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Oluyemi Mercy

@oluyemimercy

Customer Support Specialist at LeaseStash who resolved billing and account issues while maintaining 92%+ CSAT.

At LeaseStash, I supported customers using a rent-financing platform across phone, email, and live chat. I resolved billing, lease-payment, and account-access inquiries, and guided customers through KYC verification and onboarding.

I managed tickets in Zendesk, closed 95% within SLA, and maintained a 92%+ CSAT score. I also documented cases and contributed knowledge-base articles that helped reduce repeat inquiries.

Earlier, I handled customer support at Focus Group Limited and guest services at The Bells Hotel and Suite. I used Salesforce to track cases and supported guests with inquiries, transactions, and complaints.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

LeaseStash

Jan 2024 - Aug 2026 (2 years 7 months)

Delivered frontline customer support for a rent-financing platform, resolving 40+ daily inquiries and maintaining a 92%+ CSAT score. Managed Zendesk ticket queue, guided KYC verification, and coordinated with finance and product teams on escalations.

Zendesk CRM KYC Billing Support Customer Satisfaction SLA Escalation Management Excel

Guest Services Associate

The Bells Hotel and Suite

Jan 2023 - Jan 2024 (1 year)

Served as primary point of contact for guest inquiries and complaints, processed check-in/check-out transactions, and managed inventory. Resolved issues in real time and supported administrative duties with Microsoft Office.

Customer Service Complaint Resolution Front Desk Operations Inventory Management Microsoft Office

Customer Support Representative

Focus Group Limited

Jan 2020 - Jan 2022 (2 years)

Handled 60+ inbound and outbound calls daily in a call center, logged interactions in Salesforce, and escalated complex cases. Consistently met KPIs for call quality and customer satisfaction.

Salesforce Call Center Operations Customer Service Escalation Management KPI Adherence (AHT ACT ACW)