Open to opportunities

SIMEON ALABI

@simeonalabi

I optimize CRM support operations and customer journeys across Microsoft Dynamics 365, Power Platform, and Genesys Cloud CX.

Nigeria

Message

I support customer experience and enterprise applications for VoyageQuest Travels through Teknowledge Nigeria, managing complex CRM and customer-engagement tickets to improve resolution times and CSAT.

I configure and maintain Microsoft Dynamics 365 and Genesys Cloud CX environments, streamlining customer routing, ticket workflows, and automated responses. I also work with product, technical, and operations teams to address recurring customer pain points and document SOPs.

Previously, I provided functional consulting and application support for Dynamics 365 and Power Platform solutions at Teknowledge Nigeria, and delivered front-line and tier-2 support for digital banking applications at First Bank of Nigeria.

Experience

Work history, roles, and key accomplishments

Current

Application Support Engineer & CX Engineer

Current

VoyageQuest Travels

Jul 2026 - Present (2 months)

Spearhead customer experience and application support operations, ensuring high availability and seamless user journeys across enterprise platforms. Manage and resolve complex technical support tickets related to CRM and customer engagement systems.

Microsoft Dynamics 365 Genesys Cloud CX Incident Management Ticket Routing Customer Support SLA Tracking CSAT SOP Documentation

Application Support Engineer & CX Engineer

Teknowledge Nigeria

Jan 2023 - Jun 2026 (3 years 5 months)

Provided enterprise-level functional consulting and application support for Microsoft Dynamics 365 and Power Platform solutions across diverse client sectors. Managed incident lifecycles, user access controls, and system configurations to optimize operational uptime and data accuracy.

Microsoft Dynamics 365 Power Platform Incident Management Root Cause Analysis System documentation User Access Control

Customer Service Officer

First Bank of Nigeria Ltd

Jan 2022 - Dec 2023 (1 year 11 months)

Delivered front-line and tier-2 customer support for digital banking applications, resolving user inquiries, technical glitches, and account management requests. Monitored daily support queues and service metrics to ensure adherence to strict bank SLAs.

Customer Support Digital Banking SLA Adherence Issue Resolution Collaboration