Особисті дані приховані

Olabode Adetula
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | t.me/olabodeadetula

Summary
A dedicated Customer Service and Technical Support Specialist with years of experience in providing
exceptional customer service and technical support. Skilled in managing customer inquiries, resolving technical
issues efficiently, and maintaining high levels of customer satisfaction. Strong communicator with a proven
ability to build rapport with clients, handle high call volumes, and utilize CRM systems effectively. Adept at
working in fast-paced environments and committed to contributing to team success through proactive
problem-solving and a positive attitude.

Skills
Microsoft Office • English (C2 - Advanced Level) • Customer Relationship Management (CRM) • Google Docs •
Zendesk • Helpdesk • Teamwork • Communication skills • Customer Service • Product Knowledge • Sales
management • Leadership skills • Problem resolution • Customer Support • Technical support • Time management
• Corporate ethics • Organizational skills • Adaptability • Attention to detail

Experience
November 2024 - January 2026
Howly, Nevada, USA. (Remote) - Technical Support Specialist (L2)

●​ Prioritized, tracked, and solved customer requests, ensuring high-quality, personalized interactions.
●​ Leveraged Zendesk AI agents to handle routine tasks (like password resets or FAQs) and used Copilot
for suggestions, which allowed for focus on complex, high-value interactions.
●​ Handled complex cases involving billing, payments, refunds, and disputes in collaboration with the
billing department through Zendesk’s ticketing system
●​ Moved beyond reactive support to proactively addressing customer needs to improve loyalty.
●​ Created and updated help center articles to enable self-service and reduce inbound ticket volume.
●​ Ensured all financial and customer data were handled in compliance with regulations.
●​ Achieved high happiness scores by providing quick, empathetic, and personalized solutions within
Zendesk.
●​ Improved retention by resolving issues effectively and increasing Net Promoter Score (NPS).

July 2021 - September 2024
Konga Group Of Companies, Lagos, Nigeria. (Hybrid) - Customer Care Representative

●​ Responded promptly and professionally to customer inquiries via phone, email, and chat.
●​ Listened attentively to customer concerns and provide appropriate solutions or escalate issues as
needed.
●​ Handled customer complaints with empathy and strive for first-call resolution.
 2

●​ Maintained accurate records of customer interactions and transactions.
●​ Collaborated with other departments to address customer needs and improve overall service delivery.
●​ Assisted in creating and updating customer care documentation and knowledge base articles.
●​ Identified trends in customer feedback and suggested proactive solutions to enhance the customer
experience.
●​ Stayed updated on product features, promotions, and policies to effectively assist customers.
●​ Upheld company values and policies while representing the brand in a positive manner.

January 2019 - June 2021
Prototype Limited, Lagos, Nigeria. (On-Site) - Technical Supervisor

●​ Provided guidance, mentoring, and coaching to team members.
●​ Monitored and evaluated team performance, providing feedback, and conducting performance
reviews.
●​ Ensured adherence to project timelines and deadlines.
●​ Collaborated with other departments or stakeholders to understand project requirements and
expectations.
●​ Maintained documentation and records related to projects and technical processes.
●​ Communicated effectively with team members, management, and clients.

January 2017 - December 2018
Qatar Building Company, Doha, Qatar. (On-Site) - Office Assistant

●​ Assisted with general office duties such as answering phones, responding to emails, and handling mail.
●​ Maintained and organized office files, documents, and records both electronically and physically.
●​ Assisted in project coordination by scheduling meetings, preparing meeting agendas, and taking
meeting minutes.
●​ Coordinated with vendors and suppliers to order office supplies, equipment, and materials as needed.
●​ Assisted in preparing and processing invoices, purchase orders, and expense reports.
●​ Assisted in maintaining project documentation and ensuring compliance with regulations and
standards.
●​ Liaised with other departments and external stakeholders to facilitate communication and
collaboration.
●​ Assisted in basic bookkeeping tasks such as data entry, reconciling accounts, and tracking expenses.
●​ Supported the office manager and other team members with ad-hoc tasks and projects as needed.

Education
September 2011 - December 2016
Obafemi Awolowo University, Osun, Nigeria. - Bachelor Of Science

March 2023 - April 2023
EntryLevel E-Learning Providers - Product Manager 1