Adebimpe Mary Akinwunmi

ADEBIMPE MARY AKINWUNMI CUSTOMER SUPPORT SPECIALIST Professional Summary Customer Support Specialist with over 6 years of client-facing experience across banking and coaching environments. Proven track record of resolving high-volume customer inquiries, maintaining 95%+ satisfaction rates, and delivering efficient support across email, chat, and inbound channels. Skilled in Zendesk, Freshdesk, Intercom, and Zoho Desk, with experience improving response times and streamlining support workflows through automation. Strong background in client onboarding, issue resolution, and crossfunctional collaboration in fast-paced, remote teams. Work Experience Profit From Coaching Client Support & Operations Coordinator England, United Kingdom (Remote) Oct. 2024 – Jan. 2026 • Supported customer service operations and managed digital systems to ensure efficient service delivery across remote teams. • Served as primary point of contact for client inquiries via email and chat, resolving 95% of requests within defined SLA. • Handled high-volume daily inquiries (50+ per day), ensuring timely responses and a consistent customer experience. • Coordinated projects from initiation to completion, ensuring timely delivery of program and brand deliverables. • Monitored client feedback and engagement to proactively identify and resolve issues before escalation. • Supported onboarding and enrollment processes, ensuring 100% of new clients received access and required resources. The Conversion Academy Client Success & Community Engagement Associate • • • • • • Managed client communications and community engagement, maintaining a 98% positive interaction rate. Responded to customer inquiries across multiple channels and time zones, ensuring prompt and clear communication. Supported onboarding of new members, ensuring full access to resources and a smooth user experience. Monitored community activity and feedback to resolve issues and maintain service quality proactively. Improved support workflows and response efficiency using digital tools and structured processes. Provided administrative and coordination support to leadership on client-facing initiatives. Access Bank PLC. Financial Sales Representative • • England, United Kingdom (Remote) Sep. 2023 – Aug. 2024 Lagos, Nigeria Oct. 2019 – Mar. 2023 Managed onboarding and servicing of commercial client accounts, including merchant and POS solutions. Achieved a 15% increase in merchant acquisition through sales of POS and electronic banking services. • • • • Handled client inquiries and resolved transaction-related issues, maintaining high service standards. Assessed client needs and recommended tailored financial solutions to support business growth. Ensured full compliance with KYC/AML regulations during client onboarding and documentation review. Collaborated with operations teams to resolve discrepancies and improve service delivery. Education • Bachelor of Science in Business Administration & Management Federal University Oye-Ekiti — Jan 2024 • Higher National Diploma in Surveying & Geo-informatics Federal Polytechnic Ilaro, Ogun State — Dec 2015 • High School Diploma Lagos State Model College, Meiran — Jul 2010 Core Skills • • • • • • • • Customer Support Customer Experience Client Relations Issue Resolution Customer Onboarding Communication (Email, Chat, Inbound) Problem Solving Operations Support Tools & Technologies • • • • • • Zendesk Freshdesk Intercom Zoho Desk Zapier Kartra Certifications & Professional Development • • • • ALX: Virtual Assistance Skills in the Digital Age LinkedIn: Customer Retention LinkedIn: Customer Service: Problem Solving and Troubleshooting LinkedIn: Customer Service: Serving Customers Through Chat and Text