Adeleke Clinton
@adelekeclinton
I resolve high-volume fintech and e-commerce customer issues through chat and email support.
NigeriaWhat I'm looking for
At PalmPay, I manage 50–90 customer interactions daily across live chat and email while maintaining a 96% CSAT score and meeting service-level agreements.
I resolve billing, account, subscription, login, and product issues, handle high-priority complaints, and document every interaction accurately. I also identify recurring problems and work with product and engineering teams to improve the customer experience.
Previously at Chowdeck and Shoprite, I supported customers with orders, refunds, payments, shipping, billing, accounts, and product questions. I've processed refunds, cancellations, exchanges, and account adjustments while escalating technical and operational issues when needed.
Across five-plus years in customer support, I've reduced average ticket resolution time by 18%, supported more than 15 new representatives, and earned Top Customer Support Performer recognition twice. I use Zendesk, Intercom, Slack, Microsoft Teams, Zoom, Microsoft Office, and Google Workspace to deliver reliable remote support.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Palmpay
Jan 2023 - Present (3 years 8 months)
Manage 50–90 customer interactions daily via live chat and email, maintaining a 96% CSAT score and resolving billing, account, and product issues. Handle escalations and collaborate with product and engineering teams to improve customer experience.
Customer Support Representative
Chowdeck
Jan 2021 - Dec 2023 (2 years 11 months)
Provided email and live chat support for a high-volume e-commerce platform, handling 40+ daily enquiries and processing refunds and account adjustments. Improved first-contact resolution by developing troubleshooting responses for common issues.
Customer Service Representative
Shoprite
Jan 2020 - Dec 2021 (1 year 11 months)
Assisted customers with account, billing, and product questions via live chat and email, documenting interactions and meeting productivity targets. Worked with supervisors and specialist teams to resolve complex issues.
Education
Degrees, certifications, and relevant coursework
Axelos / PeopleCert
ITIL 4 Foundation, IT Service Management
ITIL 4 Foundation in IT Service Management, expected completion in November 2026.
University of Lagos
Bachelor of Arts in Education, English
Bachelor of Arts in Education with a focus on English from the University of Lagos.
Zendesk
Zendesk Customer Service Training, Customer Service
Completed Zendesk Customer Service Training.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Skills
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