Bunmi Kayode-Kolawole
@bunmikayode-kolawole
Customer Success & Operations specialist driving omnichannel support quality and data-informed improvements.
NigeriaWhat I'm looking for
I’ve spent 4+ years handling high-volume customer support across phone, email, and chat, keeping CSAT at 95%+ while working in tools like Zendesk and Freshdesk.
At ModSquad, I document interactions for accurate tracking and trend analysis, then feed recurring pain points back to internal teams to improve workflows and platform usability. Before that, at Wakanow Travel Agency, I led a 7-person support team, handled escalations around booking failures and payment disputes, and trained new agents while maintaining weekly and monthly performance reporting in Google Sheets.
Experience
Work history, roles, and key accomplishments
Deliver omnichannel customer support across chat, email, and phone, assisting customers with account onboarding, platform adoption, payment inquiries, and account related issues while consistently meeting SLA targets.
Team Lead-Customer Support
Wakanow Travel Agency
Aug 2022 - Jan 2024 (1 year 5 months)
Led a team of 7 customer support agents handling 80+ daily tickets across email, chat, and phone while maintaining 95%+ CSAT scores. Contributed to reducing the team's average response time by 60%.
Customer Care Representative
Wakanow Travel Agency
Oct 2020 - Jul 2022 (1 year 9 months)
Resolved 80+ daily customer inquiries across phone, email, and chat while consistently maintaining 95%+ customer satisfaction ratings. Managed and tracked 100+ weekly support tickets in Freshdesk CRM.
Secretary & Computer Studies Teacher
Tom Caleb Nursery & Primary School
Feb 2018 - Oct 2020 (2 years 8 months)
Managed administrative records and fee documentation for 200+ students using Microsoft Excel with zero reported discrepancies. Taught Computer Studies across multiple classes.
Education
Degrees, certifications, and relevant coursework
Federal University of Technology, Akure
Bachelor of Technology, Transport Management Technology
2008 - 2014
Grade: Second Class Upper
Bachelor of Technology in Transport Management Technology from Federal University of Technology, Akure, graduating with Second Class Upper.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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