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Opeyemi Okunleye

@opeyemiokunleye1

Customer Success Specialist at Microsoft who guided SaaS customers from onboarding to adoption and improved product usability.

Nigeria

Message

What I'm looking for

I'm looking for a role with European business-hours coverage where I can support customer success, product adoption, and long-term customer value.

At Microsoft, I owned post-sale outcomes for SaaS customers across North America, EMEA, and APAC, guiding them from onboarding toward product adoption and long-term value.

I tracked customer health through usage trends, case history, and satisfaction feedback, and partnered with customers to resolve complex issues and prevent repeat cases.

As a Customer Support Specialist at Microsoft, I handled Tier 2 and 3 support and contributed to documentation and knowledge base content. I also mentored new specialists, contributing to a 15% improvement in first-call resolution.

Earlier, at Tek Experts, I provided second-level support to enterprise clients and served as the primary technical contact for Microsoft. At Data Network Infrastructure Limited, I co-managed a network discovery project involving 5,000+ devices and helped maintain 99% IT systems uptime.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Microsoft

Aug 2023 - Sep 2026 (3 years 1 month)

Owned post-sale outcomes for Microsoft SaaS customers across North America, EMEA, and APAC, guiding them from onboarding to product adoption and long-term value. Partnered with customers to resolve complex issues, tracked customer health, and coordinated escalations to meet SLAs.

Customer Success SaaS Onboarding Product Adoption Escalation Management SLA Compliance Customer Health Knowledge Base Zendesk Salesforce ServiceNow

Customer Support Specialist

Microsoft

Jul 2020 - Aug 2023 (3 years 1 month)

Led expert Tier 2 & 3 technical and product support for Microsoft SaaS users across North America, EMEA, and APAC. Resolved 100+ complex tickets weekly, mentored new specialists, and drove process improvements that enhanced customer experience and retention.

Technical Support Tier 2 Support Tier 3 Support Customer Experience Mentorship Training Process Improvement Product Advocacy Documentation Knowledge Base

Customer Support Engineer

Tek Experts

May 2019 - Jul 2020 (1 year 2 months)

Selected by Microsoft to manage global customer incidents related to misconfigured databases. Delivered second level technical support to 50+ enterprise clients, achieving a 95% customer satisfaction rating.

Technical Support Incident Management Database Troubleshooting Customer Satisfaction Escalation Management Cross Functional Collaboration

Systems Analyst

Data Network Infrastructure Limited

Jul 2017 - May 2019 (1 year 10 months)

Co-managed a network discovery project with 5,000+ network devices nationwide. Ensured 99% uptime for IT systems through proactive monitoring and troubleshooting, and provided 2nd and 3rd level support to organizations in Ghana and Nigeria.

Network Discovery Proactive Monitoring Troubleshooting Telepresence IT Support Uptime Management

Customer Support Engineer

Continental Alarm Ltd

Mar 2016 - Dec 2016 (9 months)

Managed CCTV, Fire Alarm Systems, and Access Control across Sterling Bank and Access Bank branches. Supervised a 1,000+ camera CCTV system, detecting and preventing adverse activities, and assisted in incident investigations.

CCTV Fire Alarm Systems Access Control Security Systems incident investigation Surveillance