Open to opportunities

Adeola Alabi

@adeolaalabi

Message

I improve SaaS and Web3 support operations through fast troubleshooting, clear documentation, and community management.

Nigeria

Message

What I'm looking for

I'm looking for remote or B2B contract opportunities where I can improve customer support operations, technical documentation, community experiences, and data-informed process improvements for global SaaS or Web3 users.

I've supported global SaaS and Web3 users through Zendesk, Freshdesk, and Intercom, maintaining 95%+ CSAT and priority-ticket first responses under 15 minutes.

As a freelance Community & Trust Customer Support Specialist and Technical Writer, I built a self-service Help Center and knowledge base that reduced recurring ticket volume by 20%. I also standardized SOPs, technical documentation, and macros for asynchronous remote workflows.

At AntDrop, I managed daily Discord and Telegram operations, created onboarding guides and product documentation, and resolved user issues involving crypto wallets, transaction verification, and trust and safety.

Alongside support operations, I use Microsoft Excel for data validation, trend analysis, kinetic calculations, quality assurance, and structured technical reporting in a research laboratory setting.

Experience

Work history, roles, and key accomplishments

Current

Research & Data Analyst

Current

Integrated Research Laboratory

Jan 2025 - Present (1 year 7 months)

Executed rigorous biochemical, physicochemical, and quality assurance testing on environmental and food samples. Utilized Microsoft Excel for complex data validation, kinetic calculations, trend analysis, and structured technical reporting.

Excel Data Analysis Quality Assurance Technical Reporting SOP Development

Current

Customer Support Specialist

Current

Freelance

Jan 2022 - Present (4 years 7 months)

Managed omnichannel customer support inquiries via Zendesk, Freshdesk, and Intercom, consistently maintaining a 95%+ CSAT score and high user retention. Achieved average first-response times under 15 minutes for priority technical support tickets through proactive queue and escalation management.

Zendesk Intercom Freshdesk Ticketing Escalation Management CSAT Help Desk Support SOP Development Process Optimization Notion Slack Asana Google Workspace

Web3 Community Manager

AntDrop

Jan 2024 - Dec 2026 (2 years 11 months)

Led multi-channel community management and daily operations across Discord and Telegram for a global Web3 user base. Authored comprehensive technical user guides, onboarding walkthroughs, and product documentation to accelerate feature adoption.

Discord Telegram Community Management Content Creation User Onboarding Trust and Safety Escalation Management

Community Growth Specialist

Various Web3 & Tech Projects

Executed coordinated community growth campaigns across X (Twitter), Discord, and Telegram, boosting organic user engagement and project visibility. Monitored community sentiment, conducted trust & safety moderation, and synthesized user feedback into actionable product insights for leadership.

Community Growth Social Media Discord Telegram Trust and Safety Moderation

Education

Degrees, certifications, and relevant coursework

University of Ilorin

Bachelor of Science, Biochemistry

Pursuing a Bachelor of Science in Biochemistry with a focus on quantitative data analysis, spectrophotometric tracking, kinetics, quality assurance, and technical reporting.