John Bassey Email & Phone Number

Remote

• Timely resolution of software usage issues/tickets via email, phone, or screen-sharing sessions (with Google Meet) to meet first response time goals. • Troubleshooting technical customer cases towards a resolution and escalating as necessary to Engineering via Jira (Bug Buster) tickets. • Documenting issue resolution steps and maintain empathic engagement with customers to ensure first-rate customer experience. • Collecting product feature requests from customer interaction and documenting/communicating them to the product team towards product improvement

Remote

• Conducted kick-off video calls via Zoom mostly with Marketing and Sales leads to understand their team’s unique pain point in order to ensure that Databox features are aligned with their business reporting goals.• Reviewed customers’ product usage, adoption, activity, and company-specific information to perform introductory outreach (via HubSpot) while building positive relationships with customers throughout the onboarding period to ensure their satisfaction and retention. • Built Data Analytics dashboards for customers based on their business and technical setup needs as determined during training calls (increased customer retention by 18%)• Developed documented plans or “Success Plans” for customers from start to finish of the onboarding period which included detail of action items towards optimized product setup.• Collaborated with Support, Account Management, and Sales Teams to facilitate effective hand-offs and positive customer experiences.

Remote

• Provided timely, and valuable support to thousands of Databox users through chat (Intercom) and email (Help Scout), to ensure they enjoy the best value out of the Databox product. • Built data analytics dashboards and set up additional features to help customers expand usage and adoption.• Monitored the unassigned queues in chat and email to provide fast responsiveness• Collaborated with the technical support team to investigate and resolve technical support tickets.• Worked with the marketing, sales, and product teams to continuously improve efficiency and customer experience.

Lagos, Nigeria

• Providing top notch customer support to customers with technical complaints, and product enquiries via phone support, chat support and email support.• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving Microsoft Exchange Online issues.• Effective ticket queue management and prioritization including continuous and timely updates to customers. • Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.• Initiating remote screen share session to customer’s device to troubleshoot and resolve technical and how-to-use issues with absolute adherence to screen sharing policy• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.• Improving the customer satisfaction rating.

30, Isaac John Street, Ikeja-Gra, Lagos

• Developed and technically maintained the organization’s website www.edandgreg.com • Carried out API and non-API integrations of various store fronts with the company’s website, which included WooCommerce, Paystack, and Jumia Store• Served as first-line contact, handling new customer onboarding, and existing customer relations to ensure great customer experience with company digital touch points and wellness products.

4B, Amodu Tijani Street, Off Sanusi Fafunwa, Victoria Island, Lagos

• Supported the deployment and installation of IT Solutions as Solarwinds IT Monitoring, Veeam Data Management, Conversational AI (Chabot and Marketing Automation), etc, for client companies.• Developed Technical Product Notes that aid product pitching by company sales team• Re-designed and technically maintained the company’s website www.infytel.ng • Developed and implemented digital marketing strategies involving SEO, SEM, Email Marketing, Social Media Marketing using tools as Google Analytics, Facebook Ads, and Google Keyword Planner• Carried out profiling and prospecting for potential clients for Infytel’s digital solutions/services• Carried out presales demo presentations to prospective clients on Inytel’s technology solutions and services, involving persuading clients that a product or service best suits their needs for quality, price, and delivery

8, Moloney Street, Obalende, Lagos.

• Developed and managed the organization’s website: www.ywcalagos.org using WordPress CMS, HTML, and CSS.• Served as first-line contact communicating with the organization’s partners and beneficiaries on programs and projects to ensure expectations and priorities are met.• Executed the organization’s online (Email, Web, and Social Media) marketing and communications strategy to ensure excellent Brand Image Positioning and publicity, using tools as Facebook Ads and MailChimp• Developing, designing and curating both digital and print content such as to attract prospective sponsors and partners, keep relevant stakeholders informed and inspired.

Federal Secretariat, Bauchi, Bauchi State

Coordinated the News and Editorial sub-unit of the Publicity/Editorial Community Development Service GroupLed the unit's team effort to gather, collate, and edit NYSC/Youth relevant news for the NYSC/Youth community of Bauchi State.Led the unit's team effort to gather and collate articles from the Bauchi NYSC community for publication in the NYSC Magazine.Edited articles from the Bauchi NYSC members for publication in the NYSC Magazine.Presented the NYSC News at Radio Nigeria Globe FM, Bauchi and Bauchi Radio Corporation (BRC), Bauchi.Served as Lead TV Presenter for the NYSC TV show, "Corper's Forum", on Bauchi Television (BATV), Bauchi

Bauchi State, Nigeria

Design, Procurement, Installation, Costing and General Maintenance of State-Controlled Mechanical and Electrical engineering equipment and services.

Bauchi

Entered, updated and/or retrieved accounting data from the Tally.ERP 9 Electronic Accounting System.Reviewed company Sales Invoices, Receipt Documents and payment Tellers to determine appropriate updating of same on the Tally.ERP 9 Electronic Database System.Presented Invoices and Receipts to the Reconciliation Department for Check and Reconciliation.Monitored register-controlled disbursement of petty-cash for company operational expenses.Entered company's cash Lodgements to Bank on Cash-Lodgement Register.Assisted in cash counting to ensure correspondence with sales receipts.Prepared MTN Stock Inventory Balance from Tally.ERP 9 Database and analyzed for preparation of Daily Financial Report.Assisted the Account Supervisor to update costumer’s direct Bank Payments on Excel Spreadsheet for Daily financial Report.

Ibeno, Eket, Akwa-Ibom, Nigeria.

Technically monitored IT/microwave equipment in onshore/offshore locations to ensure effective network status and report results to the relevant technical experts within ExxonMobil Information Technology(EMIT) department workforce to guarantee IT service availability and concordance with company Service Level Agreement (SLA).Conducted routine client checks on all EMIT clients in the Eket Area via email and phone communication to confirm/ensure quality radio, voice and data network service availability; ensuring consumer satisfaction by recommending appropriate action or escalating as necessary for speedy resolution.Carried out regular inspection on EMIT data center and IT closets; ensuring action items are escalated and attended to.Generated Eket Area Upstream Operations (EAUO) Data/Voice Network Services daily Morning Reports and Backup Reports; following up on action items and escalating as necessary.Prepared Work Permits and granted contractors/personnel controlled access to designated IT facilities for scheduled work.Conducted weekly safety meetings and regular on–the–job site safety activities like LPO(Loss Prevention Observation) and JSA(Job Safety Analysis).