Abiola Abulatan
@abiolaabulatan
I improve customer support operations, SLA performance, and client experience.
NigeriaWhat I'm looking for
I've supported Microsoft customers at Tek Experts and helped Myschool NG grow its market share by 70% within two years through service workflow optimization, conflict resolution, SLA management, and improved customer-experience reporting.
I bring six years of experience across customer service, administrative operations, escalations, quality assurance, and team development. I've maintained 95% first-contact resolution and inquiry response rates, reduced record-keeping errors by 25%, and improved CSAT scores by 15% through targeted training and service audits.
Experience
Work history, roles, and key accomplishments
Fintech Analyst
Tek Experts
Jan 2023 - Present (3 years 7 months)
Managed challenging customer escalations with empathy and precision, reducing escalation recurrence by an estimated 18%. Conducted periodic service audits, quality checks, and performance analysis to ensure SLA and QA compliance.
Customer Service Advisor
Myschool NG
Jan 2021 - Dec 2022 (1 year 11 months)
Maintained 95% First Contact Resolution (FCR) and consistently met SLA targets through proactive problem-solving. Documented customer interactions, created support knowledge base materials, and improved team response consistency.
Administrative Executive
Myschool NG
Aug 2020 - Dec 2022 (2 years 4 months)
Ensured seamless operations by coordinating with facility managers and personnel. Installed administrative workflow and documentation processes, reducing record-keeping errors by 25%.
Education
Degrees, certifications, and relevant coursework
Federal University of Agriculture, Abeokuta
Bachelor of Science, Extension and Rural Development
Bachelor of Science in Extension and Rural Development from the Federal University of Agriculture, Abeokuta.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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