OLADUNNI BADMUS
Customer Support Specialist
Lisboa,08
Summary
Dedicated and results-oriented Customer Support Specialist with progressive experience in various industries. Proven track record of enhancing customer satisfaction, driving revenue growth, and improving retention rates. Skilled in effectively managing client relationships, resolving issues, and providing exceptional support. Seeking to leverage expertise and accomplishments to contribute to the success of a dynamic organization.
Overview
14
14
years of professional experience
Work History
Customer Success Agent
MTN FTTH Department
09.2023 - 02.2024
- Successfully managed a portfolio of 100+ enterprise clients, ensuring high levels of customer satisfaction and retention rates
- Acted as the primary point of contact for clients, addressing inquiries, concerns, and providing product demonstrations and training sessions as needed
- Collaborate cross-functionally with sales, product, and technical teams to advocate for customer needs and facilitate issue resolution
- Implemented customer feedback mechanisms and conducted regular check-ins to assess client satisfaction levels and identify areas for improvement
- Utilized CRM software (e.g., Salesforce, HubSpot) to track customer interactions, manage accounts, and generate reports for internal stakeholders
- Led a team of 5 Customer Success Associates, providing guidance, mentorship, and performance feedback to ensure alignment with organizational goals.
Client Relationship Manager
CWG Global Engineering
04.2015 - 08.2023
- Assisted in the onboarding process of new clients, guiding them through product setup and configuration to facilitate a seamless transition
- Conducted quarterly business reviews with clients to review performance metrics, identify opportunities for optimization, and upsell additional products or services
- Developed and maintained a knowledge base of FAQs, troubleshooting guides, and best practices to empower clients and streamline support processes
- Collaborated with the product development team to communicate client feedback and prioritize feature requests based on customer needs
- Managed a diverse client base spanning multiple industries, providing personalized support and solutions tailored to individual requirements.
Customer Support Representative
Olanrewaju Awujoola Nigeria Ltd
01.2010 - 05.2015
- Handled inbound customer inquiries via phone, email, and live chat, resolving issues promptly and ensuring a positive customer experience
- Escalated complex technical issues to the appropriate internal teams for resolution, following up with clients to ensure timely resolution and satisfaction
- Utilized ticketing systems (e.g., Zendesk, Freshdesk) to log customer interactions, track issue resolution progress, and maintain comprehensive records
- Participated in regular training sessions and workshops to stay updated on product features, industry trends, and customer service best practices
- Contributed to the development of customer support documentation, including FAQs, troubleshooting guides, and video tutorials.
Education
BSc. (Ed) English - undefined
University of Lagos, Nigeria
LagosSkills
Excellent communication and interpersonal skills
Strong problem-solving abilities and attention to detail
Calendar and Time management
Ability to work effectively in a fast-paced, team-oriented environment
Customer-focused mindset with a passion for delivering exceptional service
Customer service and client relations
Data collection and Data entry
Zendesk
Trello
G-Suite
Windows
Android
iOS
Timeline
Customer Success Agent
MTN FTTH Department
09.2023 - 02.2024
Client Relationship Manager
CWG Global Engineering
04.2015 - 08.2023
Customer Support Representative
Olanrewaju Awujoola Nigeria Ltd
01.2010 - 05.2015
BSc. (Ed) English - undefined
University of Lagos, Nigeria