# MICHAEL OLUFEMI - IT
Source: https://hello.cv/michaelolufemi
Lagos

## About
Highly proficient Customer Service and Technical Support professional with 5+ years of experience in delivering exceptional client experiences and resolving complex technical issues. Adept at leveraging advanced communication skills and technical tools like Zendesk and Salesforce to streamline support operations and enhance customer satisfaction. Proven ability to proactively manage dynamic workloads, collaborate cross-functionally, and drive operational efficiency in fast-paced environments.

## Work
### Technical Support Engineer | Fybomide Travel Ltd
Delivered comprehensive technical support to corporate customers, ensuring high ticket resolution and sustained customer satisfaction.
- Provided expert phone and email-based technical support to corporate customers, consistently achieving high ticket resolution rates and ensuring customer satisfaction.
- Collaborated with the quality assurance team, subject matter experts, and training department to review and archive resolved tickets, enhancing training materials and knowledge base.
- Conducted thorough research, diagnosis, and troubleshooting to resolve complex customer issues accurately and efficiently, minimizing downtime for clients.
- Leveraged proficiency in systems like Zendesk and Salesforce, along with Microsoft Office Suite, to manage customer inquiries and streamline support workflows, escalating unresolved issues as needed.
### Team Lead, Customer Service Team | Fybomide Travel Ltd
Led a customer service team, optimizing operations and implementing strategic initiatives to boost airline bookings and enhance customer experience.
- Engaged in strategic sales synergy with the sales team, implementing promotional offer strategies that significantly boosted airline bookings by leveraging market intelligence.
- Managed complex liaisons with approved airline agencies, ensuring accurate verification and validation of all correspondences related to tickets, boarding, baggage allowances, and travel schedules.
- Facilitated excellent customer experience by organizing and conducting training and mentorship sessions for new hires, interns, and existing staff, elevating service delivery standards.
- Prepared comprehensive reports including Sales Reports, flight departures, landings, and delays, providing critical data for operational compliance, feasibility analysis, marketing strategies, and audit purposes.
### Front-end Web Developer | Sunvait Network Ltd
Led front-end web development projects, creating efficient user interfaces and optimizing applications for performance and scalability.
- Led the planning, execution, and deployment of small- and large-scale web projects, concurrently fostering team development through established practices and workflow processes.
- Developed efficient and responsive user interfaces using HTML, CSS3, Bootstrap, and JavaScript, significantly enhancing user interaction and experience for various web applications.
- Ensured the technical feasibility of UI/UX designs, translating complex concepts into functional and scalable web solutions.
- Optimized web applications for maximum speed and scalability, leading to improved performance and user satisfaction across various platforms.
- Collaborated effectively with other team members and stakeholders to integrate front-end components and deliver cohesive, high-quality web solutions.

## Volunteer
### Public Relations Officer | Festival of Arts Events
Managed public relations for the Festival of Arts Events, enhancing visibility and engagement.
### Event Planner – HIV/Aids Awareness program | Life Vanguard
Planned and executed an HIV/Aids awareness program, contributing to public health education and community outreach.
### Event Organizer – Cooking and Pageant Competition | The Nigerian
Organized and managed a cooking and pageant competition, ensuring successful execution and participant engagement.

## Education
### FUNAAB
### Secondary School

## Languages
- English

## Certificates
### Zendesk
Zendesk
### Microsoft Azure Fundamentals
Microsoft
### Microsoft Office 365
Microsoft
### Microsoft Outlook
Microsoft
### Microsoft Dynamics
Microsoft
### IATA BSP Essentials for Travel Agents
IATA | 2020-01-01
### IATA Airline Customer Service
IATA | 2020-01-01
### IATA Passenger Ground Services
IATA | 2020-01-01
### IATA Serving the Travel and Tourism Customer
IATA | 2019-01-01
### Amadeus Ticketing and Reservations
Amadeus | 2019-01-01

## Skills
### Customer Service & Support
- IATA BSP Essentials for Travel Agents
- IATA Airline Customer Service
- IATA Passenger Ground Services
- IATA Serving the Travel and Tourism Customer
- Amadeus Ticketing and Reservations
- Customer Issue Resolution
- Client Interfacing
- Customer Satisfaction
### Technical Proficiency
- Microsoft Office Applications
- Internet Exploration
- Microsoft Azure Fundamentals
- Microsoft Office 365
- Microsoft Outlook
- Microsoft Dynamics
- Zendesk
- Salesforce
- Hardware Troubleshooting
- API Consumption
### Web Development
- HTML
- CSS3
- Bootstrap
- JavaScript
- UI/UX Design Feasibility
- Application Optimization
- Team Building & Development
### Communication & Interpersonal
- Excellent Written Communication
- Excellent Reading Comprehension
- Excellent Listening Skills
- Outstanding Inter-personal Skill
- Cross-functional Collaboration
- Stakeholder Management
### Leadership & Management
- Team Leadership
- Mentorship
- Training Facilitation
- Strategic Planning
- Operational Activity Tracking
- Report Preparation (Sales, Operations)
### Problem Solving & Analytical
- Research
- Diagnosis
- Troubleshooting
- Market Intelligence Gathering
- Feasibility Analysis
- Compliance Monitoring
- Audit Preparation
### Work Ethic & Adaptability
- Proactive Initiative
- Highly Motivated
- Result-oriented
- Goal-oriented
- Work Under Pressure
- Multi-tasking Capacity
- Dynamic Environment Adaptation
- Deadline Driven Environment

## Interests
### Reading
- Biographies
### Travel
- Travelling
### Sports
- Sport Activities

## References
### References
Available upon request

## Source
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