Stella Tila

Experience

• 

  Government Secondary School, Rivers State

  Oct 2012 - Oct 2013

  Computer Science Teacher

  GOVERNMENT SECONDARY SCHOOL- RIVERS STATECOMPUTER SCIENCE TEACHER- 2012-2013Educational institution.• Boosted students’ grasp of materials with weekly tutoring sessions. • Collaborated with other faculty members to review data and develop instructional strategies to address student learning objectives. • Kept students on-task with proactive behavior modification and positive reinforcement strategies.

• 

  SystemSpecs

  Dec 2014 - now

  • Received approximately 45-70 incoming support calls per day with a 75% first call resolution rate.• Tracked customer issues using Zoho CRM.• Provided a reliable interface between business and technology teams during client setup, implementation, and other support engagements to ensure delivery of quality solutions.• Acted as A liaison between the support organization and the technical/development organization to communicate and resolve issues.• Identified areas of the application's operations that needed improvement and recommended workable solutions for implementation.• Conducted internal product training for newly-hired and junior employees.Achievements:• Developed a strong product and customer service knowledge base, to continue to help drive sales and provide options and value to the customers.• Served as a team lead by assisting co-workers with customer issues when supervisors were not available. Show less SystemSpecs Limited is a household name and pioneer of the software industry in Africa, with almost three decades of providing robust solutions to individuals, corporate organizations – small, medium, and large, and governments at state and federal levels in Nigeria and on the African continent.• Provide 2nd level support to users of the Remita application by resolving technical issues and bugs while providing top-notch customer service.• Track, log and respond to support tickets, perform user account maintenance, manage incidents and provide resolution for end-users technical challenges. • Update and create incident management tickets in the Peregrine call tracking application• Install applications in test environment for testing purposes.• Assist with system integration where necessary.• Write and execute SQL queries for reporting and research purposes.Achievements: • Identified defects within the Remita application, worked with vendors and project management team on a code change and new fix in an upcoming release. This resulted in increased efficiency in batch processing with no errors or transmissions missed and thus reduced the number of incidents.• Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query. Show less

  • Application Support Team Lead (Technical Service Delivery)

    May 2016 - now

  • Product Support Executive

    Dec 2014 - May 2016