Clifford Benoni
IT PROFESSIONAL
Edmonton,Alberta
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
IT/ Customer Care Professional
- Customer Care, Strategic Planning, Formulation of Procedures and Policy, Customer Experience
- Contact Centre Operations and Management, Process Improvement Management, Staff Training, IT Systems
- Installation and Management, SLA Setting and Monitoring
- Experienced Customer service Executive with over 10+ years of diverse and rich Telecom andI T Experience, both Technical
- Commercial and Managerial managing contact centers and IT Systems
- Customer experience operations in medium to large-scale, Multi-National Telecom and IT companies such as VODAFONE, RESEARCH MACHINE, SOPHOS and UTL
- A skilled professional with excellent Team dynamics and Leadership skills, looking for opportunities to grow in a progressive organization in the UAE where my IT, Customer care and Training experience together with my education background can be tapped to achieve company goals and/or objectives
- Always on the look for those organization that can push corporate goals while enhancing by career
- PROFESSIONAL SKILLS
- Call Centre management Team Building, LAN/WAN Installation
- Staff recruitment
- Leadership and Motivation
- IT Service Support
- Contact Centre Customer Experience Software Development
- Operations Process Improvement IT Systems Development and
- Staff training and Project Planning & Support development management Systems Security
- Setting and monitoring Budgeting Coding and Programming
- Contact centre SLA/KPIs Communication Documentation
- Decision Making New Technologies
- Time management Database Management
- Conflict Resolution International Business
- Self motivation practices
Customer Service Manager
01.2010 - 12.2016
Product Development Officer
GEMTEL South Sudan
01.2007 - 12.2009
Customer Service Advisor
Uganda Telecom Ltd
03.2004 - 12.2006
Software Testing Assistant
Vodafone UK Ltd
01.2003 - 02.2004
IT Support Assistant
Sophos UK Ltd
01.2002 - 12.2002
IT/ Administration Assistant
INASP
09.2000 - 11.2001
Customer Service supervisor
GEMTEL Limited
Juba
01.2010 - 12.2016
- GEMTEL Limited is one of the leading telecommunications company in South Sudan, owned by LAP and South Sudan Government
- Recruited as Customer Service Manager, to establish and head the Contact centre in line with the business objectives of the company
- Trained staff on how to handle the inbound and outbound calls, answering customer queries
- Handling budgeting and related financials department
- Other core responsibilities;
- Leading and supervising customer service staff
- Recruitment and appraised staff
- Led training for staff to deliver a high standard of customer care service
- Providing help and advice to customers using Gemtel ices
- Coaching on creating a great support experience through telephone, email, letter and face-to-face
- Investigating and solving customers' problems, sometimes complex or long-standing escalated by the agents
- Analyzing statistics/ data to determine the level of customer service my organisation was providing
- Producing written information for customers
- Writing Service reports
- Achievements
- Developed feedback or complaints procedures for customers
- Developed customer service procedures, policies and standards
- Representing my department in management meeting with managers to discuss possible improvements to customer service
- Designing training for new products or services for the department.
Product development liaison officer
Uganda Telecom Limited
Kampala
01.2007 - 12.2009
- Uganda Telecom Limited is one of the big three leading telecommunications companies in Uganda
- Responsible for disseminating information concerning all new company products, through training
- Part of the product development team and call centre, engaged in staff education about the new products
- Tasks:
- Introduce the newly developed products to the call centre
- Interfacing directly with customers on phone, electronically and face to face about these products
- Responding to customer inquires about products
- Setting up new customer accounts and clustering
- Reviewing price structures and tariff plans
- Handling unresolved customer complaints escalated by agents
- Communicating and coordinating with external departments
- Conducted product training to agents on all new products
- Gathering feedback on new products
- Gathering business info from clients concerning new and existing products
- Achievements
- Developed SOPs for the introduction of new products to the agents
- Developed KPIs for assessing the performance of new products in the market
- Mentoring, motivating and providing guidance to the call centre team upon company objectives pertaining new products.
Customer Service Advisor
Vodafone UK, VODAFONE UK Limited
Banbury
03.2004 - 12.2006
- Is one of the world leading telecommunications company, with operations on all continents
- Recruited as Customer service advisor, to offer great customer experience through technical support
- I was specifically to handle government department and major accounts like Formula One racing team (Vodafone advertisers)
- I dealt directly with customers on phone, electronically and face to face
- Responding to customer inquires promptly
- I handled and resolved customer complaints
- Customer verification and Setting up new accounts
- Processing orders, applications and requests
- I communicated and coordinated with external departments
- Recording details of action taken on the system
- Provide feedback to other departments
- Provide pricing and delivery information
- Deciding on rewards for customer loyalty
- Achievements
- I worn best agent award twice
- Promoted to team leader, team B
- Training agent team B
- Clifford Benoni, MBCS
Software Testing Assistant
SOPOHS UK Limited
Abingdon
01.2003 - 02.2004
- Is world leading Antivirus engineering company, with operations in Europe and USA
- Gathering information from consumers on a program's usability
- Testing programs and fixing concerns
- Gathering sales leads
- Testing GUI user friendliness and intuitiveness.
IT Support Assistant
RM
Abingdon
01.2002 - 12.2002
- RM UK Limited is world leading education software engineering and Hardware/Network Support Company
- ICT technical support to education sector(school and colleges)
- Answering inbound calls to solve school
- My role was very autonomous with a focus on providing broad 1st/ 2nd line technical problem solving/network management, as well as building strong relationships with the school leadership
- Teaching staff on systems installed and ensuring contractual compliance against KPI's and SLAs
- I provided advice and coaching to customers to ensure that they feel confident and comfortable using the IT resources available, putting them to their best use to deliver fantastic teaching & learning experiences for them and their students
- This role required the building of strong relationships with the school staff, broad technical and problem solving skills, good communication with a proactive attitude and ultimately going the extra mile for customers
- Skills & Experiencet /2nd line IT support & implementation experience including MS Server, Office Windows Operating.
IT/Administration Assistant
INASP
Oxford
09.2000 - 11.2001
- INASP - a non for profit into scientific research and information dissemination, with beneficiaries in LDCs and western Europe
- Recruited to support a small office network with remote users
- Developed an online interaction and document delivery system
- This was part time work when I was still at University
- Also did admin work involving;
- Coordinating all information technology-related training activities for researchers
- Coordinating with librarian in developing countries and Eastern Europe for documents delivery
- Maintaining communication with stake holders.
Education
Bachelor of Science - Software Engineering
Oxford Brookes University
Oxford, England 10.2000 - 10.2003
Diploma - Computing
University of Oxford
Oxford, England 06.2000 - 07.2002
Accomplishments
- Arranging annual ICT conference for researchers
- Coordinating research articles online publication
- Identifying, selecting and managing external trainers
- Ensuring that monitoring and evaluation, activities take place
- Attending internal & external meeting in relation to funding needs and projects progress
- Maintain good relationships with other training organizations and funding organization
- Promoting organization to potential beneficiaries - Oxford City Council / Blackbird Leys IT hub (Training se2007-2012 - LGBTQI Voices Uganda 2009 (Sector head / IT lead) To datervices) 2000-2006
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
References
REFERENCES
REFERENCES AVAILABLE ON REQUEST
Affiliations
Member of British Computer Society
L ANGUAGES
-English (Native level)
Timeline
Customer Service Manager
01.2010 - 12.2016
Customer Service supervisor
GEMTEL Limited
01.2010 - 12.2016
Product Development Officer
GEMTEL South Sudan
01.2007 - 12.2009
Product development liaison officer
Uganda Telecom Limited
01.2007 - 12.2009
Customer Service Advisor
Uganda Telecom Ltd
03.2004 - 12.2006
Customer Service Advisor
Vodafone UK, VODAFONE UK Limited
03.2004 - 12.2006
Software Testing Assistant
Vodafone UK Ltd
01.2003 - 02.2004
Software Testing Assistant
SOPOHS UK Limited
01.2003 - 02.2004
IT Support Assistant
Sophos UK Ltd
01.2002 - 12.2002
IT Support Assistant
RM
01.2002 - 12.2002
Bachelor of Science - Software Engineering
Oxford Brookes University
10.2000 - 10.2003
IT/ Administration Assistant
INASP
09.2000 - 11.2001
IT/Administration Assistant
INASP
09.2000 - 11.2001
Diploma - Computing
University of Oxford
06.2000 - 07.2002
IT/ Customer Care Professional
Skills
- Collaborative Environments
- Field Operations Support
- Customer Relations
- Senior Leadership Support
- Customer Service Excellence
- Strong Telephone Etiquette
- Customer Relationship Management
- Special Assignments
- Microsoft Office
- Inbound Customer Service
- Customer Retention Strategies
- Customer Data Confidentiality
- Policy and Procedure Adherence
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work Preference
Work Type
Full TimeInternshipContract WorkPart TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementHealthcare benefitsWork-life balanceCompany CulturePersonal development programsPaid sick leaveWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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