Open to opportunities

emmanuel abiodun

@emmanuelabiodun

Customer support and customer success specialist driving adoption, retention, and exceptional CSAT through data-led service.

Nigeria

Message

What I'm looking for

I’m looking for a customer success/support role where I can own onboarding and issue resolution end-to-end, use CRM and reporting to improve CSAT and SLA performance, and strengthen retention through proactive, cross-functional collaboration.

I’m a Customer Success and Support professional with 4+ years supporting B2C and B2B customers in technology and service-driven environments. I bring a track record in customer onboarding, issue resolution, account management, and retention—backed by strong SLA and KPI awareness.

In my current role as a Customer Support Specialist for Microsoft consumer products, I deliver end-to-end support across phone, email, and live chat. I manage 50+ customer inquiries weekly while maintaining 98% CSAT, log and resolve cases in Microsoft Dynamics 365 with SLA compliance, and drive 85% first-contact resolution by guiding customers through setup, troubleshooting, and feature adoption.

Previously, as a Customer Success Account Manager, I supported enterprise customers through onboarding, technical support, and ongoing account management. I monitored customer health, usage, and adoption using Power BI dashboards, improved customer operational efficiency by 20% through proactive engagement and structured follow-ups, and consistently supported renewals through strong retention-focused relationships.

Earlier customer service roles strengthened my fundamentals: accurate CRM recordkeeping, first-level technical and account support, and identifying recurring issues to improve knowledge base materials. I also invest in continuous learning through customer service and virtual assistant training to keep my service quality and communication sharp.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Teknowledge (Microsoft)

Jun 2025 - Present (10 months)

Managed 50+ customer inquiries weekly for Microsoft consumer products via phone, email, and live chat, maintaining 98% CSAT and 85% first-contact resolution. Logged and resolved cases in Microsoft Dynamics 365, ensuring SLA compliance and guiding customers through onboarding, setup, troubleshooting, and feature adoption.

Customer Support Microsoft Dynamics 365 CSAT SLA Live Chat Phone Support Email Support Onboarding

Customer Success Account Manager

Teknowledge

Dec 2023 - May 2025 (1 year 5 months)

Led enterprise customer onboarding and ongoing account management, acting as a customer advocate for escalations and timely resolution. Monitored customer health and adoption with Power BI dashboards and improved operational efficiency by 20%, sustaining strong renewals and high CSAT.

Customer Success Management Account Management Customer Onboarding Customer Escalation Customer Health Monitoring Power BI Customer Retention CSAT

Customer Service Representative

OTPInternet Technology

Oct 2021 - Sep 2023 (1 year 11 months)

Provided multichannel support for internet services (account setup, billing, and technical troubleshooting), maintaining 90% customer satisfaction. Educated customers on product features and best practices, improving retention and renewals by 25% while maintaining accurate CRM records.

Multichannel Support Billing Support Technical Troubleshooting CRM Customer Satisfaction Product Education Customer Retention

Customer Care Representative

The Outsource Company Limited

Mar 2021 - Oct 2022 (1 year 7 months)

Handled high-volume inbound customer inquiries in a regulated environment, delivering first-level technical and account support with appropriate escalations. Documented interactions in CRM systems to improve reporting accuracy by 30% and contributed to process improvements and knowledge base updates.

Customer Care Operations Customer Escalation Process Improvement Confidentiality

Client Servicing

National Identity Management Commission

Jan 2021 - Mar 2021 (2 months)

Supported customer-facing service delivery and data entry operations, verifying client records for accuracy and confidentiality. Assisted with customer follow-ups and compliance-related requirements.

Client Servicing Data Entry Confidentiality Compliance Support Service Delivery Documentation