Open to opportunities

Ibraheem Olajide Alawode

@ibraheemolajidealawo

Message

Customer support and IT specialist delivering fast, empathetic solutions using Zendesk and Jira.

Nigeria

Message

What I'm looking for

I am seeking a customer-focused support or IT role where I can solve user issues, improve documentation, mentor peers, and contribute to process improvements.

I am a friendly, reliable customer service professional with over 3 years of experience supporting customers and resolving IT issues across healthcare, fashion, and tech sectors. I consistently deliver quick, effective solutions via chat, phone, and ticketing systems, and I have measurable impact such as maintaining a 90%+ first contact resolution rate and reducing average resolution time by 30%.

Tech-savvy and customer-first, I am skilled with tools like Zendesk, Freshdesk, Live Chat, Jira and CRM systems, and I have built user-friendly self-service knowledge bases that lowered repeat queries by 40%. I also contribute to process improvements and training, having streamlined response times and helped onboard new support hires.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

MANI

Dec 2024 - Oct 2025 (10 months)

Assisted customers with orders, product questions, and returns across multiple channels, reduced average response time to under 2 minutes, and onboarded and trained new support hires.

Order Management Returns Processing Live Chat Phone Support Response Time Optimization Onboarding Training CRM

Remote Customer Service Rep

L.A Care

Nov 2024 - Jul 2025 (8 months)

Handled over 80 customer inquiries daily via phone and chat for health insurance, maintaining a 90%+ first contact resolution rate and improving internal documentation for common issue resolutions.

Zendesk CRM Phone Support Live Chat First Contact Resolutions Ticketing Systems Documentation

Remote IT Support Specialist

Moodfuel

Jun 2021 - Dec 2024 (3 years 6 months)

Resolved 200+ tech issues monthly via live chat, email, and inbound calls, cutting average resolution time by 30% and creating a self-service knowledge base that lowered repeat queries by 40%.

IT Support Live Chat Ticketing Systems Troubleshooting Email Support Phone Support SLA Management