Adesola Joan Enudeme

ADESOLA JOAN ENUDEME​ Customer Support Professional​ Lekki, Lagos, Nigeria -- SUMMARY Customer Support Professional with demonstrated 4+ years of experience in the banking and publishing industries. I specialize in problem-solving, effective communication, customer relationship management (CRM), customer onboarding, engagement and support, KYC, people management, general office skills, and content management. Dedicated to identifying customer needs and delivering effective solutions to all issues. Excellent time management and organizational skills to ensure a high level of productivity. I am seeking to leverage my skills and experience in a customer support role. EXPERIENCE MONIEPOINT INC - Issue Resolution Officer MAY 2025 - PRESENT ●​ Handle and resolve customer service cases while applying clear, empathetic, and solution-focused communication. ●​ Consistently meet and exceed SLA and CSAT targets, with team performance averaging 95% monthly. ●​ Review, analyze, and label customer interactions to identify patterns, errors, and improvement areas in service responses. ●​ Translate customer issues, feedback, and behavior into clear insights that support process and system improvement. ●​ Apply conflict resolution and de-escalation skills when managing difficult or high-tension customer interactions. ●​ Collaborate with internal technical, operations, and product teams to close gaps affecting customer experience. ●​ Audit customer conversations regularly to ensure responses meet quality, accuracy, and tone standards. ●​ Maintain detailed and accurate documentation of customer interactions to support consistency and learning outcomes. ●​ Use customer interaction trends to suggest improvements to workflows, tools, and service responses. ●​ Manage multiple cases at once in a fast-paced environment while maintaining attention to detail. ●​ Adapt quickly to new tools, systems, and processes used in customer support and issue resolution. BLUEROOMCARE - CX Representative MAY 2024 - FEBRUARY 2025 ●​ Created standard structure for the customer support team: Designed and 2 implemented a comprehensive framework for customer support operations, including response templates, escalation procedures, and performance metrics. This structure streamlined workflows, improved team efficiency, and ensured consistent, high-quality support across all communication channels. ●​ Responding to user inquiries via email, chat, or phone:​ Delivered prompt and professional responses to diverse user inquiries, maintaining an average response time of 10 minutes. Ensured high user satisfaction by resolving issues efficiently across multiple communication channels. ●​ Providing assistance to users experiencing technical issues or difficulties navigating the platform:​ Identified and resolved technical problems, guiding users through troubleshooting processes and providing clear instructions to ensure seamless navigation of the platform. Collaborated with the technical team to escalate and resolve over 100 complex issues weekly. ●​ Effectively communicating with users to understand their needs and concerns:​ Utilized active listening and effective communication skills to understand user challenges fully, ensuring personalized solutions that enhanced their experience with the platform. ●​ Documenting user feedback and common issues to help improve the overall platform and service:​ Maintained detailed records of user feedback, technical issues, and common pain points, contributing to the development of user-centered platform updates and streamlined support processes. AMAZON KDP PUBLISHING - Freelance Writer MAY 2022 - APRIL 2024 ●​ ●​ ●​ ●​ Craft high-quality written content for various topics and niches. Manage own eBooks and digital publications. Utilize creative and analytical thinking to produce engaging and informative content. Creates and formats content, design book covers, sets pricing strategies & markets publications to a broad audience of readers. ●​ Conduct online research to obtain relevant information and materials. UNITED BANK FOR AFRICA - Customer Service Representative/Teller DEC 2021 - DEC 2022 ●​ Committed to delivering excellent customer service while working in a fast-paced environment. ●​ Responded quickly to meet customer needs and resolve problems. ●​ Maintained and managed existing accounts. ●​ Proficiently handled daily financial transactions, including deposits, withdrawals, and fund transfers. ●​ Successfully handled and resolved customer inquiries and complaints physically and over the phone. ●​ Collaborated with the team to ensure excellent customer service and minimize turnaround time (TAT). ●​ Consistently produced results at a high level, resolving up to 200 customer inquiries and issues per day. 3 ●​ Responded to all customer concerns, questions, and service requests using the organization’s preferred CRM tools for escalation and gave management and customers feedback. ●​ Handled all inbound and outbound emails at the branch level. ●​ Assisted customers with E-channel onboarding and support. ●​ Opened, maintained, and verified compliance with accounts. ●​ Made certain that customers were satisfied with the products the organization offered and looked for ways to streamline operations so that the organization could provide better customer service by conducting quality control checks. EDUCATION FEDERAL COLLEGE OF EDUCATION(Sep 2014 - Oct 2016) NCE - Home Economics (DM) CERTIFICATES & TRAINING United Bank for Africa Academy - Children and Youth Banking Products Great Learning Academy - Customer Relationship Management CustomerSuccessU.org - CSM Fundamentals LinkedIn - Customer Service: Problem Solving and Troubleshooting Zendesk Training - On-Demand: Zendesk Chat for Agents,I