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Olajumoke D. — Mid-Level Customer Support Specialist from Nigeria

Olajumoke D.

Mid-Level Customer Support Specialist

Nigeria 1-2 years
Open to offersNew to Platform
Languages
English
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About

Olajumoke D. is a highly skilled Customer Experience Specialist with over five years of dedicated service in technical support and customer relations, particularly via phone and Zendesk. Based in Lagos, Nigeria, and remote ready, she thrives on delivering exceptional customer service, focusing on quality communication and comprehensive feedback. Her experience spans positions at Cdcare Online Business and Gold Tracks Businesses Palace, where she managed end-to-end ticket solutions and led technical troubleshooting efforts, reducing repeat contacts by 12%. At the Oligra Agency, she tackled urgent technical issues and contributed to servicing documentation, strengthening team knowledge bases. Her adept management of system access and merchant service documentation showcases her proficiency. Olajumoke's work also involves a keen interest in payments and technology, illustrating her can-do attitude and adaptability in fast-paced, high-pressure environments. She holds an HND and ND in Marketing from Moshood Abiola Polytechnic and is proficient in tools such as Salesforce and Freshdesk.

Experience

  • Customer Experience Specialist

    Cdcare Online Business · 2024 — Present
    Managed incoming and outgoing calls while overseeing Zendesk tickets from start to finish, ensuring thorough attention to detail and consistent progress updates. Conducted technical troubleshooting to resolve product and service issues, utilizing root cause analysis to provide clear solutions. Recognized patterns and trends in merchant issues, leading to issue replication and testing that decreased repeat contacts by 12%. Oversaw the escalation process to Product/Engineering, ensuring comprehensive documentation for improved merchant service. Created and updated merchant servicing documentation and managed access to support-oriented systems.

  • Customer Success & Support Specialist

    Gold Tracks Businesses Palace · 2022 — 2024
    Addressed intricate technical problems through phone communication and Zendesk, identifying root causes and implementing effective solutions. Monitored and analyzed trends in partner-related issues, conducting testing to confirm fixes prior to rollout. Established relationships with both internal and external stakeholders to accelerate escalation processes, excelling in a dynamic, multitasking environment.

  • Client Experience Specialist

    Oligra Agency · 2018 — 2023
    Handled support requests within the CRM while providing detailed updates, employing problem-solving skills to de-escalate urgent technical challenges. Contributed to the development of a knowledge base and servicing documentation for the benefit of the team.

Skills & Expertise

ZendeskCustomer SupportCustomer ServiceCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • HND in Marketing
    Moshood Abiola Polytechnic
  • ND in Marketing
    Moshood Abiola Polytechnic

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