Looking for a job

Kemisola Bakare

@kemisolabakare

Message

I resolve customer issues across chat, phone, and email while improving satisfaction and reducing escalations.

Nigeria

Message

What I'm looking for

I'm looking for a customer success role where I can build long-term client relationships, support retention, and bring consistent ownership to resolving customer issues.

At MultiChoice Group, I own live chat and phone cases end-to-end, resolving 95% on first contact and sustaining 96–98% CSAT. I reduced escalations by 30% by investigating recurring issues and coordinating fixes with internal teams.

I also provide remote multichannel support for international clients, manage ticket queues independently, and maintain accurate HubSpot CRM records. I'm looking to bring this ownership to a customer success role focused on long-term relationships and retention.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

MultiChoice Group

Dec 2019 - Aug 2026 (6 years 8 months)

Owned live chat and phone cases end-to-end, resolving 95% on first contact and sustaining 96–98% CSAT. Reduced escalations by 30% and cut average handling time by 12% through cross-functional collaboration.

Live Chat Phone Support Case Management First Contact Resolutions CSAT Escalation Management De escalation Cross Functional Collaboration Queue Management Root Cause Analysis

Customer Support & Data Entry Specialist

Freelance

Mar 2025 - Jun 2025 (3 months)

Delivered remote multichannel support to international clients across time zones, managing ticket queues independently. Maintained HubSpot CRM records, reducing duplicates by 25% and introduced error-checking that cut documentation errors by 20%.

Remote Support Multichannel Support Ticketing HubSpot Data Entry Documentation Quality Assurance Time Zone Management