Личные данные скрыты

Michael Oyeniran
Vyshneve, Kyiv.
[открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация»)

Objective

Seeking to put all my experience and skills acquired into the growth and development of
my team, working as a customer support specialist

Work Experience
Product Support Specialist March 2022 - June 2024
CreatorIQ (SaaS B2B)

Identify, analyze and troubleshoot product issues and provide our customers with
effective solutions.
Identify recurring issues and suggest product or process improvements.
Organization of work, including planning, monitoring task completion and resource
allocation.
Handle customer complaints and come up with creative solutions in line with
company support policy.
Cooperate with development team to fix bugs and investigate issues.
Worked overnight shift to cater for the US clients of the organization.
Implemented 24 hours/5 days support availability for organisation’s clients.
Provide quality support in fast paced environment while handling high volume and
time-sensitive issues and tasks to the ensure team’s SLA and KPI adherence.

Customer Support Specialist. February 2021 - December 2021
Excentral Trade. (SaaS B2C)

Converted potential and non-potential clients to opening an investment account with
the organisation.
Created and coordinated the communication and promotion policy of the company.
Exceeded target of converting 16 clients per month by 20%.
Monitored Customer complaints and provided solutions.
Updated internal databases with information about technical information and useful
discussions with customers.

Execution Officer June 2019 - December 2020
Fresh Fountain Consulting Limited. (B2B)

I trained client representatives in the ISO 9001:2015 standards and dictates.
Implemented the ISO 9001:2015 into the operational process of client organisations.
Helped organisations in different fields get ISO certified through professional
 consultation.
Ensured client satisfaction with company services and ensured their further service
subscription.

Customer Support Specialist July 2017 - June 2019
Fresh Fountain Consulting Limited. (B2B)

Responded to customer queries in a timely and accurate way, via phone, email or chat
Identified customer needs and helping customers use strategic and technical features
Analysed and reported product malfunctions
Assisted our customers with technical problems when using our products and
services
Ensured that the clients had the best experience working with the organisation.
Take ownership to resolve customer requests in accordance with SLAs and incident
management protocols.
Resolving client queries with aim on product education.

Education
Bachelor in General Management 2021- 2025
Central European University

Relevant coursework:
• Customer Relationship Management
• Business Communication
• Operations & Service Management
• Problem Solving and Decision Making

Skills

Graphics Design | Adobe Illustrator
American Sign Language Communication
Knowledge of ISO Quality Management System
HTML, CSS.
Knowledge of SaaS systems.

Abilities

Exceptional troubleshooting and Problem-solving skills.
Competent and effective communication skills.
Analytical ; skills in working with numbers and large amounts of data.