TITILOPE ADELEYE
CUSTOMER SUPPORT PROFESSIONAL
CONTACT
Lagos, Nigeria
--www.linkedin.com/in/titilopeadele
ye-customer-support-specialist
HARD SKILLS
ZenDesk CRM
Gorgias CRM
Live Chat
SalesForce
Google Workspace
Zoom Meeting
Loom Video
HTML (beginner)
Toggl
Asana/Trello
Ms. Word/Excel
Slack
Tawk.to
Gitlab
EDUCATION
BSC. (HONS) MASS
COMMUNICATION
Kwara State University | Malete,
Nigeria-
WORK EXPERIENCE
COMMUNITY VOLUNTEER (DOCUMENTATION TEAM)
Support Driven | July 2021 - Present
Wrote and contributed to the development of the community manual.
Directly influenced decision-making for job seekers by writing the
'Getting Started' guides to help their job search through the use of some
resources within the community.
Key Accomplishments
Successfully wrote an developed the area of responsibility to help
map out the structure of the manual.
Collaborated, and contributed 20% towards the success of the
manual for 4000+ customer support professionals.
CUSTOMER EXPERIENCE REPRESENTATIVE
Mafit Study LTD, Lagos Nigeria | January 2019 - May 2020
Offered compassionate, timely, and empathetic support to customers
via telephones, email. chats, social media, and tickets.
Provided friendly, knowledgeable customer support to improve the
experience, and grow retention.
Assisted in writing macros and documented internal support
processes.
Managed support queues efficiently, and escalated tickets that
needed further investigations to Tier 2 & 3.
Handled all supports with strong emotional intelligence, great
communication skills, creative thinking, high attention to detail, and
complex problem-solving skills
Key Achievements
Planned, managed a successful campaign to update and optimize
80% of the Mafit Study Help Centre to make it easier for users to find
and read information.
Increased performance goal by 20% by approaching all interactions
with resourcefulness, organization, and customer-centric solutions.
Increased referral rates by 15%, and maintained a customer rate of
over 95%
Successfully onboarded 90% of customers via email.
REMOTE CUSTOMER SUPPORT SPECIALIST
Upwork.com, SF, U.S (Freelance) | December 2019 - May 2021
Responsible for day-to-day help desk operations including tickets
prioritization, order tracking, and timely resolution, as well as technical
support to both internal and external customers.
Key Responsibilities
Assisted with accounts, and administrative tasks, troubleshooting, and
triaging bugs.
Served as an advocate for customers, collaborating with other team
members to optimize the user experience and test new features and
releases.
Introduced new users to products/services, explaining product
features via email.
Reduced the number of repeated complaints via ticketing through the
development of a Help Centre.
Contributed to internal support team resources, including writing
canned responses (macros), adding to the external knowledge base,
and making suggestions for improving processes.
Owned customers' issues, followed up on outstanding requests and
escalated issues when necessary.
CUSTOMER SERVICE REPRESENTATIVE
Funky Dee Retail Stores, Lagos Nigeria | June 2015 - September 2015
Developed strong, proactive customer-faced relationships with
contractors and customers.
Responded to contractors' and customers''' requests (phone, email) by
answering questions and providing information.
Prepared bi-weekly reports by collecting and analyzing contractors'
and customers' information.
Analyzed data to identify trends, and flagged issues that could be
addressed through programs or process improvements.
Key Achievements
Maintained customer retention rate by 50% higher than the team's
average rate.
Received 95% positive customer survey results through exceptional
delivery of services.
Exceeded sales goals by 95% by providing proactive and effective
customer service.
Solved all customer support requests via all channels within 12 hours
of receipts in all roles.
ORGANIZATION INVOLVEMENT
06/2021-Present Qui Virtual Support Solutions, Virtual Customer
Support Associate
08/2021-Present Nomads Giving Back (Sukhi222) Customer
Support Specialist - Remote Volunteer
04/2021-07/2021 Dewzi, BC U.S Customer Support Rockstar
(Remote Freelance)
09/2018 - 12/2018 Gratitude, India. Human Resource Recruiter
(Remote)
05/2016-09/2016. Voice of Nigeria. Broadcast Student Intern.
