Olanrewaju Soyinka
@olanrewajusoyinka
Dedicated Customer Support Specialist with a passion for operational excellence.
NigeriaWhat I'm looking for
I am a dedicated Customer Support Specialist with extensive experience in delivering exceptional customer care and optimizing service processes. My expertise lies in leveraging tools such as Jira and Zendesk to enhance support operations and exceed KPIs. I have a proven track record of analyzing trends and developing actionable insights that drive customer satisfaction and retention.
In my current role at Bolt, I have successfully managed complex customer inquiries with a 97% resolution rate and have spearheaded initiatives that reduced average ticket resolution time by 30%. My commitment to continuous improvement is evident in my ability to collaborate with cross-functional teams to resolve systemic issues, resulting in a 10% increase in customer retention. I am passionate about driving customer success and operational excellence in dynamic, customer-centric environments.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Bolt
Sep 2023 - Present (1 year 9 months)
As a Customer Support Specialist at Bolt, I deliver exceptional support across multiple channels, utilizing tools like Jira and Zendesk. I analyze support metrics to improve KPIs and manage complex inquiries with a high resolution rate. My efforts have led to significant improvements in customer satisfaction and retention.
Freelance Writer/Researcher
Crestal Consult
Jan 2020 - Present (5 years 5 months)
As a Freelance Writer/Researcher for Crestal Consult, I collaborated on various projects, focusing on technical write-ups and proofreading. My attention to detail significantly reduced errors and earned me positive references for my resourcefulness.
Customer Service/Operation Officer
Guaranty Trust Bank
Jun 2021 - Dec 2023 (2 years 6 months)
In my role as a Customer Service/Operation Officer at Guaranty Trust Bank, I handled customer inquiries, identified fraudulent activities, and conducted educational sessions on secure banking practices. My focus on customer satisfaction resulted in high resolution rates and positive feedback.
Education
Degrees, certifications, and relevant coursework
AUAjayi Crowther University
Bachelor of Arts, Mass Communication/Media Studies
2020 - 2023
Studied Mass Communication with a focus on media studies, gaining insights into communication theories, media ethics, and practical skills in journalism and public relations.
MPMoshood Abiola Polytechnic
Higher National Diploma, Mass Communication
2015 - 2018
Pursued a Higher National Diploma in Mass Communication, focusing on media production, public relations, and communication strategies.
MPMoshood Abiola Polytechnic
National Diploma, Mass Communication
2013 - 2015
Completed a National Diploma in Mass Communication, covering foundational topics in media studies, journalism, and communication skills.
Availability
Location
NigeriaAuthorized to work in
Job categories
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