Martin Awanbor
IT service engineer, Customer service advisor and Office Administrator
Galway,Galway
Summary
A task-driven professional with substantial experience in customer service. Works well independently and as part of a team, and focuses on exceeding clients' expectations.
I am committed to leveraging superior communicative and interpersonal skills to interact with individuals and groups at all organizational levels. I am outgoing and a good team player with the ability to build a working relationship with others whilst maintaining a professional and goal-oriented approach to work. I am an effective communicator, with excellent problem solving, analytical skills, and the ability to work in a high-pressure environment with a drive to see tasks through to completion. These attributes together with an eye for detail and a ‘can-do attitude have contributed to my success in my career.
Overview
20
20
years of professional experience
Work history
General Office Administrator(Remote)
Maree employment Scheme CLG
Oranmore, County Galway
10.2020 - Current
- General Office Duties: ie Account Reconciliation, Updating payroll records and maintaining the record.
- Preparing timesheets for employees
- Responding to employees' emails and other stakeholders
- Answering daily telephone calls and responding to email inquiries
Customer service advisor(Commercial)
Barna recycling
Galway, Galway
05.2023 - 12.2023
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Maintained excellent client satisfaction by providing in-depth support.
- Offered current, accurate advice on optional solutions for concerns.
- Answered [Number]+ telephone calls per day with professionalism.
- Obtained feedback from customers to improve service experience.
Customer resolution agent
British gas
Edinburgh
11.2022 - 05.2023
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- resolving customers issues and queries regarding their energy bill.
- Signing on new customers to British Gas.
- Managed database to maintain updated records and accuracy.
Office Administrator(Back office)
Diligenta
Edinburgh Scotland
08.2022 - 11.2022
- Successfully delivered on tasks within tight deadlines.
- Completed customer orders with speed and accuracy.
- Analysed data and information to identify issues and create tailored solutions.
- Verify and process customer documents to proc pension payment.
- Respond to customer queries/request by sending Corespondent letters and manage work flow.
Computer Hardware Repair Technician
Freelance
Shannon/Longford, Galway, Clare
09.2016 - 10.2020
- Installed and configured software-hardware accessories
- Diagnosed and promptly resolved hardware faults
- Educate customers on proper usage to prevent issues from reoccurring.
- Accurately diagnosed faults down to component level for swift resolution and repair.
Customer Service Assistant
OJ Computer Services
Limerick City, Limerick
05.2016 - 09.2016
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
- Maintained up-to-date knowledge of store payment, return and exchange policies, providing expert customer guidance.
- Assisted customers with product complaints,
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Desktop Support Technician
Sykes
Shannon, Clare
01.2006 - 04.2007
- Identified and agreed on further resolution steps to appropriately manage hardware problems requiring escalation.
- Managed support ticket work queues professionally
- Handled incidents involving software.
- Accurately logged solved ticket and using company ticketing system
- Answered user questions about hardware and software operations to help resolve problems.
Customer Service Representative
Delta Airline
Shannon, Clare
03.2004 - 08.2005
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Cultivated customer loyalty through exceptional service, promoting repeat customs.
- Processed inbound customer calls, providing information on service or product upgrades.
- Responded promptly to inquiries from clients, members, and staff via email, post, and fax.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
IT service engineer
CBE
Mayo, Mayo
12.2023 - Current
- Accurately troubleshot and diagnosed equipment malfunctions to minimise unplanned machinery downtime.
• Scheduled service calls according to customer location and urgency of need.
• Update ticket completion task when finished using Autotask ticketing system..
• Completed scheduled services and installations, as well as preventive maintenance and calibration.
• Monitored and managed parts ad equipment inventory to support continuous availability.
• Traveled to customer sites to perform diagnosis and repair duties.
• Provided mechanical installation, repair and maintenance services on diverse Retail tills.
Education
Post-Graduate Diploma: - DIGITAL TRANSFORMATION
National University of Ireland(NUIG)
Galway, County Galway04.2022
Bachelor of Science - IT INFRANSTRUCTURE
GRIFFITH COLLEGE – Ireland
LIMERICK11.2016
Master of Science - International Management and Global Business
University of Limerick
Limerick01.2014
Bachelor of Science - Business Management Systems
Limerick Institute of Technology(LIT) Ireland
Limerick11.2011
Skills
- Excellent reporting and documentation skills
- A willing and positive attitude
- Excellent customer care with a helpful and polite manner
- A passionate learner and a self-starter
- Flexible/adaptable approach to work
- Proficient in the use of Microsoft package
- Interpersonal skills
- Strong time management and very proactive
- Proficient communication skills and ability to handle inquiries face to face/emails or by telephone a self-starter and a quick learner
- Knowledge of Project management while assisting with various office relocations ITIL experience or knowledge
- Mature and self-motivated and able to work at a fast learning pace and adapt to changing environments quickly
- Resilient and flexible in the face of challenges or criticism and unafraid to get my hands dirty outside of my role where needed
- Well organized and able to plan workload effectively
- Collaborate with others and be able to negotiate and agree on a way forward
- Am focused on understanding the problem to be solved as much as the solution itself
Timeline
IT service engineer
CBE
12.2023 - Current
Customer service advisor(Commercial)
Barna recycling
05.2023 - 12.2023
Customer resolution agent
British gas
11.2022 - 05.2023
Office Administrator(Back office)
Diligenta
08.2022 - 11.2022
General Office Administrator(Remote)
Maree employment Scheme CLG
10.2020 - Current
Computer Hardware Repair Technician
Freelance
09.2016 - 10.2020
Customer Service Assistant
OJ Computer Services
05.2016 - 09.2016
Desktop Support Technician
Sykes
01.2006 - 04.2007
Customer Service Representative
Delta Airline
03.2004 - 08.2005
Post-Graduate Diploma: - DIGITAL TRANSFORMATION
National University of Ireland(NUIG)
Bachelor of Science - IT INFRANSTRUCTURE
GRIFFITH COLLEGE – Ireland
Master of Science - International Management and Global Business
University of Limerick
Bachelor of Science - Business Management Systems
Limerick Institute of Technology(LIT) Ireland
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