Open to opportunities

Ade Fetuga

@adefetuga

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Empathetic customer support specialist with over five years of experience.

United Kingdom

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What I'm looking for

I am looking for a remote role that values strong communication and problem-solving skills, with opportunities for growth and a focus on customer satisfaction.

I am an empathetic and highly responsive customer support specialist with over five years of experience in delivering exceptional service. My journey in customer support has equipped me with the skills to handle live chat, email, and billing-related queries effectively. Currently, I provide live chat-based support via mobile platforms, where I focus on delivering clear, timely, and customer-first solutions.

Throughout my career, I have consistently achieved high customer satisfaction ratings, including maintaining a 5-star rating while resolving fare issues and service problems for Uber Partners. My role as a Customer Support & Accounts Manager at Software Logistics Group Ltd involved responding to over 50 customer interactions daily, where I utilized CRM tools to resolve technical issues and complaints efficiently. I take pride in my ability to train and mentor new hires, enhancing the overall quality of our customer service team.

With a strong foundation in financial management and customer service certifications, I am eager to join a remote team where I can leverage my problem-solving and communication skills to further enhance customer satisfaction and contribute to a positive team environment.

Experience

Work history, roles, and key accomplishments

Current

Customer Support

Current

Uber Partners

Jan 2023 - Present (2 years 4 months)

Delivered live in-app support for riders, resolving fare issues, location mismatches, and real-time service problems. Applied empathetic, customer-first responses to de-escalate issues while maintaining platform policy compliance.

Live Chat Support Customer Satisfaction Problem Solving Communication Skills 5 Star Ratings

Customer Support & Accounts Manager

Software Logistics Group Ltd

Oct 2020 - Aug 2023 (2 years 10 months)

Responded to over 50 customer interactions daily via live chat, email, and phone, maintaining response times under 2 minutes. Used internal CRM and chat systems to resolve technical issues, billing errors, and customer complaints.

Live Chat Support CRM Tools Zendesk Salesforce Freshdesk Technical Support Billing Support Knowledge Base Training Mentoring Solution Based Messaging

Accounts Payable Assistant

Rankin Group Ltd

Nov 2019 - May 2020 (6 months)

Resolved invoice and payment queries via email/chat channels with 98% resolution within 24 hours. Liaised with vendors to investigate discrepancies and improve account reconciliation.

Invoice Resolution Payments Email Communication Chat Account Reconciliation Departmental Handoffs

Education

Degrees, certifications, and relevant coursework

University of Northampton

BSc (Hons), Financial Management

Completed a comprehensive program focusing on financial principles and practices. Gained expertise in areas such as investment analysis, corporate finance, and risk management.

City & Guilds

NVQ Level 2, Customer Service

Achieved a vocational qualification demonstrating proficiency in customer service standards and practices. Developed skills in effective communication, problem-solving, and customer satisfaction.

Havering College

Diploma, Accounting

Obtained a diploma in accounting, covering fundamental accounting principles and practices. Studied topics including financial record-keeping, ledger management, and basic financial reporting.