Olalekan Mebinuaye
@olalekanmebinuaye
Customer Support Agent at OPay resolving 50–70 daily inquiries with 96% CSAT and 98% SLA adherence.
NigeriaWhat I'm looking for
At OPay, I manage more than 1,850 customer conversations each month across phone and digital support, resolving 50 to 70 daily inquiries while maintaining 96% CSAT and 98% SLA adherence.
I investigate transaction, account, payment, restriction, and dispute cases using Sobot CRM and AD Dashboard. My work has achieved approximately 95% first-contact resolution and reduced repeat escalations by 32% within four months.
At ExamRoom.AI, I supported senior leaders and remote employees across the USA and India, coordinating service and operational requests. I improved CRM and administrative workflows by approximately 35% within 90 days through process organization, documentation, and follow-up.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
Opay
Jan 2026 - Present (9 months)
Manages 1,850+ customer conversations monthly across inbound phone and digital support channels, resolving 50 to 70 Tier 1 and Tier 2 inquiries daily while maintaining 96% CSAT and 98% SLA adherence. Investigates transaction, account, payment, restriction, and dispute cases using Sobot CRM and AD Dashboard, achieving approximately 95% first contact resolution and reducing repeat escalations by 32%
HR Operations Manager (Customer Service Centre)
ExamRoom.AI
Jan 2025 - Jan 2026 (1 year)
Supported 6+ senior leaders and 20 to 30 remote employees across the USA and India, coordinating customer service and operational requests across multiple time zones while maintaining 98% on-time scheduling. Managed 30 to 50 daily operational and customer support requests, prioritizing urgent issues, coordinating follow-ups, and maintaining response turnaround within 2 hours.
Education
Degrees, certifications, and relevant coursework
High School Diploma
High School Diploma, General Studies
Earned a high school diploma.
Wing Assistant Academy
General Virtual Assistant Skills, Virtual Assistance
Completed a certification in General Virtual Assistant Skills.
Coursera
Project Management Essentials, Project Management
Completed a certification in Project Management Essentials.
ALX Africa
Virtual Assistant Skills, Virtual Assistance
Completed a certification in Virtual Assistant Skills.
PMI
Asana Project Management, Project Management
Completed a certification in Asana Project Management.
PMI
Gmail Productivity Training, Productivity
Completed a certification in Gmail Productivity Training.
HP LIFE
Certification in coursework, Business and Technology
Completed coursework in CRM, Business Email, AI for Beginners, Data Science & Analytics, Presenting Data, and Inventory Management.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
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