Balogun Oluwatosin

BALOGUN OLUWATOSIN LinkedIn: www.linkedin.com/in/balogun-oluwatosin-76balo Portfolio: https://balogunthee.github.io/PORTFOLIO/ PROFESSIONAL SUMMARY Customer-focused IT Support and Service Professional with over 2 years of experience providing remote support, resolving customer inquiries, and delivering excellent service experiences. Skilled in handling high volumes of support requests, maintaining accurate CRM records, and guiding customers through technical and service-related issues. Experienced with Zendesk, HubSpot, and Jira Service Management with a strong ability to communicate clearly, resolve problems quickly, and maintain high customer satisfaction. Recognized as Best Female Staff of the Year (2024) for outstanding service delivery and operational efficiency. CORE SKILLS • Customer Service & Client Support • Inbound Inquiry Handling • CRM Management (Zendesk, HubSpot, Jira) • Remote Support & Troubleshooting • Customer Communication & Problem Resolution • Appointment Scheduling & Coordination • Microsoft 365 & Google Workspace Support • Documentation & Record Management • Conflict Resolution & Customer Satisfaction • Attention to Detail & Multitasking PROFESSIONAL EXPERIENCE IT / Application Support Officer – Anchor Insurance Company Limited, Lagos (Feb 2023 – Present) • Provide remote customer and staff support for over 200 users, resolving 50+ service requests weekly. • Handle inbound support inquiries and guide users through troubleshooting and service processes. • Maintain accurate ticket documentation and CRM records using service management tools. • Train over 200 staff members on productivity tools and business applications. • Collaborate with cross-functional teams to resolve service issues and maintain high satisfaction. • Recognized as Best Female Staff of the Year (2024) for exceptional service delivery. Auditor / Customer Service Support – Applink Capitals Nigeria Limited (Remote) (May 2022 – Oct 2022) • Validated customer loan applications with 100% accuracy. • Communicated with customers to clarify information and resolve discrepancies. • Improved response turnaround time through structured communication and documentation. • Maintained accurate customer records and reports using Excel and CRM tools. EDUCATION Higher National Diploma (HND), Computer Science – Moshood Abiola Polytechnic, Ogun State (2020) CERTIFICATIONS • Google IT Support Professional Certificate • Microsoft Azure AI Essentials • Cisco Networking Basics • Cisco Introduction to Cybersecurity • IS/IT Management – Coursera • Microsoft Excel Essentials • Frontend Development (HTML & CSS) LANGUAGES English – Professional | Yoruba – Native AWARD Best Female Staff of the Year – Anchor Insurance Company Limited (2024)