Open to opportunities

Olalekan Ganiyu Sanni

@olalekanganiyusanni

Message

Experienced Customer Support Specialist with a focus on SaaS environments.

South Africa

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth in a collaborative environment.

I am a highly skilled Customer Support Specialist with over 7 years of experience in delivering exceptional live chat support within SaaS environments, particularly in B2B settings. My expertise lies in resolving complex technical issues and collaborating with cross-functional teams to drive customer satisfaction. I have consistently exceeded support metrics and improved processes, contributing to product development and enhancing the overall customer experience.

Throughout my career, I have demonstrated a strong ability to build rapport with customers, achieving a 95% satisfaction rating while managing over 50 inquiries daily. My proficiency in SEO and digital marketing complements my technical support skills, allowing me to provide comprehensive assistance to clients. I pride myself on my resourcefulness and critical thinking abilities, which enable me to analyze complex situations and deliver effective solutions.

Experience

Work history, roles, and key accomplishments

Current

Customer Representative

Current

SCHOOL OF BUSINESS AND TRADE

Feb 2021 - Apr 2023 (2 years 2 months)

In my role as a Customer Representative, I managed inbound customer requests, achieving a 15% reduction in resolution time. I maintained professionalism while scheduling appointments and customizing quotes for various services, ensuring a positive customer experience.

Customer Service Communication Problem Solving Time Management Negotiation Empathy SaaS Platforms Technical Troubleshooting Critical Thinking

Customer Support Specialist

BlankCanvasHospitalityGroup

Jan 2018 - Apr 2023 (5 years 3 months)

As a Customer Support Specialist, I provided exceptional live chat support in a SaaS environment, resolving complex technical issues and collaborating with cross-functional teams. I consistently exceeded support metrics, improved processes, and contributed to product development, achieving a 95% customer satisfaction rating.

Customer Service Live Chat Support Technical Troubleshooting Communication Problem Solving Time Management Online Collaboration Tools SaaS Platforms Critical Thinking

Marketing Manager & Specialist

Travel & Tour

Jan 2010 - Jan 2015 (5 years)

As a Marketing Manager & Specialist, I boosted client satisfaction and sales growth, securing 230 client bookings and achieving a 3% increase in revenue. I resolved travel disruptions for clients, ensuring a smooth travel experience.

Customer Service Communication Problem Solving Negotiation Empathy Time Management SaaS Platforms Critical Thinking

Education

Degrees, certifications, and relevant coursework

School of Business and Trade

Bachelor of Science in Business Studies, Customer Support

2018 - 2023

Grade: 3.8 / 4.0

Utilized strong communication skills to build rapport with potential customers via inbound requests. Achieved a 15% reduction in average resolution time while maintaining a professional demeanor and scheduling virtual appointments.

Lagooz College

High School Diploma

2008 - 2012

Demonstrated resourcefulness in customizing quotes for life solutions, retirement solutions, and legal services to meet individual needs. Guided clients through a smooth application process, ensuring a positive customer experience.