Gesiye Komonibo

Delivered comprehensive payment, loyalty, and general inquiry support to members across the Bilt Rewards platform, providing clear, accurate resolutions on complex, multi-layered inquiries. Triaged incoming ticket queues to identify emerging issue trends and collaborated with internal teams and an outsourced BPO support partner to sustain consistent service quality.

Owned Tier 1 and Tier 2 client escalation pipelines, translating complex technical issues into clear, actionable resolutions while maintaining SLA compliance. Led end-to-end client onboarding and software configuration, and performed SQL-based data validation and database inquiries across a cloud ERP/ERM platform.

Delivered Tier 1 and Tier 2 support across enterprise construction software, leveraging Salesforce and Microsoft Azure to diagnose and resolve issues impacting time cards, payroll, and accounting workflows. Championed SOC 2 compliance and built a library of technical runbooks and deployment guides.

Served as the primary Tier 1 and Tier 2 escalation resource for complex hardware and software issues across iOS and macOS, resolving high-complexity cases. Trained and educated 20+ customers daily through personalized product demonstrations and performed intensive modular repairs on iPhone and MacBook models.

Provided Tier 1 and Tier 2 technical guidance across iOS, iPadOS, and macOS within a high-volume retail environment, consistently supporting 40+ customers daily. Triaged and resolved a high volume of concurrent customer cases and drove business development by sourcing and managing leads through CRM systems.

Bachelor of Communication in Public Relations from Howard University, School of Communications, from 2011 to 2015.