Qualifications
BSC. In Business Information Technology (Upper Second Class of Honours Degree) Middlesex University, London, United Kingdom 2014
A- Levels (3 A levels) Christ’s College Finchley, East End Road, London, UK 2009
GNVQ Business (High Merit) Christ’s College Finchley, East End Road, London, UK 2007
Career Summary
• SAP R/3 UML
• SAP CRM HTML
• DBMS Oracle 9i, My SQL
• Scripting Languages Web Matrix
• Operating Systems Windows 7, Vista, Windows XP, Windows 95/98
• Application Software Microsoft Office, Adobe Photoshop, Adobe After Effect,
Employment History
Company: Vue Entertainment Ltd
Feb 2013 – June 2014
Role: Customer Service Advisor Part-time
Worked as part of a team to provide first level helpline supporting to internal and external customers.
Key Responsibilities included:
• Provide support for customers, by acting as a first line contact for in-bound requests received via phone, email, regular mail, fax and other means
• Deliver the highest level of customer service to internal and external customers at all times
• Promote client programs
• Trouble shoot customer issues, owning them until a full resolution has been obtained
• Undertake a variety of tasks associated with the high service delivery of our customers. Equally they will be expected to maintain all documentation and train others on key aspects of the role
• Respond to all first level technical support of software and administrative issues, as defined in procedures
• Process all data in line with business standards and Data Protection
• Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
Company: African Institute of Research and Development July 2009 – November 2014
Role: Junior SAP CRM Virtual Content Developer Part-time
Workled as part of a team to develop SAP training materials using SAP CRM 7.0.
Key Responsibilities included:
• Developing training material with SAP CRM 7, including PowerPoint, exercises and quick reference guides
• Understanding the key business processes
• Adhering to the material standards and guidelines provided
• Conducting peer reviews of training materials to ensure the quality is of the highest standards
• Assisted on other adhoc duties such as developing a database, troubleshooting, application support, testing and finding solutions to technical issues.
Company: UK Power Networks November 2014 – Present
Role: SAP Business Readiness Full-Time
Part of a team that provided training and support when implementing SAP CRM 7 systems to UK Power Network Call Centre Agents.
Key Responsibilities Included:
• Frontline support and frontline champion for Business Transformation Program within the Customer Care department
• Answer training and system questions about CRM 7; provide workflow assistance, review and update errors logged identify issues, trends and communicate with floor walkers to resolve end user concerns.
• Help super users by providing feedback and cataloguing, monitoring and responding to system errors and issues end users will be facing while operating.
• Provide courteous, calm and reassuring support to end users during the implementation of new SAP CRM 7 Systems
• Maintaining high level customer service by reducing fear and anxiety during the implementation of the new SAP CRM 7.0 systems
