Micheal Adedotun
@michealadedotun
Remote customer service leader delivering data-driven support, process improvements, and high CSAT.
NigeriaWhat I'm looking for
I am a results-driven remote customer service professional with over six years delivering multichannel support in SaaS and digital environments. I specialize in technical troubleshooting, CRM management, and resolving complex billing and booking issues with empathy and precision.
I have led process and SOP development that reduced resolution times, lowered ticket volume, and improved operational efficiency across remote teams. I regularly produce performance dashboards and trend reports to enable data-driven decisions.
As a hands-on manager and specialist, I coached teams, optimized workflows, and increased CSAT and first-contact resolution through structured monitoring and training. My work has reduced escalations, prevented revenue leakage, and increased repeat bookings.
I seek to align customer service initiatives with company objectives, drive measurable improvements in service quality, and contribute to sustainable customer retention through cross-functional collaboration and continuous improvement.
Experience
Work history, roles, and key accomplishments
Remote Customer Service Manager
Almuzian Corporate Housing
Jun 2024 - Present (1 year 8 months)
Resolved complex escalations end-to-end to reduce booking cancellations by 15% and redesigned workflows to deliver 25% faster response times while improving CSAT by 18%.
Customer Service Specialist
Kasar Stays
Apr 2024 - Jun 2024 (2 months)
Managed high-volume chat, email, and phone inquiries to improve response time by 25% and reduced failed or disputed reservations by 18% through accurate booking processing.
Client Service Specialist
Brains and Company
Aug 2023 - Mar 2024 (7 months)
Delivered structured multichannel onboarding and account support to reduce setup errors by 22% and cut billing disputes by 25% through detailed account reviews and escalations.
Remote Customer Support Assistant
Freelance
May 2020 - Jul 2023 (3 years 2 months)
Provided multichannel remote support focusing on first-contact resolution, improving FCR by 28% and reducing repeat inquiries by 30% through FAQs and troubleshooting guides.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Ilorin
Bachelor of Science, Sociology
Bachelor of Science in Sociology from the University of Ilorin focused on sociological theory and research methods.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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