Open to opportunities

Bukola Ademoyegun

@bukolaademoyegun

Message

I resolve telecom issues and improve customer journeys at scale.

Nigeria

Message

What I'm looking for

I'm looking for a customer experience, product support, or service delivery role where I can resolve complex customer issues, improve digital support journeys, collaborate with product and technical teams, and grow through data-driven process improvement.

At MTN Nigeria, I handle 60–80 daily customer interactions across voice, data, mobile money, and value-added services for one of Africa’s largest mobile network operators. I consistently achieve 90%+ first-call resolution, 90%+ CSAT, and top-10% contact-centre performance.

I resolve complex technical, billing, SIM, and roaming issues while reducing average handling time by about 15%. I also educate customers on tariff plans, data bundles, the MyMTN app, and self-service channels, contributing to 20%+ uplift in upsell and cross-sell conversions per shift.

I work closely with technical support, billing, and product teams to surface recurring customer pain points and improve product feedback loops. My experience also includes retail service delivery at Brand Co. (Adidas), where I supported 50+ walk-in customers daily and contributed to exceeding monthly sales targets.

I bring a data-informed, customer-focused approach shaped by experience in telecommunications, retail, public administration, and trade operations. I’m motivated by using digital support channels, process improvement, and clear communication to make customer experiences easier and more effective.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

MTN Nigeria Communications Plc.

Jan 2025 - Present (1 year 7 months)

Handle 60-80 inbound customer interactions daily across voice, data, mobile money, and value-added services, maintaining a first-call resolution rate of 90%+. Resolve complex technical, billing, SIM, and roaming queries while reducing average handling time by ~15%.

Customer Experience Management CRM Ticket Management Product Support Service Delivery Stakeholder Engagement Complaint Resolution Cross Functional Collaboration Upselling Cross Selling Retention Regulatory Compliance NCC KYC Data Analysis Reporting QA Process Improvement Documentation

Sales Associate

Brand Co. (Adidas)

Sep 2024 - Sep 2024 (0 months)

Supported peak-season retail operations, advising 50+ walk-in customers daily on footwear, apparel, and accessories, contributing to 110%+ achievement of monthly store sales targets. Maintained 99% inventory accuracy through diligent restocking and end-of-shift reconciliation.

Retail Sales Customer Service Inventory Management Visual Merchandising Upselling Cross Selling

Administrative Assistant

Federal Ministry of Agriculture & Rural Development

Oct 2021 - Dec 2021 (2 months)

Managed front-desk operations and processed 30+ daily visitor inquiries, routing them to correct departments with 100% accuracy. Coordinated travel logistics and scheduled 15+ inter-departmental meetings weekly, reducing scheduling conflicts by ~40%.

Front Desk Operations Scheduling Travel Coordination Document Management Customer Service

Utility Staff

Lagos Chamber of Commerce and Industry

Nov 2019 - Nov 2019 (0 months)

Supported facility readiness and operational logistics for a high-profile trade exposition hosting 500+ delegates across 5+ functional zones. Assisted in venue setup, signage placement, and crowd-flow management, contributing to a smooth, incident-free event execution.

Facilities Management Event Logistics Operational Support

Education

Degrees, certifications, and relevant coursework

University of Ilorin

Bachelor of Agriculture, Agriculture

2017 - 2022

Bachelor of Agriculture degree from the University of Ilorin, with coursework in Agricultural Economics, Statistics, Research Methodology, and Data Analysis. Final-year research project applied quantitative analysis techniques to solve a real-world agricultural problem.