Open to opportunities

Adedeji Daniel

@adedejidaniel

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Product and Customer Support Specialist with over seven years of experience.

United Kingdom

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What I'm looking for

I am seeking a role that values customer-centric strategies and offers opportunities for professional growth.

I am a dedicated Product and Customer Support Specialist with over seven years of experience in driving high-impact support within SaaS, fintech, and legal-tech environments. My expertise lies in utilizing tools like Intercom and Zendesk to enhance customer satisfaction, consistently achieving over 90% CSAT. I thrive in fast-paced settings, managing 60-80 live chats daily while ensuring efficient resolution of customer inquiries.

In my current role as a Client Experience Expert at Irwin Mitchell, I lead a team of support specialists, focusing on empathetic, data-driven troubleshooting to resolve client escalations. I have successfully introduced process improvements that reduced average resolution time by 15%. My previous experience at Chipper Cash involved owning end-to-end support for over 2,000 virtual-card users, where I created macros and knowledge-base articles that significantly lowered ticket volume. I am passionate about leveraging data to drive product insights and enhance customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Client Experience Expert

Current

Irwin Mitchell

Apr 2024 - Present (1 year 4 months)

Served as the senior point of contact for escalations, resolving 87% at first touch through empathetic, data-driven troubleshooting. Introduced Intercom macros and SOPs that cut average resolution time by 15%.

Intercom SOPs Escalation Management Data Driven Troubleshooting

Senior Customer Operations Analyst

Chipper Cash

Feb 2022 - Sep 2022 (7 months)

Owned end-to-end support for over 2,000 virtual-card users via Intercom live chat, email, and phone. Created over 40 macros and knowledge-base articles, lowering ticket volume by 22%.

Intercom Knowledge Base A B Testing Power BI Sprint Planning

Customer Operations Analyst

Chipper Cash

Jun 2021 - Jan 2022 (7 months)

Resolved over 2,500 issues with 92% CSAT across chat, email, and voice. Collaborated with developers to deploy fixes that removed 3 top pain points.

CSAT API Bug Resolution Escalation Management Mentorship Customer Support

Customer Service Specialist

Access Bank Plc

Jan 2018 - May 2021 (3 years 4 months)

Handled over 5,000 calls and 3,000 chats, sustaining 98% resolution within 24 hours. Authored call-flow playbooks adopted across the 25-seat contact centre.

Chat Support Consultative Selling Playbook Development Customer Service

Education

Degrees, certifications, and relevant coursework

University of Hull

M.Sc. Artificial Intelligence & Data Science, Artificial Intelligence & Data Science

Grade: Distinction

Achieved a Distinction in the Master of Science program, focusing on Artificial Intelligence and Data Science. Gained advanced knowledge and practical skills in AI methodologies and data analysis.

University of Ilorin

B.Sc. Statistics, Statistics

Completed a Bachelor of Science degree in Statistics. Developed a strong foundation in statistical theories, data interpretation, and analytical methods.