
Certificate Program - Computer & Multimedia Technology
IMFI
Uyo, Akwa Ibom State, Nigeria 01.2008 - 10.2009
Skills
Knowledge of wide range of computer systems software
undefinedCertification
Up Your Service (UYS) Certification
Interests
Cyber Security
Crypto Currency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You are never too old to be what you might have been.
George Eliot
Timeline
Virtual Technical Support Manager
CUBETH TECHNOLOGIES LIMITED
02.2021 - Current
Duty Supervisor
SUDONG SDN BHD, SINGTEL SUBSIDIARY
06.2017 - 12.2020
TECHNICAL SUPPORT EXECUTIVE
MANPOWER BUSINESS SOLUTION
01.2015 - 08.2015
TECHNICAL SUPPORT
MANPOWER BUSINESS SOLUTION
08.2013 - 01.2015
SYSTEM ADMINISTRATOR
AFRISIA MEDIA STUDIOS SDN BHD
07.2012 - 02.2013
Bachelor of Science - Computer Networking
UNIVERSITY oF EAST LONDON
12.2009 - 03.2013
Certificate Program - Computer & Multimedia Technology
IMFI
01.2008 - 10.2009
Hobbies
- Football
- Photography/Videography
- Graphics Design and Creative works
- Travelling
- Movies
- Music
Hobbies
- Football
- Photography/Videography
- Graphics Design and Creative works
- Travelling
- Movies
- Music
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