Lionetta Oyinsan Email & Phone Number

New York City Metropolitan Area

• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide excellent service to customers.
• Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets.
• Manage performance; provide development plans and conduct appraisals that encourage employee engagement.
• Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Lead and mentor a team of technical professionals to ensure successful project delivery and client satisfaction.

New York, New York, United States

• Provided technical support for all Department of Education staff and parents.
• Ensured that authorized users had the right access to company systems, data, and applications via IAM software.
• Updated, tracked, and escalated tickets to appropriate levels/groups for resolution as required.
• Developed and maintained client systems, applications, security, and network configurations.
• Executed repair and recovery procedures from hardware or software failures

Greater New York City Area

• Responsible for over 3k to $4k dollars when managing and operating cash register for daily transactions
• Monitored customer satisfaction levels and developed new methods for increasing positive customer service experience.
• Improved quality of service by recommending and identifying new products and services

Greater New York City Area

• Prepared and sent outgoing mail and packages
• Checked and compared data for accuracy and completeness
• Performed related job duties as required.

Greater New York City Area

• Answered inquiries by clarifying desired information; researching, locating, and providing information.
• Managed and resolved customer complaints
• Responded to caller general information requests and/or inquiries; refers caller to most qualified area
• Tracked calls appropriately; gathered necessary demographic or other pertinent information and entered into database.

Farmington Hills, MI

• Answered phone calls, responded to emails, labeled and sorted the incoming and out-coming Mail
• Basic bookkeeping, filling and clerical duties
• Completed Administrative task for Office Manger as well as various staff
• Efficiently transferred information into excel spreadsheets for analysis and ensured the data is correct

Cybersecurity (Cysa+), Information Technology And Security

Linux Essentials, Networking Essentials, Networking topology and configuration, OpnSense Firewall, Cybersecurity

Associate'S Degree, Fashion Marketing