Open to opportunities

Henry Adesakin

@henryadesakin

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Customer Support Specialist focused on enhancing customer experiences.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a customer-focused and performance-driven Customer Support Specialist with over 2 years of experience in delivering high-quality service in fast-paced remote environments. My expertise lies in resolving customer inquiries across various platforms, including phone, email, chat, and social media, with empathy and efficiency. I have a proven track record of reducing response times, boosting customer satisfaction scores (CSAT), and streamlining support operations.

In my recent role as a Customer Support Team Lead at PressOne Africa, I managed and mentored a team of over 10 agents, achieving key support KPIs. I actively monitored team performance through analytics and guided training plans to enhance service delivery. My commitment to fostering customer loyalty and driving long-term success for brands is reflected in my ability to conduct root cause analyses and recommend process improvements.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

PressOne Africa

Sep 2023 - Nov 2024 (1 year 2 months)

Managed and mentored a team of 10+ agents, achieving key support KPIs (FRT, resolution time, CSAT). Handled escalated tickets via phone, email, and chat, ensuring client satisfaction and retention. Led daily stand-ups, strategy meetings, and monthly reviews for alignment and collaboration.

Team Leadership KPIs Customer Satisfaction Zendesk Salesforce Freshdesk Root Cause Analysis Training Development Documentation Analytics

Customer Support Officer

Gritty Mind Concept

Jan 2023 - Aug 2023 (7 months)

Delivered professional support for product usage, billing issues, and technical troubleshooting. Accurately logged interactions in Zendesk to ensure visibility and cross-team collaboration. Acted as liaison between customers and technical teams to address complex challenges.

Customer Support Technical Troubleshooting Zendesk Customer Education Cross Functional Collaboration Problem Solving Communication Product Support Billing Support Customer Service

Customer Support Personnel

MedLine Pharma Ltd

Jun 2022 - Dec 2022 (6 months)

Addressed inquiries from healthcare providers and end-users about pharmaceutical products. Documented and escalated product complaints and adverse drug reactions. Assisted B2B clients (pharmacies/hospitals) with bulk orders and logistics coordination.

Customer Support Pharmaceutical Logistics Coordination B2B Sales ERP Systems CRM Systems Healthcare

Booking Assistant

Sterling Finance & Capital Ltd

Aug 2022 - Aug 2022 (0 months)

Scheduled and coordinated meetings for financial advisors and high-value clients. Served as the first contact point for inquiries, ensuring professional engagement. Managed internal calendars, reduced appointment overlaps, and improved workflow.