Iyanuoluwa Usinola

I’m a Customer Support Specialist with 3+ years of experience delivering exceptional support across SaaS and e-commerce environments. I consistently maintain 90%+ Customer Satisfaction (CSAT) by resolving customer issues with clarity, empathy, and speed.

I’ve handled high-volume, multichannel support—30+ inbound customer calls daily—while meeting quality and SLA expectations. I achieved a 90% First Contact Resolution (FCR) rate and document every interaction in Salesforce CRM to keep case records accurate for follow-up.

In a leadership role, I led and mentored a team of 4 Customer Support Representatives, ensuring consistent service across email, phone, live chat (Tawk.to), and social media. I also onboarded new customers through product demonstrations and training, updated Knowledge Base/FAQs/SOPs for better self-service, and managed tickets in Zendesk and internal CRM tools.

I’m especially effective at improving retention and reducing recurring friction—proactively managing subscription renewals, tracking repeat issues, and working cross-functionally with Product and Technical teams via Slack. I bring emotional intelligence, active listening, and strong documentation habits to ensure customers feel supported and teams resolve issues faster.