Temitope Michael
@temitopemichael
Remote-ready customer service specialist delivering high-volume, tech-driven support and process improvements.
NigeriaWhat I'm looking for
I am a dynamic, tech-savvy customer service professional with 4+ years resolving high-volume client inquiries across email, live chat, phone, and social channels. I excel in remote, autonomous roles and rapidly adopt new technologies and knowledge bases.
At United Bank for Africa, I managed multi-channel support using Salesforce, Intercom, Freshdesk, and Microsoft Dynamics, consistently meeting SLAs and maintaining 95%+ customer satisfaction. I reduced escalations and repeat complaints through proactive escalation management and structured follow-up.
I led AI-driven chatbot and automation initiatives that improved ticket response efficiency by 25% and reduced human intervention by 25%, and I drove a 30% boost in customer satisfaction through data-driven touchpoint improvements.
I am available 20+ hours per week for remote work, comfortable with e-learning onboarding systems, and committed to continuous improvement in support processes, compliance, and customer experience.
Experience
Work history, roles, and key accomplishments
Customer Experience Champion
United Bank for Africa
Sep 2022 - Present (3 years 5 months)
Resolved high-volume customer tickets via email, chat, phone and social media while meeting SLAs; led AI chatbot and automation initiatives that improved ticket response efficiency by 25% and contributed to a 30% boost in customer satisfaction.
Customer Service Officer
United Bank for Africa
Aug 2021 - Sep 2022 (1 year 1 month)
Handled multi-channel inbound support and end-to-end ticket tracking, reducing repeat complaints by 85% through proactive escalation management and process improvements.
Education
Degrees, certifications, and relevant coursework
Moshood Abiola Polytechnic
Higher National Diploma, Mass Communication
Grade: Upper Credit
Completed a Higher National Diploma (Upper Credit) in Mass Communication, graduating in March 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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