Open to opportunities

Adetola Osunrinde

@adetolaosunrinde

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Customer Experience & Support Operations Specialist improving SLAs, workflows, and customer satisfaction with data.

Nigeria

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What I'm looking for

I’m looking to lead customer support operation, streamlining workflows, strengthening SLAs and quality, and building scalable self-service. I want a data-driven team where I can improve service delivery and develop others.

I’m a customer experience professional with over 6 years of experience in support operations, training, process improvement, and CRM tools such as Zendesk and Freshdesk. I optimize workflows, manage SLAs, enhance service quality, and use data-driven insights to drive customer satisfaction and efficient team performance.

In my current role, I oversee day-to-day contact center operations, coordinate with cross-functional teams to resolve customer issues, and build self-service support through knowledge bases and automations. I’ve improved First Response SLA by 20% and reduced call center workload by up to 30–50% by designing an in-app customer support self-service channel.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Onafriq

Jan 2023 - Present (3 years 6 months)

Handled customer card dispute cases, ensuring timely resolution aligned with regulatory and compliance standards. Oversaw contact center operations and improved support workflows using Zendesk automations and self-service support channels.

Chargebacks Dispute Resolution Complaint Handling Call Center Operations SLA Management Service quality Knowledge Base Management Digital Workflows First Response SLA Optimization In App Support Cross Functional Collaboration

Senior Customer Experience Specialist

BaxibyMfsAfrica

Jan 2022 - Dec 2022 (11 months)

Managed customer inquiries and complaints across social media channels, ensuring accurate documentation and timely resolutions. Built standardized response templates and supported WhatsApp-based customer support using Ebanqo, including serving as acting team lead during maternity leave.

Social Media Support Ebanqo Integration Customer Support Team Lead Customer Service Quality

Customer Experience Analyst

Capricorn Digital Limited

Jun 2019 - Dec 2021 (2 years 6 months)

Delivered customer support across social media, live chat, email, and WhatsApp channels while maintaining high customer satisfaction. Analyzed customer issues and feedback to identify trends and drive process improvements, including leading the company live chat support channel.

Customer Support Social Media Support Live Chat Email Support Management Customer Satisfaction Trend Analysis Data Reporting Process Optimization Performance Monitoring

Inbound Customer Service Representative

Capricorn Digital Limited

Dec 2018 - Jun 2019 (6 months)

Resolved inbound customer complaints and queries by phone within SLAs and met call center performance benchmarks for speed, accuracy, volume, and quality. Updated CRM call notes and trained/coached new representatives to support consistent customer experience delivery.