Hi, I’m
Adetayo Adetola
IT Professional
Harbor City, California
Summary
Qualified Advanced Technical Support Specialist with 6 years of helpdesk and customer service experience to provide comprehensive IT and Implementation project management support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues, while also able to communicate with stakeholders and manage projects using various project management styles and hybrids.
Overview
5
years of professional experience
1
Certificate
Work History
GoFormz
Customer Success Specialist
07.2022 - 11.2022
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promoted growth and client success by lowering churn rate to less than 5%.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Diligent Robotics
Robotics Implementation Specialist
04.2022 - 07.2022
Job overview
- Spearheaded implementation process by creating in-depth analysis reports, kick-off calls, interface set-ups and training, and strategic workflow interviews with stakeholders to aim for completion criteria of 100%.
- Implemented clinical changes per client enrollment documentation within project time window while continuing to streamline processes to achieve 17.3% cost reduction.
- Translated technical aspects of robotics systems to non-technical staff by creating and updating training documentation by ensuring key stakeholders approve education materials that educate with user retention rate of 95%.
- Identified plans and resources required to meet project goals and objectives using combination of waterfall, agile, and strategic project management styles.
Diligent Robotics
Clinical Robot Operator Engineer
07.2021 - 04.2022
Job overview
- Troubleshot 24/7 robotic fleet to ensure uninterrupted operation by targeting downtime rate of under 5%.
- Generated new strategic partnerships, social engagements, and workflow opportunities that generated new revenue streams via 31%.
- Ensured product and service reliability by rapidly debugging using appropriate troubleshooting methods and optimized service down times to 25 minutes or less.
Best Buy
Geek Squad Technical Consultation Agent
09.2017 - 07.2021
Job overview
- Reorganized store customer service model based on customer feedback and process standardization, increasing Net Promoter Score from 40% to 87%.
- Instructed application of apple genius services for apple devices, including repair creation, issue diagnostics, and quick replacement, which improved turn time by 61%.
- Strategized dealing with sophisticated client device challenges via 18% streamlined process improvements, while creating more time for agents to work on other duties.
Education
California State University - Dominguez HillsCarson, CA
Bachelor of Arts from Theatre
University Overview
- Treasurer of CSUDH Anime Club
- Received International Fellowship Aboard Scholarship.
- 3.4 GPA
- Participated in London American College Theatre Festival
Skills
- Process Improvement
- Sales Operations
- Project Implementation
- Technical Support
- IT Support, Network Support and Network Protocols
- Software Implementation
- Conflict Resolution Techniques
- Customer Experience Improvement
- Technical Instruction
- Customer Account Management
- Customer Retention Strategies
- Technical Support and Assistance
- Data Entry and Maintenance
Certification
- Networking Foundations: Networking Basics
- Networking Foundations: Local Area Networks (LANs)
- Wireless Networking Essential Training
- Technical Support Fundamentals
- Introduction to Linux
- SQL for Non-Programmers
- SQL Essential Training
- Quick Start Guide to SQL
- SQL Queries Made Easy
- Learning Lucidchart
- Excel: VLOOKUP and XLOOKUP for Beginners
- IT Service Desk: Customer Service Fundamentals
- Learning REST APIs
- Leading with a Growth Mindset
- Strategic Thinking
- The 3-Minute Rule: Say Less to Get More
- Overcome Overthinking
Timeline
Customer Success Specialist
GoFormz
07.2022 - 11.2022
Robotics Implementation Specialist
Diligent Robotics
04.2022 - 07.2022
Clinical Robot Operator Engineer
Diligent Robotics
07.2021 - 04.2022
Geek Squad Technical Consultation Agent
Best Buy
09.2017 - 07.2021
California State University - Dominguez Hills
Bachelor of Arts from Theatre
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