Eyitayo Warren
Katy,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To make use of interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience.
Overview
26
26
years of professional experience
Work History
Internet Analyst
RATERLABS
01.2014 - Current
- Conducting research, evaluation and feedback on search engine results.
- Measuring the relevance and usefulness of web pages in correlation to predefined queries.
- Providing comparative analysis of sets of search engine results and various other techniques.
- Rating the content returned by search engines, using in-depth local knowledge of current events, pop culture, news, media and history.
- Improved search engine rankings by conducting thorough keyword research and optimizing website content.
- Enhanced user experience for clients by analyzing search data and providing actionable insights to improve their websites.
Customer Service Team Member ( For Sprint Account)
ASURION
01.2010 - 01.2014
- Handling inbound calls from customers regarding wireless handset insurance claims.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed approximately 30-50 incoming calls per day from customers
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and services.
Customer Service Representative for Sprint
ACS
01.2009 - 01.2010
- Managed approximately 30-50 incoming calls per day from customers
- Perform customer verification
- Provide customers with product and service information
- Upsell products and services
- Handle and resolve customers complaints
- Identify, research and resolve customer issues using the computer system
- Follow-up on customers issues not immediately resolved
- Complete call logs and reports
- Perform basic troubleshooting steps to resolve customers’ issues with their cell phones
- Research billing issues
- Research misapplied payments
- Record details of inquiries, complaints and comments
- Transfer customers calls to appropriate staff
- Recognize, document and alert the supervisor of trends in customer calls
- Recommend process improvements
- Other duties as assigned.
System Analyst
DEVICES & TECHNIQUES LTD
01.1998 - 01.2009
- IT infrastructure design, planning and implementation, development, execution and maintenance of a comprehensive infrastructure/Management
- Computer Hardware installation and installation of selected software
- Analyzed and resolved system and subsystem problems
- Provided training and consultation
- Modified and or tailored system components to meet user requirements
- Ensured responsiveness of problem resolutions by applying comprehensive knowledge of the specific functions and program language code of one or more system components, learning the functional, working-level interrelationships of multiple components, hardware, software, and applications; and demonstrating initiative, creativity, and accuracy to identify long-term solutions
- Enhanced work group effectiveness and the quality of computing services by providing training and consultation to computer operators and technical users
- Improved work processes and product quality by using continuous quality improvement techniques to assess performance and identify areas for improvement and by guiding the implementation of improvements
- Performed all support and maintenance functions within 24 hours of trouble report
- Inspected equipment at least twice weekly to proactively identify and solve problems
- Troubleshoot hardware, software, and network problems
- Maintained up-to-date knowledge of hardware and software news; suggested/recommended improvements
- Maintained accurate inventory and repair record
- Evaluated requests for hardware and software; researched and recommended solutions to technology needs, compatible with the company’s technology architecture and infrastructure and resource constraints.
Education
Bachelor of Science - Mathematical Sciences/Computer Science Specialty
University of Agriculture,
Abeokuta, Ogun State, Nigeria, West Africa07.1998
Skills
- Customer Service
- Web Research and Analysis
- Problem-Solving
- Active Listening
- Adaptability
other strengths
- Team player
- Time Management
- Dependability
- Adaptability
- Reliability
Timeline
Internet Analyst
RATERLABS
01.2014 - Current
Customer Service Team Member ( For Sprint Account)
ASURION
01.2010 - 01.2014
Customer Service Representative for Sprint
ACS
01.2009 - 01.2010
System Analyst
DEVICES & TECHNIQUES LTD
01.1998 - 01.2009
Bachelor of Science - Mathematical Sciences/Computer Science Specialty
University of Agriculture,
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