Akeem Tanimu
@akeemtanimu
I resolve technical customer issues and turn friction into product insights.
NigeriaWhat I'm looking for
At GemCommerce, I handle 200+ monthly customer tickets across live chat, account updates, billing, troubleshooting, and escalations, maintaining a 93% QA score and 2.3-minute average response time.
I've supported global B2C and enterprise customers remotely across phone, email, and chat. At Optix Limited, I achieved a 95%+ resolution rate, used Zendesk, Jira, and CRM platforms, and was named Employee of the Month for reliability and high performance.
I bridge customer friction and product teams through technical triage, clear documentation, and actionable issue escalation. I also create customer-facing tutorial videos, provide bilingual support with AI assistance, and use automation tools such as n8n, Custom GPTs, and LLM debugging to improve workflows.
Earlier at Premium Steel and Mines Limited, I provided first-contact IT support, maintained a 90% first-contact resolution rate, and reduced issue resolution time by 20% through improved internal documentation.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
GemCommerce
Mar 2024 - Present (2 years 5 months)
Handled routine inbound and outbound customer communications via live chat, resolving 200+ tickets monthly with a 93% QA score and 2.3-min average response time. Assisted with account updates, billing issues, and standard troubleshooting, and escalated complex issues to senior team members.
Technical Support Specialist
Optix Limited
Apr 2023 - Mar 2024 (11 months)
Delivered exceptional phone, email, and chat support with a 95%+ resolution rate in a fast-paced environment. Collaborated with internal departments to resolve complex customer queries and provided administrative support, including documentation.
Technical Support Staff
Premium Steel and Mines Limited
Sep 2021 - Mar 2023 (1 year 6 months)
Served as the first point of contact for internal IT inquiries, maintaining a 90% first-contact resolution rate. Provided phone and onsite support for troubleshooting, hardware issues, and system configuration, and reduced issue resolution time by 20% via improved documentation.
Education
Degrees, certifications, and relevant coursework
College of Health Technology Offa
Diploma, Prosthetics and Orthotics
Diploma in Prosthetics and Orthotics from the College of Health Technology Offa, Kwara State.
Availability
Location
NigeriaAuthorized to work in
Job categories
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