Kehinde Adelami
@kehindeadelami
Detail-oriented customer support specialist driving high CSAT and process improvements.
NigeriaWhat I'm looking for
I am a customer support specialist with over three years' experience managing high-volume digital and onsite support, consistently maintaining 95%+ CSAT while handling 50–60+ daily interactions across phone, chat, and email. I leverage CRM tools like HubSpot and Intercom, clear communication, and cross-functional collaboration to troubleshoot billing and service issues, achieve 90%+ first-contact resolution, and reduce repeat contacts by up to 30%.
I am an accredited Scrum Product Owner who standardizes workflows and implements feedback-driven process improvements that boosted customer retention by 15% and saved operational hours each week. I focus on service recovery, onboarding support, and capturing Voice of Customer insights to drive measurable improvements in resolution speed and customer adoption.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Synlab Nigeria
Jun 2025 - Present (8 months)
Own and manage 60+ daily customer interactions across phone, chat, and email, maintaining 95%+ CSAT and achieving 90%+ first-contact resolution while reducing escalations by 25%. Standardized support processes and CRM documentation to cut repeat contacts by 20% and boost customer retention by 15%.
Customer Service Officer
Bthe Health and Diagnostic Center
Jul 2022 - May 2025 (2 years 10 months)
Managed 55+ daily onsite customer interactions with 95%+ satisfaction, reduced repeat complaints by ~30% and cut average wait times by 25% through improved scheduling and cross-functional coordination. Maintained accurate CRM records and produced weekly performance reports to address service gaps.
Education
Degrees, certifications, and relevant coursework
LTLadoke Akintola University of Technology
Bachelor of Technology, Pure and Applied Biology (Microbiology)
Bachelor of Technology in Pure and Applied Biology (Microbiology) completed in 2021 at Ladoke Akintola University of Technology.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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