Tolulope Akinyele

I’m a Customer Support Specialist with 1.5+ years of experience resolving customer and client issues across live chat, email, and ticket-based channels in both onsite and remote settings. In my current role, I manage 20–35 live chat conversations per shift and keep first response times under 5 minutes while maintaining strong customer satisfaction.

I’m comfortable working in high-volume environments while protecting SLA compliance and first contact resolution rates. As a Client Service Representative, I handled 80–100 client interactions weekly, logged cases in HubSpot CRM, and used Excel pivot tables and VLOOKUP to track response times and ticket categories—helping reduce repeat inquiry trends over time.

Before transitioning fully into client service support, I built strong operational and data accuracy habits in roles like Administrative Assistant and Clinical Support Officer. I processed 50–70 records daily, performed Excel data validation to reduce errors, and maintained organized records to improve retrieval for time-sensitive requests.

I also reinforce my support performance with analytics. Through a personal Power BI + Excel project, I built an interactive dashboard to monitor support KPIs like response time, resolution rate, and ticket volume, and automated data cleaning in Excel using VLOOKUP, IF functions, and data validation rules.