Open to opportunities

Idowu David

@idowudavid

Customer-focused customer support and customer success specialist improving SLA delivery, first-contact resolution, and CSAT.

Nigeria

Message

What I'm looking for

I’m looking for a remote, fast-paced customer support/customer success role where I can resolve complex issues within SLA, improve first-contact resolution and CSAT, and collaborate cross-functionally to keep customers fully informed.

I’m a customer-focused support professional with 5+ years resolving technical and service-related issues for enterprise and consumer customers. I’m skilled in inbound and outbound customer support, CRM-based case management (Salesforce, Zendesk, ServiceNow), and de-escalating complex issues within SLA to drive strong CSAT and quality metrics.

In my current Customer Success Account Manager (Hybrid) role at TeKnowledge, I sustain approximately 90% customer satisfaction and a consistent focus on timely, professional resolutions through clear communication and proactive follow-ups. Previously as an IT Support Officer at Egotron Technology Limited and Siperco Nigeria Limited, I delivered first-line technical support, diagnosed hardware/software and user account issues, improved documentation to reduce repeat support requests, and partnered across teams to resolve complex escalations.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Account Manager

Current

TeKnowledge

Aug 2023 - Present (2 years 11 months)

Sustained approximately 90% customer satisfaction across an enterprise account portfolio by proactively communicating and resolving escalations while maintaining SLA compliance. Managed the end-to-end support-request lifecycle for Microsoft enterprise accounts and partnered with engineering/technical support to resolve complex cross-functional issues.

Customer Success Customer Satisfaction Escalation Management SLA Customer Communications Issue Resolution Stakeholder Management Cross functional Coordination Case Management Documentation Enterprise Support

IT Support Officer

Egotron Technology Limited

Aug 2017 - Dec 2018 (1 year 4 months)

Provided first-line technical support, resolving hardware, software, and user account issues for 50+ users per month. Maintained a 90%+ technical issue resolution rate by diagnosing and troubleshooting problems and supported customers via remote and on-site assistance.

Technical Troubleshooting Hardware Support Software support Account Support Documentation Windows

IT Support Officer

Siperco Nigeria Limited

Sep 2016 - Apr 2017 (7 months)

Delivered day-to-day technical support, resolving 200+ hardware, software, and basic network issues for end users. Reduced repeat requests by creating user guides and providing basic end-user training, while also supporting system maintenance and upgrades.