David

DAVID DIKKO

[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | telegram link : t.me/hisD4ve

PROFESSIONAL SUMMARY:
A professional helpdesk assistant and a tech support officer with a strong foundation management, backed by a proven track record as an Admin/Human Resource
Officer. I specialize in fostering positive client relationships, enhancing customer experiences, and driving team performance to meet organizational goals.

Adept at bridging the gap between customer service and human resource functions, I bring a unique blend of people management, employee engagement,
and customer satisfaction strategies. Known for strong communication, leadership, and problem-solving abilities, I foster positive customer relationships
while ensuring service quality standards are met.

I am proficient in using CRM systems to manage customer inquiries, track performance, and provide actionable insights. I consistently contribute to organizational success
through customer-centric approaches, collaboration, and process improvements.

Industry Experience: Telecoms & IT
Cal centre operator
CONNEX TRANSPORT LLC | August 2023 –2024 West Coast, Reno, Nevada.

Responsibilities:

● As a key member of the hiring team, I maintained constant communication with drivers, facilitating their onboarding process and
ensuring seamless integration with the company. My role involved regularly updating the CRM with drivers' zip codes and status
changes to keep our records accurate and current. I actively reached out to drivers through daily texts, emails, and phone calls to
provide updates and gather necessary information. Additionally, I utilized Excel spreadsheets to track progress and manage data
efficiently, ensuring that all relevant details were organized and accessible. My proactive approach helped streamline operations
and enhance driver engagement within the company.
● Monitored inventory levels to ensure adequate stock availability and prevent stockouts, coordinating with suppliers as needed.
● Coordinated with logistics and delivery teams to ensure on-time delivery of orders to customers.
● Performed regular inspections of inventory storage areas and equipment to identify and address maintenance issues.
● Provide administrative support to store management, including data entry, filing, and preparation of reports as needed.

Assistant Helpdesk assistant manager / Tech support officer
Dotmac Technologies | August 2023 – 2024 October

Responsibilities:
• Oversee the helpdesk team, ensuring that each member is efficiently using Zoho Desk and Team Inbox to handle customer queries, tickets,
and issues.
• Ensure that all customer tickets and issues are logged, categorized, and prioritized appropriately using Zoho Desk. Manage escalations and
ensure timely resolution of issues.
• Provided exceptional customer support through phone, email, and chat, resolving technical issues related to internet connectivity,
hardware, and software.
• Oversee the use of Zoho Team Inbox for managing communications, ensuring that customer interactions are consistent, timely, and of
high quality.
• Regularly review and analyze data from Zoho CRM and Desk to identify trends, measure the effectiveness of the helpdesk operations, and
generate insights for decision-making.
• Prepare and present regular reports on helpdesk performance, customer satisfaction, and team productivity to senior management.
• Work closely with other departments, ensuring that customer feedback and issues are communicated and addressed efficiently across the
organization.
• Maintain accurate and up-to-date documentation of helpdesk processes, using Zoho tools to ensure easy access and updates.
• Ensure that all helpdesk activities comply with organizational policies and industry regulations.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution with
engineers on site and keeping records of customer interactions, process customer information with the company CRM platform and
following company communication procedures during this time and taking the extra mile to engage customers and resolving technical
issues remotely, as well as understanding the raised issues with the router and confirming when it is a fibre link disconnection physically
from the client end or from the cabinet on the GPON and informing client whether there is a general outage from the base station.
• Experienced in utilizing the UNMS monitoring tool and managing Ubiquity radio devices for efficient network oversight Proxy servers,
switches, WAN accelerators, DNS and DHCP. Proficient in configuring routers, including TP-Link and Huawei model.
 • Skilled in managing ticketing systems to track and resolve technical issues promptly.
• Procuring network equipment and managing subcontractors involved with the customer network installation.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.

Project Worked On/Achievements:
• Achieved customer satisfaction and retention to some extent through enhanced customer engagement and responsiveness.
• Improved response and resolution times, contributing to a more effective Helpdesk team.
• Strengthened customer relations through personalized follow-ups leading to improved customer satisfaction scores.
• Improved team communication consistency, leading to clearer and more effective customer interactions.

Admin/Human Resource Officer
Dotmac Technologies
June 2021-July 2022.
Responsibilities:
• Filed and managed the Zoho Data entry and record keeping process.
• Ensured accurate statutory payments and proper documentation of artefacts.
• Managed Zoho Recruit Management and Shift Management on Zoho people
• Facilitated the onboarding process for new hires, including orientation sessions and necessary paperwork.
• Assisted with human resources tasks and facilities management.
• Addressed employee queries regarding HR policies, benefits, and procedures.
• Maintain accurate employee records, including personnel files, attendance, and leave records.
• Ensure compliance with labour laws, company policies, and regulatory requirements.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Assisted in the performance appraisal process, including goal setting, performance evaluations, and feedback sessions.
• Collaborated with managers to address performance issues and implement performance improvement plans.
• Assisted in organizing company events, such as workshops, conferences, or team-bonding activities.

Project Worked On/Achievements:

• Led the development and updating of the employee handbook to ensure alignment with company policies and legal requirements.
• Created a welcome packet for new hires that includes company information, benefits information, and contact information for key
personnel.
• Conducted a survey of employees to identify areas for improvement in employee engagement

Sales Officer
Dotmac Technologies
March 2022 – June 2023

Responsibilities:
• Processed service requests, such as new internet connections, account activations, billing inquiries, and service upgrades/downgrades.
• Effective inbound and outbound communication to customers/leads on inquiries.
• Coordinated with relevant departments to ensure prompt resolution of customer requests and issues.
• Attended to walk in customers on service inquiries and installation payment.
• Responding to potential enquiries via the company website and the sales IG and WhatsApp platforms.
• Confirmed payment and payment addition to customers account on splynx once payment is received.
• Full compliance to Zoho CRM/Zoho Project system which includes: Customer account creation, Proper creation of quotes, invoices, sales
order and project Daily follow up on respective pending installations/project on Zoho Projects (tagging the responsible project manager
on each project).
• Escalated complex technical issues to the appropriate support teams for further investigation and resolution.
• Effective/timely communication of installation updates and feedback to customers with pending installation.
• Escalation of due or overdue installations to Sales Managerial Project supervisor.
• Escalation of customer complaints on overdue installation by attaching the Complaint (email or call) and tagging the project manager and
Project supervisor to the comment on each project.
• Adding of subscription payment made via Paystack, Flutterwave and bank transfer.
• Engaging blocked customers Follow up on leads and emails sent.
• Maintain accurate records of customer interactions, service requests, and resolutions in the company's CRM system.
• Generate reports on call centre performance metrics, such as call volume, response times, and customer satisfaction ratings.
Project Worked On/Achievements:
• Led a customer feedback initiative aimed at gathering feedback from clients about their experience with the call centre services.
• Mentored and coached new team members to help them develop the skills and knowledge required for success in their roles.
• Contributed to the development of a comprehensive knowledge base for call centre agents, documenting frequently asked questions,
troubleshooting guides, and best practices.
IT Instructor
JD Lab Nig, Limited.
March2019 - 2020 July
Responsibilities:
• Trained new employees on company policies and procedures, contributing to a cohesive team atmosphere and improving overall
performance.
• Responded sensitively and competently to service customers with diverse cultural backgrounds.
• Optimised customer experience by delivering superior services and effectively troubleshooting issues.
• Modern applications.
• Practical hands-on project.

EDUCATION: Computer Science Regents university 2021

ACQUIRED CERTIFICATIONS AND TRAINING:
• Certificate of Proficiency in IT support.
• Certificate on health, safety Career Development & Environment (HSE 1&2) & Environment (HSE 3) Leadership Skill.
• Certificate of service National Youth Service Corps, Education CDS Group. Position Held: PRO.
SOFTWARE & TECHNOLOGY
• Zoho.
• Chatwoot.
• ERP.
• MS Office 365 (Word).
• Skype for Business, Zoom, Excel & PowerPoint) MS Teams.
• Any desk.
SOFT SKILL

• Ability to multi task.
• Team Work.
• Active Listening.
• Problem solving.
• Organisational.
• Commitment to quality work and strong attention to details.
• Good knowledge of modern information practice and techniques.
• Time management.
• Adaptability and ability to work and apply critical thinking independently
• Excellent oral and written communication skills.

Languages: English(fluent)
Interest: Customer care service, Helpdesk assistant, remote assistant, Network management, Network Security.
REFERENCE: Available upon Request