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Bidemi Ojelola

@bidemiojelola

Message

I resolve high-volume customer issues across phone, email, and live chat while reducing escalations.

Nigeria

Message

What I'm looking for

I'm looking for a customer support role where I can own cases end to end, resolve high-volume inquiries, collaborate across teams, and deliver clear, empathetic, policy-aligned support.

At Alpha Intelligent Technology, I handle 150–200 customer inquiries daily across email, live chat, and phone, owning cases through resolution. I reduced escalation cases by approximately 20% through structured troubleshooting, root-cause analysis, and proactive coordination with product and engineering teams.

Across Wema Bank and First Bank of Nigeria, I supported banking customers with account issues, service requests, complaints, and digital product enrollments. I bring clear, empathetic, policy-aligned communication, accurate CRM documentation, and a strong focus on first-contact resolution.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Alpha Intelligent Technology Co. Ltd

Jan 2025 - Present (1 year 9 months)

Handles 150-200 inbound customer inquiries daily across email, live chat, and phone, delivering timely and solution-focused support. Owns cases from first contact through resolution, reducing escalations by approximately 20% through proactive issue resolution and cross-functional coordination.

Customer Support Email Support Live Chat First Contact Resolutions Troubleshooting Root Cause Analysis CRM documentation Escalation Management Cross Functional Collaboration

Customer Support Specialist (Relationship Manager)

Wema Bank PLC

Jan 2024 - Dec 2024 (11 months)

Managed relationships with 800+ retail and business banking customers, serving as primary contact for service requests, complaints, and account issues. Documented interactions accurately in CRM systems and coordinated with internal teams for timely resolution.

Customer Relationship Management CRM documentation Complaint Resolution Escalation Management Banking Services Communication Skills

Customer Support Specialist (Remote Sales Advisor)

First Bank of Nigeria

Jan 2022 - Dec 2023 (1 year 11 months)

Handled inbound and outbound customer inquiries relating to banking services, account support, and product information while meeting response-time targets. Maintained accurate CRM records and converted service inquiries into digital banking enrollments through consultative support.

Customer Support Inbound Calls Outbound Calls CRM documentation Troubleshooting Digital Banking Consultative Selling