Open to opportunities

Olayinka Popoola

@olayinkapopoola

Message

I improve customer support workflows, resolve enquiries, and lead high-performing support teams.

Nigeria

Message

What I'm looking for

I'm looking for a customer support, operations, or AI-quality role where I can improve support workflows, maintain accurate records, resolve customer issues, and contribute to strong service standards in a remote or fast-paced environment.

I've delivered customer support across live chat, email, and phone for Surebet247, Polaris Bank, and Salama Fikira Group, resolving account, payment, platform, and service-related enquiries with accurate documentation and empathy.

At Surebet247, I reduced average response time by 50%, coached support agents to help increase customer satisfaction by 30%, and improved first-contact resolution by 18%. At Polaris Bank, I managed more than 100 customer interactions daily, maintained 95% customer satisfaction, and resolved over 90% of concerns at first contact.

Currently, I validate AI-generated customer support responses at Turing, organize evaluation datasets, verify data accuracy, and help improve AI-assisted ticket-handling workflows.

Experience

Work history, roles, and key accomplishments

Current

LLM & AI Trainer

Current

Turing

Nov 2025 - Present (11 months)

Validate AI-generated customer support responses for accuracy and compliance. Review and organize evaluation datasets to improve support workflows and AI-assisted ticket handling.

AI Training Data Validation Documentation Customer Support Zendesk Freshdesk Collaboration

Customer Support Lead

Surebet247

Jan 2023 - Aug 2025 (2 years 7 months)

Delivered prompt customer support via live chat, email, and phone, resolving account and payment issues. Reduced response time by 50% and coached agents, improving satisfaction by 30%.

Zendesk Live Chat Email Support Phone Support Ticket Management Team Coaching Process Improvement Customer Satisfaction

Operations Controller

Salama Fikira Group

Jun 2018 - Jan 2023 (4 years 7 months)

Coordinated client support activities and maintained accurate operational records for expatriate journey management. Implemented incident tracking to improve reporting and issue resolution.

client support Documentation Incident Tracking Reporting Confidentiality Collaboration

Customer Service Representative

Polaris Bank

Jun 2016 - Jun 2018 (2 years)

Resolved customer enquiries with a 95% satisfaction rate, managing over 100 daily interactions. Achieved 90% first-contact resolution and maintained 99% data accuracy.

Customer Service Data Entry Problem Solving Confidentiality Collaboration

Education

Degrees, certifications, and relevant coursework

Federal University of Technology, Minna

Bachelor of Technology, Agricultural Economics & Extension

2007 - 2012

Grade: 3.25 (Second Class Honours)

Bachelor of Technology in Agricultural Economics and Extension from the Federal University of Technology, Minna, with a GPA of 3.25 (Second Class Honours).