odelere bukola esther
@odelerebukolaesther
I grow Microsoft solution adoption through customer success, technical support, and outbound engagement.
NigeriaWhat I'm looking for
I'm currently helping enterprise and SMB customers adopt Microsoft solutions at Wragby Business Solutions and Technologies, leading Copilot, security, and productivity workshops.
I've built proactive outbound engagement plans that increased Microsoft solution adoption and cross-sell opportunities by 60%, shortened onboarding timelines by 60%, and raised Net Promoter Score by 15%. I also create adoption plans, identify practical Copilot use cases, explain licensing options, and guide customers on Microsoft Purview, data protection, and governance.
Previously at TEK Experts, I supported customers across Windows, macOS, Microsoft 365, Outlook, Exchange Online, SharePoint, OneDrive, and Microsoft licensing. I handled phone and chat support while maintaining a 95%+ annual customer satisfaction average.
My background also includes first-line IT support at Shokunbi Logistics and high-volume inbound and outbound customer service at Access Bank, where I cross-sold banking products, resolved customer issues, and consistently followed through on escalations.
Experience
Work history, roles, and key accomplishments
Customer Success & Technical Consultant
Wragby Business Solutions and Technologies Ltd
Dec 2024 - Present (1 year 10 months)
Run Microsoft security and productivity workshops for enterprise and SMB customers, covering Copilot and data security. Built proactive outbound engagement plans that grew Microsoft solution adoption and cross-sell opportunities by 60%.
Technical Support Engineer
TEK Experts
Nov 2021 - Dec 2024 (3 years 1 month)
Handled 10 to 15 customer interactions per shift across phone and chat, maintaining strong resolution speed. Opened at 75% CSAT in the first quarter and closed the year at a 95%+ average.
IT Support Officer
Shokunbi Logistics Nig. Ltd
Mar 2021 - Nov 2021 (8 months)
Provided first-line IT support to staff, resolving hardware, software, and network issues to reduce downtime. Resolved most staff IT issues within the same business day, in line with standard first-line IT support SLA turnaround targets.
Customer Service Executive, Inbound and Outbound
Access Bank Plc
Jul 2019 - Mar 2021 (1 year 8 months)
Reached out to 150 customers daily, cross-selling and upselling bank products, and met 90% of the assigned financial target from these efforts. Handled 80 inbound calls daily, resolving 70% on first contact and escalating the remainder based on the severity of the issue.
Education
Degrees, certifications, and relevant coursework
Ajayi Crowther University
Bachelor of Science, Mass Communication
Bachelor of Science in Mass Communication from Ajayi Crowther University, completed in 2016.
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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