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Blessing Akintolu

@blessingakintolu

Message

Customer Experience Specialist delivering high-volume chat support and measurable customer satisfaction.

Nigeria

Message

What I'm looking for

I’m looking to bring my conversion-minded, customer-first approach to Holafly’s Conversational Commerce team—handling high-volume live chat and resolving issues fast, with strong de-escalation and metric-driven CSAT/SLA performance.

I’m a Customer Experience Specialist with 5+ years of experience across fintech, aviation, and SaaS. I maintain a 95% first-contact resolution rate and a 4.8/5 average CSAT rating, while handling live chat, phone, and email conversations simultaneously.

I de-escalate frustrated customers with empathy and confidence, resolving real-time payment disputes and turning support interactions into a positive first impression. I’m metric-driven—focused on 95% first-contact resolution, 4.8/5 CSAT, and SLA/KPI & NPS compliance.

In my most recent role, I spearheaded the end-to-end customer support lifecycle, increasing retention by 20% through proactive engagement and reducing inbound queries by 50% by optimizing a Knowledge Base. I’m now looking to bring this conversion-minded, customer-first approach to Holafly’s Conversational Commerce team.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Success Associate

Current

Rightcom

Jul 2024 - Present (2 years)

Spearheaded the end-to-end customer support lifecycle, increasing customer retention by 20% through proactive engagement. Optimized a knowledge base to reduce inbound support queries by 50% in six months, ensured 99% resolution of escalated tickets, and facilitated client technical training.

Customer Support Customer Success Customer Retention Knowledge Base Management Customer Escalation Customer Training

Customer Experience Representative

Savertech Software Company

Jul 2023 - Jul 2024 (1 year)

Provided email, chat, and phone support for a digital payment and financial solutions product using Tawk.to, Intercom, Zendesk, Notion, and Slack. Resolved payment and transaction disputes, coordinated short-term rental booking logistics, and onboarded customers while standardizing internal documentation.

Email Support Phone Support Intercom Zendesk Notion Slack Payment Disputes Transaction Support Customer Onboarding Document Management

Customer Care Specialist

Green Africa Airline

Nov 2021 - Jun 2023 (1 year 7 months)

Delivered customer support for flight reservations, baggage management, and itinerary changes for 100+ customers daily. Maintained 98% CSAT by resolving service failures with empathy and efficiency, reduced email response times by 30% using standardized templates, and mentored new support hires.

Baggage Service Customer Support Service Recovery CSAT Peer Mentoring Customer Onboarding

Customer Support Executive

Ison Xperiences Limited

Sep 2020 - Nov 2021 (1 year 2 months)

Handled 50+ inbound calls daily in a call center environment, achieving a 95% satisfaction rate while meeting talk time, wrap-up time, and quality assurance standards. Improved complaint resolution speed by 35% through efficient CRM use and supported KPI-driven performance.

Inbound Call Support Call Center Support Complaint Resolution KPI Management Quality Assurance