Oluwatosin Joseph Ajayi
@oluwatosinjosephajay
I am a customer-first support professional specializing in omnichannel support and CRM-driven issue resolution.
NigeriaWhat I'm looking for
I am a customer-first support professional with hands-on experience across retail, wellness, and media sectors, handling high-volume email, chat, and in-store inquiries. I have driven measurable results — supporting 600+ gadget orders with ~94% fulfillment, cutting open-ticket backlog by 70%, and maintaining 96% SLA adherence with fast first-response times.
I train and mentor new team members, coordinate cross-functionally with logistics and billing, and continuously improve processes and content for better customer outcomes. I combine a technology-aware approach (Salesforce, Zendesk, Intercom, Freshdesk, Microsoft and Google Workspace) with formal training in microbiology and ongoing postgraduate study, bringing analytical rigor and empathy to every interaction.
Experience
Work history, roles, and key accomplishments
Customer Service Rep
Joey’s Luxury Place
May 2022 - Present (3 years 3 months)
Provide omnichannel customer support for smartphones and electronics, supporting delivery and after-sales for 600+ orders across 17 states with ~94% fulfillment and reducing ticket backlog by 70% while maintaining 96% SLA adherence.
Customer Service Support Representative
Multichoice Nigeria
Dec 2018 - Oct 2019 (10 months)
Assisted subscribers with account setup, subscription management, and troubleshooting, handling 200+ calls/day and resolving 88% of cases without escalation while maintaining QA ≥96%, preventing an estimated ₦5M in churn.
Customer Support
ABC Wellness
Jan 2023 - Present (2 years 7 months)
Handled 50+ tickets/day for wellness services, achieving 92% first-contact resolution and 95% CSAT while reducing billing repeat contacts by 25% through improved templates and processes.
Education
Degrees, certifications, and relevant coursework
FAFederal University of Technology, Akure
Master of Technology, Medical Microbiology
Master of Technology in Medical Microbiology at Federal University of Technology, Akure, expected in 2025.
FAFederal University of Technology, Akure
Bachelor of Technology, Microbiology
Completed Bachelor of Technology in Microbiology, graduated April 2023.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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