Ajulo Violet
@ajuloviolet
Customer Success specialist delivering scalable onboarding, retention and support for global SaaS and fintech clients.
What I'm looking for
I am a Customer Success and Client Services specialist with over four years' experience across fintech, e-commerce, SaaS, and technical support. I specialize in managing the customer lifecycle from onboarding to retention while collaborating closely with product, engineering, operations, and sales.
I have supported clients across 20+ countries in fully remote, asynchronous environments and achieved 90%+ CSAT by combining empathy, proactive communication, and data-driven workflows. I leverage CRM platforms (Zendesk, Intercom, Gorgias), Shopify, and AI tools (ChatGPT, Gemini, DeepSeek) to automate workflows and improve client health.
My achievements include reducing support ticket volume by 40% through documented knowledge bases, improving resolution time by 35% via structured escalation workflows, and cutting churn by 15% with retention-focused onboarding. I routinely resolve executive-level escalations quickly to preserve key accounts.
I am passionate about operational excellence, scalable support processes, and building cross-functional solutions that drive adoption, satisfaction, and renewal for global customers.
Experience
Work history, roles, and key accomplishments
Lead Customer Support Representative
TheKiddoSpace
Sep 2023 - Present (2 years 1 month)
Delivered email and social media support across 20+ countries using Shopify and Gorgias, achieving 90% CSAT within three months and reducing response times by 20% through operational improvements.
Customer Success Executive
Klasha Technologies
Dec 2022 - Aug 2023 (8 months)
Managed fintech client onboarding, escalations, and retention, reducing churn by 15% and translating VOC into product priorities while implementing a Jira bug triage workflow that cut resolution time by 35%.
Technical Support Advocate
TEK Experts
Dec 2021 - Dec 2022 (1 year)
Resolved Tier 1/2 enterprise technical cases for global clients, ensured SLA compliance, documented recurring issues to reduce repeat incidents by 30%, and escalated complex cases to subject-matter experts.
Technical Customer Service Rep
SunKing
Nov 2020 - Dec 2021 (1 year 1 month)
Led onboarding and post-sales support via Zendesk, improved first-time activation rates, resolved over 80% of escalated cases, and coordinated priority shipments to meet customer deadlines.
Customer Service Agent
Jumia Nigeria
Oct 2019 - Nov 2020 (1 year 1 month)
Managed live chat and email queues achieving 95% satisfaction, supported onboarding and troubleshooting for e-commerce customers, and collaborated with logistics to meet delivery timelines.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University
Master's in Information Management, Information Management
2024 -
Pursuing a Master's in Information Management with coursework and projects focused on information systems and data management.
ProductDive
Product Management Blueprint Certification, Product Management
2024 - 2024
Completed the Product Management Blueprint certification covering product strategy, roadmapping, and stakeholder alignment.
Coursera / Google
Google IT Support Professional Certificate, Information Technology
2022 - 2022
Completed the Google IT Support Professional Certificate covering IT support fundamentals, troubleshooting, and system administration.
Olabisi Onabanjo University
Bachelor of Science, Anatomy
2013 - 2017
Completed a Bachelor of Science in Anatomy with studies in human anatomy and related biological sciences.
Gateway Polytechnic
National Diploma
2012 - 2014
Completed a National Diploma program with technical and foundational coursework.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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