Ademola Fashuwape
@ademolafashuwape
Customer Support Lead at Senderous Properties handling escalations and coaching customer service representatives.
NigeriaWhat I'm looking for
At Cakes and Cream Limited, I managed daily customer inquiries by phone, email, and live chat, maintaining a 98% satisfaction rate over 12 months.
I achieved an 85% first-call resolution rate and reduced wait times by 2 minutes per call. Tailored product recommendations and cross-selling contributed to a 15% increase in monthly revenue.
At ElanExpo, I supported customer service representatives during shifts, handled escalated inquiries and complaints, and helped ensure service level agreements and quality standards were met.
At Senderous Properties, I lead and support customer service representatives during shifts. I handle complex customer concerns, monitor performance and provide coaching, and coordinate shift schedules.
Experience
Work history, roles, and key accomplishments
Customer Support Lead (Team Lead)
Senderous Properties
Jan 2024 - Jan 2026 (2 years)
Leading and supporting customer service representatives during the shift. Handling complex or escalated customer inquiries and complaints, monitoring team performance, and ensuring service level agreements are met.
Customer Support
ElanExpo
Jan 2022 - Jan 2024 (2 years)
Leading and supporting customer service representatives during the shift. Handling complex or escalated customer inquiries and complaints, ensuring service level agreements and quality standards are met.
Customer Support
Cakes and Cream Limited
Jan 2018 - Jan 2022 (4 years)
Managed an average of 50+ daily inquiries via phone, email, and live chat, maintaining a 98% satisfaction rate over 12 months. Achieved an 85% first-call resolution rate and drove a 15% increase in monthly revenue through cross-selling.
Education
Degrees, certifications, and relevant coursework
Coursera
Digital Marketing Training, Digital Marketing
Completed Digital Marketing Training in 2022.
Jobberman
Customer Service Training, Customer Service
Completed Customer Service Training in 2021.
Customer Service Training, Customer Service
Completed Customer Service Training in 2021.
Chartered Institute of Bankers of Nigeria
Professional Ethics & Business Conduct, Professional Ethics & Business Conduct
Completed Professional Ethics & Business Conduct training in 2019.
University of Lagos
Bachelor of Science, Sociology
Bachelor of Science in Sociology from the University of Lagos, completed in 2016.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
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