Open to opportunities

Aderonke Ojo

@aderonkeojo

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Customer service professional delivering empathetic, efficient technical support.

Canada

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What I'm looking for

I seek a role where I can apply technical support and empathetic customer service, grow in IT support, work within a collaborative culture, and contribute to high customer satisfaction and efficient resolution processes.

I am a customer service professional with over five years’ experience providing empathetic, results-driven support across phone, chat, and email channels. I consistently achieve high satisfaction and first-contact resolution rates, documented hundreds to thousands of cases accurately, and partnered with escalation teams to meet SLAs while mentoring new hires.

Most recently I worked as an IT Support Assistant resolving 100+ inquiries daily, achieving a 95% customer satisfaction rating and helping close 98% of tickets within SLAs. I hold the Google IT Support Professional Certificate and Google AI Essentials, and I am seeking to bring strong communication, technical troubleshooting, and client-focused service to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

IT Support Assistant

Sitel Group

Jul 2022 - Jun 2025 (2 years 11 months)

Resolved 100+ client inquiries daily across phone, chat, and email, achieving a 95% customer satisfaction rating and ensuring 98% of tickets closed within SLAs through accurate documentation and escalation coordination.

Technical Support Ticketing Systems Customer Satisfaction Troubleshooting Escalation Management Onboarding CRM Remote Support

Client Support Case Manager

Alberta Health Services

May 2021 - Jun 2022 (1 year 1 month)

Managed 60–80 inbound/outbound calls daily during COVID-19 response, accurately documenting 1,000+ client cases and improving compliance rates by 25% while maintaining 100% reporting accuracy.

Case Management Documentation Public Health Guidance Confidentiality Patient Support Data Entry Empathy

Customer Service Representative

IntouchCX

Jul 2016 - Jun 2020 (3 years 11 months)

Handled 80–100 inquiries daily, maintained 95%+ customer satisfaction and 90% first-contact resolution, and ranked in the top 10% of team performance by exceeding KPIs and mentoring new hires.