Open to opportunities

Al-Ameen Oseni

@al-ameenoseni

Message

Customer service and technical support specialist driving SLA compliance and first-contact resolution.

Nigeria

Message

What I'm looking for

I seek roles where I can own end-to-end CRM case management, enforce SLA compliance, reduce repeat contacts, and drive customer retention in collaborative teams.

I am a customer service and technical support specialist with three years' experience resolving 15+ cases daily for international clients, specialising in end-to-end CRM case management and SLA compliance.

At Tek Experts I owned the full ticket lifecycle in Microsoft Dynamics 365, resolved 3,000+ cases with 85% CSAT and 90% QA, eliminated repeat contacts through root-cause diagnostics on Windows and Microsoft 365, and acted as sole technical point of contact across multiple time zones.

As Project Manager at Queue Edge I coordinated 356 fibre-optic and ICT deployments, managed 56 contractors, enforced QC checkpoints, and maintained rapid two-day delivery turnarounds against contracted SLAs while keeping stakeholders informed and technical risks surfaced before escalation.

Experience

Work history, roles, and key accomplishments

Current

Project Manager

Current

Queue Edge Ltd

Mar 2026 - Present (0 months)

Coordinated 356 fibre-optic and ICT deployments end-to-end, managing 56 contractors and delivering projects with a consistent 2-day turnaround against SLA timelines while enforcing QC checkpoints to protect client satisfaction.

Project Management Contractor Management SLA Quality Control Risk Management

Technical Support Advocate

Tek Experts Nigeria

May 2023 - Feb 2026 (2 years 9 months)

Resolved 15+ cases daily and 3,000+ cases over 3 years via email, chat and remote support, sustaining 85% CSAT and 90% QA while owning full ticket lifecycle in Microsoft Dynamics 365 to eliminate repeat contacts through root-cause fixes.

Customer Support Microsoft Dynamics 365 Root Cause Analysis Windows Microsoft 365 Ticketing Systems Remote Support