Oluwatoyin Ibrahim
@oluwatoyinibrahim
Customer Support QA Specialist at Raenest Technology Solutions who moved weekly audits to Claude, increasing them from 600 to 1,500.
MaltaWhat I'm looking for
At Raenest Technology Solutions, I review customer conversations and investigate cases involving payments, deposits, withdrawals, and accounts. I worked with Product to identify a sign-up issue linked to 25%+ drop-off, and the recommended fix stopped related tickets within a week.
I project-managed the move of QA scorecard analysis to Claude with two other QAs, increasing weekly audits from 600 to 1,500. Earlier, at TekExperts, I supported Microsoft customers with Windows and Microsoft 365 troubleshooting, and I’ve also built AI support and enquiry automation prototypes.
Experience
Work history, roles, and key accomplishments
QA Specialist – Customer Support
Raenest Technology Solutions
May 2025 - Present (1 year 5 months)
Review customer conversations for quality and accuracy, identify recurring issues, and escalate to management. Led migration of QA analysis to AI-assisted workflow, increasing weekly audits from 600 to 1,500.
QA Analyst & Project Coordinator
Teknowledge (Microsoft Partner)
Aug 2023 - May 2025 (1 year 9 months)
Audited customer support interactions against quality standards and coordinated tasks between support and operations teams.
Customer Support Specialist
TekExperts (Microsoft support)
Feb 2021 - Jul 2023 (2 years 5 months)
Provided advanced technical troubleshooting for Windows and Microsoft 365 across NOAM and EMEA regions. Supported customers via phone, email, and chat, resolving technical issues and escalating complex cases.
Customer Service Representative
Printivo Limited
Jan 2020 - Jan 2021 (1 year)
Handled high volume of customer enquiries across multiple channels including social media, resolving complaints calmly and coordinating with internal teams.
Education
Degrees, certifications, and relevant coursework
Kogi State University
Bachelor of Science, Biochemistry
Bachelor of Science in Biochemistry from Kogi State University, Nigeria, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
MaltaAuthorized to work in
Salary expectations
Social media
Job categories
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