Boluwatife Ade Ogunlola Email & Phone Number

Ottawa, Ontario, Canada

Drive a solution/results-focused, high performing culture among the teams.Manage the daily operations of the Contact Center including recruiting, training, mentoring,motivating, and managing a team of Support techniciansMonitor caseload and ensure adherence to Service and Experience Level Objectives.Mentor direct reports, provide growth opportunities, and conduct performance reviews.Monitor KPIs to measure team performance and drive process improvement.Handle client escalations and resolution through all levels of an organization.Provide empathy and understanding of client issues and the impact on their business operations.Establish effective processes and practices for knowledge sharing and communication.Collaborate with Technical Support, Business, Development, Sales, and other internal teams toescalate and resolve issues.Review departmental communication and processes, recommend improvements and drive efficiency.Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuousimprovement

Ottawa, Ontario, Canada

Maintains a positive, empathetic, and professional attitude toward merchants at all time.Communicates electronically and via phone with merchant experiencing difficulties with their point of sale (POS) machine to determine and document problems experiencedPerforms installation, configuration, upgrades and troubleshooting. Manages & updates customer databases via Fresh desk after the installation of their POS Machine. Resolves and closes incidents/service requests as per help desk procedures & allocated timelinesAssist merchant in integrating their POS system with third party providers like Auth.net, Bambora, Talech, etc.Actively listened to customers' requests, confirming full understanding before addressing concerns.Logs relevant incident/service request details per help desk proceduresCreates/maintains documentation where required

Toronto, Ontario, Canada

Responsible for regular checkup of website to eliminate issues, update with relevant content and improve search engine optimization using GTmetrix, Google Search Console and Ahrefs.Worked along with team members to rebuild the business's website, which increased traffic by 20%Experience in writing basic shell scripts using bash, perl for process automation of databases, applications, backup and scheduling.Proactive planning and collaborating with team members to manage server hardware, OS upgrades, software drivers, hardware firmware upgrades, backup-recovery methods and disaster recovery procedures to ensure an effective day to day runningPracticed strong documentation skills to foster transparency, knowledge sharing and efficiency.Utilized preventive maintenance checklist approach for filling machines . This ensures that machines run smoothly at all times and improves life span of machines.Collaborated with staff members to enhance customer service experience by capturing customer feedback using SuperOffice service which improved the customer review ratings of the company.Recommended alternate production equipments(tube filling machines) that would improve productivity and reduce maintenance expense by 30% in the long run.

Lagos State, Nigeria

Designed .net core web API to create HTTP Restful services to communicate with UI objects.Organized and gathered the data using SQL procedures and queries.Participated in design sessions and code reviews with peers to elevate the quality of engineering across the organization Implemented a code first approach to create, maintain, and update database.Created web page design mockups using HTML, CSS and responsive design principles.Wrote unit tests, end-to-end UI tests & integration tests + manual QA testingReviewed & monitored frequent pushes to help detect production issues.

Diploma Of Education, Web Development

Postgraduate Degree, Cloud Computing

Professional Certificate Of Competency In Project Management For Engineers And Technicians

Bachelor Of Applied Science - Basc, Electrical Engineering- Specialization In Power And Sustainable Energy