John Afolayan

I’m a Customer Support Specialist with 5+ years of experience across SaaS technical support, sales, and travel account management. I’m comfortable handling both inbound support and outbound relationship building, so I can support multiple team needs while keeping customer trust at the center.

In my most recent role, I managed a portfolio of 150 accounts and attended to 1,500+ customers, achieving a 30% conversion rate through consistent follow-up, objection handling, and tailored communication. I onboarded customers onto the Dreampass membership platform, walking them through the process clearly and ensuring they understood the value before the call ended.

At Peniel Interbiz PLC, I upsold and cross-sold products to existing customers, contributing to a 20% increase in company revenue through needs-based recommendations. I also received customer orders via inbound calls and supervised fulfilment from packaging through delivery, while keeping customers informed at every stage.

Earlier, at Wema Bank PLC as a Technical Customer Support Representative (SaaS), I onboarded 1,500+ customers during the launch of a new banking product and resolved 500+ software issues with step-by-step guidance. I de-escalated tense situations with empathy, escalated complex issues with clear documentation, and made sure customers always knew what was happening next.