Open to opportunities

Bella O Bolaji

@bellaobolaji

Message

Customer Support Specialist with expertise in SaaS and compliance.

Portugal

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth in compliance and technical support.

As a Customer Support & Compliance Specialist with over 5 years of experience, I have honed my skills in SaaS environments, technical troubleshooting, and omnichannel service delivery. My journey has equipped me with the ability to resolve high ticket volumes efficiently while maintaining a customer-centric approach. I pride myself on my proven track record of triaging issues and collaborating closely with engineering teams to escalate bugs effectively.

Throughout my career, I have developed a strong foundation in fraud prevention and compliance, ensuring that customer trust is built and maintained. My experience spans across various roles, including my current position at Bellawayne Consulting, where I manage customer issues and document defects while writing SOPs and knowledge base articles. I thrive in fast-paced, multicultural teams and am fluent in English, with advanced proficiency in Chinese, which enhances my ability to communicate effectively with diverse customer bases.

Experience

Work history, roles, and key accomplishments

Current

Client Success & Platform Operations Associate

Current

Bellawayne Consulting

Jan 2024 - Present (1 year 7 months)

Served as the primary contact for customer issues, successfully resolving over 50 tickets per week while maintaining a 95%+ SLA. Troubleshot SaaS platform bugs, escalated issues to engineering, and meticulously documented defects.

SLA Management Fraud Prevention Data Privacy

Customer Support Coordinator

Sino Union Construction

Jan 2021 - Present (4 years 7 months)

Responded to over 300 monthly customer queries in both English and Chinese, ensuring comprehensive support. Developed and managed a ticket triage system that successfully halved routing delays.

Chinese Language Support Product Guidance

Customer Support Specialist - Digital Channels

Kaihan Consulting

Mar 2017 - Present (8 years 5 months)

Managed over 200 monthly customer cases through Freshdesk, ensuring efficient resolution of digital channel inquiries. Authored more than 30 support articles and macros in English and Chinese to enhance self-service options.

Freshdesk Bug Reporting Workflow Optimization

IT Support Coordinator (Helpdesk)

Bozac Continental

Jan 2013 - Present (12 years 7 months)

Resolved over 150 internal IT tickets per month, providing essential helpdesk support to employees. Developed Standard Operating Procedures (SOPs) for recurring technical issues, improving efficiency and consistency.

IT Support HelpDesk+Ticket Resolution SOP Development Technical Troubleshooting

Education

Degrees, certifications, and relevant coursework

NOVA IMS

MSc, Information Systems Management (Cybersecurity)

Focused on advanced topics in information systems with a specialization in cybersecurity. Gained expertise in managing and securing complex information infrastructures.

Anhui University of Technology

MSc, International Business

Studied international business practices and global market strategies. Developed a comprehensive understanding of international trade and business operations.