Mayowa Alabi
@mayowaalabi
I resolve enterprise billing disputes and improve customer support outcomes.
NigeriaWhat I'm looking for
I've supported enterprise commerce accounts at Upwork and TEK Experts, resolving high-severity billing disputes, auditing invoice discrepancies, and maintaining strong customer satisfaction outcomes. I consistently work within strict SLAs while protecting client revenue and driving first-contact resolution.
I've led technical support teams across Microsoft Commerce, Azure, and Teams, partnered with engineering to debug recurring platform issues, and produced root-cause analyses and self-service knowledge articles that reduced handling time.
Experience
Work history, roles, and key accomplishments
Managing high-volume ticket queues for enterprise commerce accounts, auditing complex invoicing discrepancies to safeguard monthly client revenue. Resolving high-severity billing and account disputes under strict SLAs, consistently achieving a 4.90/5.0 monthly KPI performance score.
Subject Matter Expert (Billing & Customer Support)
TEK Experts
May 2022 - May 2023 (1 year)
Monitored financial administrative pipelines for enterprise accounts, proactively auditing records to identify profit recovery opportunities. Partnered with product and engineering teams to isolate, debug, and resolve systemic platform billing glitches, reducing ticket escalation rates.
Team Lead - Customer Support
TEK Experts
Jul 2021 - May 2022 (10 months)
Led and coached a team of technical customer support representatives across Microsoft enterprise products (Commerce, Azure, Teams). Standardized ticket resolution workflows and delivered technical training, driving the team to achieve a 5.0 quarterly performance rating.
Customer Support Engineer
TEK Experts
Feb 2020 - Jul 2021 (1 year 5 months)
Managed high-priority enterprise accounts, maintaining an 80% client retention rate through transparent dispute management and support. Troubleshot complex technical and billing issues, collaborating with product development to eliminate root-cause platform bugs.
Education
Degrees, certifications, and relevant coursework
University of Ado-Ekiti
Bachelor of Science, Economics
2009 - 2015
Pursued a Bachelor of Science in Economics at the University of Ado-Ekiti from 2009 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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