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OKUNLOLA Kabilat Odunola

@okunlola

Technical Customer Support | Customer Success Associate | SaaS Specialist | Solving Customer Challenges via Chat & Email.

Rwanda

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What I'm looking for

I’m looking for a remote, high-growth team where I can own customer outcomes end-to-end—protect retention, reduce churn, and improve product experience through proactive support, structured follow-ups, and clear accountability.

I’m a Client Success Associate with 3+ years of experience owning customer outcomes end-to-end in high-growth, remote environments. I protect retention, reduce churn, and drive consistent client engagement through structured follow-ups, accountability systems, and proactive support.

I manage high-volume client portfolios (30+ clients) and keep performance strong: maintaining 95%+ CSAT and 85%+ FCR while reducing repeat issues by 20%+. I’m especially effective at re-engaging inactive clients and preventing churn by de-escalating high-risk conversations and making sure clients always know their next step.

In technical support and retention roles, I’ve delivered white-glove, high-touch service by partnering with Product and Engineering to resolve systemic issues that impact platform reliability and client progress. I also drive continuous improvement by using root cause analysis to optimize workflows and reduce operational friction.

I bring an ownership mindset and calm execution under pressure, with a strong accountability culture that treats client success and revenue as direct responsibility. From building 40+ knowledge base resources to standardizing processes and improving onboarding clarity, I consistently help clients adopt systems faster and stay engaged.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support

Current

Canal Box

Jan 2026 - Present (5 months)

Owned 60–80+ active client cases daily, maintaining 95%+ CSAT and 85%+ First Contact Resolution. Reduced repeat issues by 20%, served as escalation/de-escalation point for high-risk clients, and created 40+ knowledge base resources to improve self-sufficiency.

Customer Support Client Retention CSAT First Contact Resolutions Escalation Management Root Cause Analysis

Current

Customer Support & Retention

Current

Saltel

Oct 2025 - Present (8 months)

Managed high-priority client accounts with a focus on retention, satisfaction, and issue resolution while maintaining 95%+ CSAT in high-volume environments. Improved operational efficiency by 20% through root cause analysis and workflow optimization, and retained at-risk clients via escalation handling and proactive follow-ups.

Customer Retention Churn Risk Management CSAT Escalations Root Cause Analysis Workflow Optimization Customer Lifecycle Management SLA Management

Account Support Specialist

University of Tourism, Technology & Business

Mar 2024 - May 2025 (1 year 2 months)

Owned the customer support lifecycle to improve issue resolution speed and onboarding outcomes. Reduced average resolution time by 15% and built FAQs/documentation to decrease repetitive inquiries while escalating recurring system issues with detailed documentation.

IT Technical Support Customer Lifecycle Management Onboarding SLA Management Root Cause Analysis Documentation Escalation Management Process Improvement IT Technical Support

Customer Support & Sales Officer

Government Chest Hospital

May 2019 - Oct 2021 (2 years 5 months)

Managed high-volume client interactions while meeting SLA and service quality targets and supporting retention through effective service delivery. Resolved account and service issues, supported revenue via client-focused communication, and created internal documentation to improve team efficiency and consistency.

Client Servicing SLA Client Communication Retention Operational Support