Efuntolu Nelson

Experience

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  CarMax

  Feb 2015 - Nov 2020

  Sales Consultant

  Managed sensitive customer financial information with the highest degree of confidentiality and accuracy.Maintained detailed records of customer interactions and follow-up activities, demonstrating strong organizational and documentation skills.Developed and utilized effective communication and interpersonal skills to build rapport with customers, understand their needs, and provide tailored solutions.Consistently achieved sales targets by leveraging persuasive communication and problem-solving skills, demonstrating the ability to work in a fast-paced, customer-focused environment. Show less

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  S3 Shared Service Solutions, LLC

  Nov 2020 - Nov 2022

  Remote Help Desk Technician

  Provided first-tier technical support and troubleshooting assistance for websites and applications, focusing on enhancing the user experience and resolving technical issues promptly.Consistently exceeded daily Service Level Agreement (SLA) targets in a high-volume call center environment, demonstrating a strong commitment to providing timely resolutions and exceptional service quality.Efficiently processed account maintenance, fulfillment, and research requests, ensuring accuracy and adherence to established procedures.Utilized a proprietary ticketing system ([Name of System if possible]) to accurately track, prioritize, and complete support tasks, maintaining detailed records and ensuring accountability.Delivered high-quality technical support to a diverse customer base of over 900,000 end-users, demonstrating excellent communication skills and a customer-centric approach. Show less

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  Wellfound Foods

  Dec 2022 - Mar 2025

  Lead IT Technician

  Provided Tier 2 technical support for 70+ PCs, ensuring optimal system performance and maximizing uptime. Proactively monitored systems to identify and resolve potential issues, minimizing disruptions to operations.Spearheaded IT projects, including hardware and software deployments and installations, coordinating with cross-functional teams to ensure seamless execution and minimal downtime.Diagnosed and resolved complex hardware, software, and network issues, utilizing strong problem-solving skills to deliver timely and effective solutions. Maintained a high level of accuracy and efficiency in troubleshooting efforts.Implemented and managed an ITSM ticketing system ([Name of System if possible]), streamlining incident management and improving resolution times. Documented all incidents and resolutions, creating a knowledge base for future reference.Collaborated with the application development team to identify, troubleshoot, and resolve software bugs, contributing to improved software stability and user experience.Implemented an in-house screen repair service, resulting in a 90% reduction in repair costs. This initiative significantly improved budget efficiency and reduced turnaround time for hardware repairs.Managed and maintained a wide range of peripheral devices (e.g., printers, scanners, etc.), ensuring seamless integration with user systems and providing ongoing support.Developed and implemented comprehensive Standard Operating Procedures (SOPs) to improve IT processes, enhance team efficiency, and ensure consistent service delivery.Delivered exceptional customer service by promptly and effectively addressing support inquiries. Maintained a high level of user satisfaction through clear communication and proactive problem-solving. Show less