Open to opportunities

Titilope Adeleye

@titilopeadeleye

Message

I improve B2B SaaS and fintech support through escalations, knowledge systems, and customer insights.

Nigeria

Message

What I'm looking for

I’m targeting senior customer experience and technical support roles where I can drive strategic impact, influence teams, and advocate for customers.

At Remote Technology Services, Inc., I own escalations across strategic customer verticals and have sustained 100% CSAT across assigned accounts and channels.

I reduced live chat and email resolution times from 48 hours to a 12-hour SLA window while managing complex, multi-stakeholder escalations. I also turn customer feedback and bug reports into structured insights that inform Engineering fixes and product improvements.

I build async knowledge bases, FAQs, SOPs, Help Centre articles, walkthroughs, and onboarding materials that help global teams resolve issues independently and improve ticket efficiency. My work has earned Top Performer recognition in Messaging/Live Chat and a 95% QA score.

Across Upwork, Dewzi, Nomads Giving Back, and the Support Driven Community, I’ve supported customers, collaborated with Product and Engineering, tested releases, and contributed documentation for remote teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Remote Technology Services, Inc.

Jan 2022 - Present (4 years 7 months)

Directly Responsible Individual for escalations across strategic customer verticals, maintaining a 100% CSAT rating and reducing average resolution time from 48 to 12 hours. Developed a comprehensive knowledge base and produced onboarding content to improve efficiency and client experience.

Zendesk Intercom Dialpad Freshdesk Notion Asana Slack Loom Toggl Google Workspace Zoom Stripe Quickbooks Escalation Management Knowledge Management Cross Functional Collaboration Async Team Operations Onboarding Process documentation

Current

Customer Support Specialist

Current

Nomads Giving Back

Aug 2021 - Present (5 years)

Provided pro-bono customer support for an international nonprofit, handling user queries, troubleshooting, and community engagement.

Customer Support Associate

Dewzi

Apr 2021 - Jul 2021 (3 months)

Delivered frontline customer support for a remote-first business, managing inquiries and maintaining satisfaction standards.

Remote Customer Support Specialist

Upwork.com

Dec 2019 - May 2021 (1 year 5 months)

Owned EMEA timezone coverage for helpdesk operations, triaging and resolving customer inquiries. Designed and deployed a knowledge base and macro library that reduced handling time and improved first-contact resolution.