Open to opportunities

Ireoluwa Kayode

@ireoluwakayode

Customer Support & Success Specialist delivering omni-channel support, retention, and escalation excellence across logistics & e-commerce.

Nigeria

Message

What I'm looking for

I’m looking for a remote, fast-paced role where I can own omni-channel customer support, drive retention with CRM workflows, and handle complex escalations—partnering with vendors cross-functionally to improve SLAs and customer outcomes.

I’m a customer-focused, results-driven support and success professional with over 4 years of experience delivering high-quality client support and proactive customer success alignment across logistics, hospitality, e-commerce, and corporate services. I manage critical touchpoints across phone, email, live chat, and corporate social media, consistently resolving 90–95% of tier-1 and tier-2 inquiries within SLA timelines.

I strengthen customer retention through secure refunds, chargebacks, and complex billing support using Stripe, PayPal, and Klarna, while handling escalations with structured workflows. I’ve built repeatable support documentation and CRM management templates to reduce onboarding friction for remote teams, optimized customer satisfaction to 4.9/5.0, and improved vendor communication and end-mile dispatch transparency.

Experience

Work history, roles, and key accomplishments

Customer and Vendor Success Associate

Cartway Logistics

Jul 2025 - May 2026 (10 months)

Coordinated end-to-end customer and vendor communication across Shopify, Reamaze, and related support workflows, resolving severe delivery delays, transit issues, and vendor disputes accurately. Supported vendor onboarding and training programs, maintained ledgers for cross-border shipments and vendor contracts, and improved end-mile dispatch transparency to reduce delivery disputes.

Vendor Management Customer Success Dispatch Operations Reamaze Shopify Onboarding Slack Google Workspace

Customer Support Specialist Lead

Magnus Brand & Liora Life

Mar 2024 - Mar 2026 (2 years)

Supervised omni-channel customer support across phone, email, live chat, and corporate social media, resolving 90–95% of tier-1 and tier-2 inquiries within SLA timelines. Processed secure refunds, chargebacks, and complex billing using Stripe, PayPal, and Klarna, maintained a 4.9/5.0 satisfaction rating, and improved escalation handling via Shopify backend operations.

Omni Channel Support SLA Management Customer Escalation Stripe PayPal Klarna Shopify Chargebacks

Customer Service Representative

Riverview Hotel & Lounge

Nov 2022 - Dec 2023 (1 year 1 month)

Provided high-touch multi-channel hospitality support via telephone, email, and social media, managing room reservations, booking changes, VIP requests, and secure online order pipelines. Mitigated customer complaints with a resolution-time matrix of less than 24 hours and supported front-end testing and launch procedures for a proprietary online ordering engine.

Reservation Management Complaint Resolution Online Ordering Support Social Media Support Email Support Front end Testing

Customer Service & Retention Associate

Joppa Foodie

Oct 2020 - Oct 2022 (2 years)

Handled high-volume consumer queries and processed physical payment entries, standard refunds, and product exchanges. Partnered with field delivery agents to track and modify active logistical orders and conducted proactive customer success check-ins to build brand loyalty and maximize consumer lifecycles.

Customer Support Customer Retention Payment Processing Refunds Delivery Coordination Customer Outreach Complaint Resolution Asynchronous Communication