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Oluwatobi Adeshina

@oluwatobiadeshina

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Customer-focused client services specialist with 5+ years improving CRM accuracy and first-contact resolution.

Nigeria

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What I'm looking for

I seek a remote role in a collaborative company where I can leverage Salesforce/Zendesk expertise, improve data integrity, resolve escalations, and mentor teammates while advancing customer experience metrics.

I am a detail-oriented client services specialist with over five years of remote customer support experience, consistently achieving high CRM accuracy and strong first-contact resolution rates. I have a proven record of processing service requests quickly, reducing response times, and mentoring new hires to shorten ramp-up time.

I excel with Salesforce and Zendesk, collaborate cross-functionally to resolve escalations within SLAs, and drive process improvements that cut errors and boost productivity. I bring a sense of urgency, adaptability, and measurable results in data integrity, billing adjustments, and multi-channel communication.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Marotech

Dec 2022 - Present (2 years 10 months)

Answered 80+ daily customer inquiries and achieved an 85% first-contact resolution rate while maintaining 99% CRM data accuracy and reducing response delays by 22%. Mentored new hires, cutting ramp-up time by 30%.

Customer Service Salesforce Zendesk Multichannel Support Mentoring Process Improvement

Customer Service Specialist

Khaime USA

May 2020 - Nov 2022 (2 years 6 months)

Handled 50+ weekly inquiries across phone, email, and chat, maintained 98% accuracy on 1,500+ client records, and reduced service errors by 35% through cross-branch coordination. Served as escalation point resolving 90% of cases within SLA.

Customer Support Salesforce Zendesk Escalation Management SLA Management

Customer Service Representative

Vitality Health

Dec 2018 - Apr 2020 (1 year 4 months)

Handled 60+ daily calls with a 65% first-contact resolution rate and maintained 98% CRM accuracy; contributed three process improvements that increased team productivity by 15% and achieved 95% booking accuracy.

Scheduling Process Improvement Data Entry Customer Empathy Quality Assurance

Education

Degrees, certifications, and relevant coursework

National Open University of Nigeria

Bachelor of Science, Information Technology

2020 - 2024

Completed a Bachelor of Science in Information Technology, focusing on IT principles and applied technologies to support customer-facing systems and CRM platforms.