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Olajumoke Akano

@olajumokeakano

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Experienced Customer Support Specialist with a passion for service excellence.

Nigeria

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What I'm looking for

I am looking for a remote role that values customer satisfaction and offers opportunities for growth.

I am a Customer Support Specialist with over 8 years of experience in delivering exceptional service across various sectors, including tech, education, and insurance. My expertise lies in leading remote teams, resolving complex issues, and consistently exceeding customer satisfaction benchmarks. I take pride in my ability to create positive customer experiences and drive continuous improvements in service delivery.

In my current role as a Senior Customer Support Specialist at Seanet Technologies Limited, I lead a team of 8 representatives, achieving a remarkable 95%+ customer satisfaction rate. I have successfully reduced ticket resolution times and enhanced onboarding processes for new hires. My commitment to analyzing customer feedback has also contributed to product improvements, ensuring that our services meet the evolving needs of our clients.

With a strong foundation in CRM tools and remote collaboration platforms, I am passionate about leveraging technology to enhance customer interactions. I am actively seeking remote opportunities in customer support, client success, or service delivery roles where I can utilize my skills to make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Specialist

Current

Seanet Technologies Limited

May 2022 - Present (3 years 1 month)

Led a team of 8 customer support representatives, ensuring high-quality service and 100% KPI compliance. Achieved a 95%+ customer satisfaction rate by resolving complex technical issues. Trained new hires, reducing onboarding time by 50%, and improved ticket resolution time by 20% through knowledge base content creation.

Customer Relationship Management Team Leadership Technical Support Performance Metrics Troubleshooting

Customer Support Representative

Thursmay Educational Services Limited

Feb 2019 - Apr 2022 (3 years 2 months)

Provided first-line support for customer inquiries, addressing product issues and service requests across multiple channels. Handled over 50 daily support tickets with a 98% CSAT score, and streamlined internal processes, contributing to a 15% increase in operational efficiency.

Customer Support CRM Tools Technical Problem Solving Performance Metrics Communication Skills

Customer Support Agent

Niger Insurance Plc

Mar 2012 - Mar 2019 (7 years)

Delivered support for over 30 customers daily across multiple channels. Assisted in product training to enhance customer onboarding success and maintained accurate records in CRM systems, contributing to an 18% increase in department performance.

Customer Support CRM Systems Product Training Team Collaboration Performance Communication Skills Technical Support

Education

Degrees, certifications, and relevant coursework

Olabisi Onabanjo University

Bachelor of Science, Computer Science

2005 - 2009

Studied Computer Science, focusing on software development, algorithms, and data structures, which provided a strong foundation for a career in technology and customer support.