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Adeiye Abiodun

@adeiyeabiodun

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Customer support specialist at Worhtycademy LTD who grew course enrollment revenue 18% year on year.

Nigeria

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What I'm looking for

I’m looking for a customer service or customer support role where keeping customers and growing their value go hand in hand.

At Worhtycademy LTD, I set up and run the academy’s support desk across email, live chat and WhatsApp. I keep first response under two hours and customer satisfaction above 93%, and grew course enrollment revenue 18% year on year by connecting support conversations with relevant course bundles.

I also built a follow-up routine for learners who had gone quiet, cutting student drop-off 15%. I coach four support reps and wrote a knowledge base covering the 40 most common student questions.

At TruMind Innovations Ltd, I looked after more than 120 client accounts and held renewals above 90% by starting conversations before expiry. I also handled a weekly queue of 50 to 70 tickets, maintaining 94% CSAT and resolving nine out of ten issues on first contact.

Earlier, I led customer support and sales teams at Custodian Life Assurance Ltd, Nigeria, and worked in retention, marketing and customer service at LeadWay Assurance Ltd, Nigeria and Jumia, Nigeria. Across e-commerce, insurance and online education, I’ve focused on resolving customer issues while supporting renewals, retention and sales.

Experience

Work history, roles, and key accomplishments

Customer Experience & Sales Lead

Worhtycademy LTD

Jan 2024 - Jan 2026 (2 years)

Set up and ran the support desk for students across email, live chat, and WhatsApp, keeping first response under 2 hours and customer satisfaction above 93%. Grew course enrollment revenue 18% year on year and cut student drop-off 15% through follow-up routines.

Customer Support Sales Upselling De escalation Knowledge Base Team Coaching HubSpot Zendesk Freshdesk Intercom Microsoft Office Google Workspace

Senior Customer Success & Sales Specialist

TruMind Innovations Ltd

Jan 2023 - Jan 2024 (1 year)

Managed a book of 120+ client accounts, handling onboarding, setup walkthroughs, and renewal talks, holding renewal rate above 90%. Added 12% in upsell and cross-sell revenue and saved 20+ at-risk accounts in one year.

Customer Success Sales Upselling Cross Selling Renewals Churn Reduction CSAT CRM Email Support Live Chat

Team Lead, Customer Support & Sales

Custodian Life Assurance Ltd

Jan 2021 - Jan 2023 (2 years)

Led a team of 20 to 25 insurance agents, setting monthly sales targets and coaching low performers. Raised client retention 10% and kept 95% of inquiries resolved within 24 to 48 hours.

Team Leadership Sales Customer Support Coaching Performance Reviews Budget Management Process Improvement

Marketing & Customer Retention Officer

LeadWay Assurance Ltd

Jan 2019 - Jan 2021 (2 years)

Planned and ran marketing campaigns that lifted qualified leads 20% within six months. Launched retention programs that pushed policy renewal rates up 12%.

Marketing Customer Retention Campaign Management Market Research Social Media Email Marketing Loyalty Programs

Customer Service & Sales Associate

Jumia

Jan 2018 - Jan 2019 (1 year)

Handled 60+ customer inquiries a day by phone, email, and live chat, holding satisfaction above 90% during peak sales events. Turned service contacts into sales and saved 8 to 10 orders a week from cancellation.

Customer Service Sales Upselling Complaint Resolution CRM Live Chat Email Support Phone Support