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Olurotimi Matthew

@olurotimimatthew

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Customer Support Specialist who trains teams and improves client satisfaction.

Zimbabwe

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What I'm looking for

I’m looking for a role where I can deliver exceptional client service, improve support workflows, and help teams respond faster. I want to grow by owning customer relationship management and ensuring smooth order fulfillment and after-sales follow-up.

I’m a Customer Support Specialist/Supervisor with over 3 years of experience, focused on onboarding staff and managing client inquiries across multiple platforms. I optimize customer satisfaction and streamline support processes to improve order fulfillment speed and strengthen client interaction.

In my current role, I onboard and train new staff, supervise a team of 3 customer service agents, and increase the speed of responses to inquiries. I allocate client tools and platforms, handle online customer inquiries, and send review requests to boost revenue and improve Google ranking.

I manage follow-ups on new orders via online chat, email, and phone calls, including across different time zones for after-sales inquiries. I also compose detailed emails and reports for cross-functional teams (developers, online marketers, and designers), maintain records of customer interactions, process and fulfill orders, and escalate queries when needed.

I bring strong online operations and customer-facing retail experience as well—managing product listings and product information (images, descriptions, and prices) on designated websites and Shopify platforms. I write and manage website and blog content, research and categorize products, monitor best-sellers for optimization, and support product decisions alongside management.

Experience

Work history, roles, and key accomplishments

Customer Support Supervisor

CharmyDecor

Mar 2023 - Mar 2026 (3 years)

Onboarded and trained customer support staff and supervised a team of 3, improving response speed for client inquiries across online chat, email, and phone. Managed order fulfillment and Shopify product listings, escalating issues and requesting reviews that boosted revenue and Google ranking.

Customer Support Team Supervision Onboarding order fulfillment Shopify Reporting Product Listing Optimization Customer Relationship Management (CRM)

Administrative Virtual Assistant

Meek Ventures

Dec 2022 - Feb 2023 (2 months)

Handled property-management administrative tasks, including document preparation/processing and email/call support for maintenance coordination. Scheduled inspections and meetings, coordinated with security staff, and negotiated wages for maintenance services and contractors for new properties.

Administrative Support Document Processing Calendar Management Scheduled Inspection Maintenance Coordination Security Coordination Stakeholder Management Time Management

Head of Retail (Lifestyle)

Transparent Brand Africa

Jul 2021 - Nov 2022 (1 year 4 months)

Led lifestyle retail and online accessory operations, maintaining compliant in-house displays and accurate stock levels through regular physical counts. Managed customer inquiries on pricing/availability and supported promotions, logistics to stores, and monthly sales review for manager bonuses.

Retail Operations Visual Merchandising Customer Service Sales Strategy Promotion Inventory Management Product Merchandising Logistics Coordination

Education

Degrees, certifications, and relevant coursework

National Youth Service Corps (NYSC)

Certificate of Discharge, National Youth Service Corps

Completed the NYSC service period and received a Certificate of Discharge in 2022.

FRCN (National Broadcast Academy)

Certificate, Public Speaking

Completed a certificate program in Public Speaking and Presentation at FRCN (National Broadcast Academy) in 2022.

West African Vocational Education (WAVE)

Certificate, Vocational Soft Skills

Activities and societies: Training included good oral/written communication, active listening, problem solving, time management and multitasking, customer support, product knowledge, Microsoft Workspace & tools, and JLS Chinese tracking/CRM.

Completed a vocational soft skills certification program in 2021, focused on communication, problem solving, time management, and customer support.