Eni Ola

Technical Support and Customer Experience Professional with over four years of experience in telecommunications, customer operations, incident management, service delivery, and technical support. Experienced in troubleshooting network-related issues, managing customer escalations, coordinating field engineers, monitoring network performance, and ensuring timely resolution of service disruptions. Skilled in Customer Relationship Management (CRM), PRTG network monitoring, incident management, stakeholder communication, customer experience analysis, technical troubleshooting, service delivery coordination, and process improvement.

Adept at collaborating with cross-functional teams, managing high-pressure operational environments, and delivering exceptional customer experiences while meeting business objectives. Passionate about leveraging technology, operational excellence, and customer insights to improve service delivery, customer satisfaction, and business performance.

Technical Support & Customer Service Specialist at SimbaNET Nigeria Limited (2023-06 – Present)

• Provide first-line and second-line technical support for customers experiencing network and connectivity-related issues
• Monitor network performance and service availability using PRTG Network Monitor and promptly escalate service-impacting incidents
• Coordinate with Network Operations Centre (NOC), Engineers, and other technical teams to ensure timely diagnosis and resolution of customer issues
• Manage customer inquiries, service requests, and escalations across telephone, WhatsApp, and email while maintaining clear and timely customer communication
• Support incident management activities by tracking outages, coordinating communication, and ensuring service restoration updates are communicated effectively
• Analyze recurring customer issues and identify trends requiring technical or operational improvements to enhance service delivery
• Collaborate with engineers and internal stakeholders to improve service quality and customer satisfaction
• Train and mentor interns and industrial trainees on customer support operations, troubleshooting procedures, communication standards, and incident management processes
• Consistently handled high volumes of customer support requests while maintaining excellent service quality and customer satisfaction
• Improved incident escalation and reporting procedures, contributing to faster resolution timelines
• Reduced recurring customer complaints through proactive issue identification and collaboration with technical teams
• Supported onboarding and development of interns through structured training and knowledge-sharing initiatives

Product Management Intern at Walure Capital (2025-09 – Present)

• Conducted market research to identify customer needs, business opportunities, and industry trends
• Assisted in defining product requirements, specifications, and feature documentation
• Collaborated with designers, developers, and business stakeholders to support product development initiatives
• Participated in user research, product reviews, and feedback sessions to improve product performance and usability
• Prepared presentations, reports, dashboards, and product documentation for stakeholders
• Developed project documentation that improved stakeholder alignment and project execution
• Created templates and dashboards that improved visibility into product performance and progress
• Organized product insights and research findings that supported faster decision-making

Product Management Intern at Trevotech Academy (2024-11 – 2024-11)

• Assisted in developing and maintaining product roadmaps
• Documented user stories, product requirements, and feature specifications
• Conducted user research and gathered customer feedback to support product decisions
• Participated in project coordination activities and stakeholder communication
• Contributed to successful delivery of multiple product feature improvements
• Improved documentation quality through structured user story templates
• Enhanced communication flow between project stakeholders

Customer Service Representative at AT-TAHEEL ENTERPRISES (2022-12 – 2023-05)

• Managed customer inquiries through calls, emails, and walk-in interactions
• Coordinated communication across departments to ensure timely service delivery
• Maintained records, schedules, documentation, and administrative processes
• Supported daily office operations and customer engagement activities
• Improved customer satisfaction through structured follow-up processes
• Enhanced administrative efficiency through improved documentation practices

Bachelor of Science (B.Sc.) in Secretarial Administration – Tai Solarin University of Education, Ijagun (2016 – 2021)