Balogun Razaq Olamilekan

BALOGUN RAZAQ O. 1 ,Adebomi Edun Street,off Alimosho,Lagos. --,-www.linkedin.com/in/razaq-balogun-94bb38178 PROFESSIONAL SUMMARY Experienced professional with years of experience as an Application support, product support and Customer Experienced Expert. Skilled in providing exceptional customer service and efficiently resolving customer issues. Adept in handling financial transactions, managing customer inquiries, and providing top tier support to enhances client satisfaction and loyalty. Seeking to leverage my skills in communication, problem-solving and relationship management to contribute effectively to a dynamic team in a customer-centric Organization. CERTIFICATIONS HTML,CSS and JavaScript Certification. Cloud Native Applications Architecture Certification. Microsoft Data Analyst Certification. Customer Service Certification.CRM Certification. ALX AiCE - Al Career Essentials Certification. WORK HISTORY Application Support. Parkway Project, May/2025 - current. • Core Banking Application Support: Provide first-line and second-line support for the Core Banking Application (CBA), ensuring timely resolution of incidents and service requests to maintain business continuity. • Application Monitoring & Performance: Monitor system performance, detect abnormalities, and troubleshoot applicationrelated issues to minimize downtime and customer impact. • Incident & Ticket Management: Log, track, and resolve support tickets in line with defined SLAs. Escalate complex or code-level issues with proper diagnostics, logs, and impact analysis. • Release & Deployment Support: Support product releases, upgrades, and patches, including; Pre-deployment checks, Testing and validation, Postdeployment monitoring and Rollback support when required. • Cross-Team Collaboration: Work closely with Product, Engineering, and Infrastructure teams to resolve defects, deploy fixes, and implement system improvements. • Log Analysis & Technical Troubleshooting: Investigate application, server, and database logs to identify root causes such as failed transactions, integration breakdowns, performance bottlenecks, or job failures. • Compliance, Audit & Reporting: Support compliance, audit, and reporting requirements related to the Core Banking system, ensuring proper documentation and traceability of activities. • User & Client Support: Provide technical support to internal stakeholders and external clients, ensuring clear communication and a high-quality service experience during incidents and requests. • Documentation & Knowledge Base: Maintain accurate documentation for incidents, resolutions, FAQs, and standard operating procedures (SOPs) to reduce repeat issues and improve response time. • Operational & Daily Process Support: Support daily operational activities including:System health checks, Transaction monitoring, Reconciliations,Batch processing, End-of-day (EOD) activities. Product Support/Service Owner. Parkway Project, April, 2024-May, 2025. • Develop product knowledge and support continuous improvement. • Manage Product administration request from corporates/customers/product owners such as configuration request, charge-back, on-boarding, access forms, KYC etc. • Ensure accurate product data, manage administration requests, set up new products, gather customer feedback, update and remove obsolete products, coordinate product launches, and enhance user experience. • Achieve company goals aligned with responsibilities. Customer Support Associate CredPal | SEPT,2022-April, 2024. • Onboard and verify New customers. • Track customer experiences, Analyze feedback,resolve complaints and Manage dissatisfied customers • Upsell and cross-sell. • Document complaints and prepare FAQ. • Prepare monthly reports for operations. Customer Experience Expert United Bank for Africa (UBA) | July,2021 -SEPT,2022. • Serve as interface via email, chat, social media, and phone. • Identify customer needs, respond promptly across channels. • Track experiences, collaborate with teams for service enhancement. • Analyze feedback, document processes, and manage complaints effectively. • Up sell and Cross sell, both locally and internationally. EDUCATION Ajayi Crowther University, BSC in Statistics August, 2024. NYSC., Tyonex Nig. Ltd- Yaba College of Technology. Higher National Degree in Chemistry,- Yaba College of Technology. ND in Science Laboratory Technology,-. LANGUAGES English and Yoruba. SKILLS REFERENCE • Exceptional communication and interpersonal skills • Customer Service skills. • Information technology/Software Skills. • Strong organizational and timemanagement skills. Available on request • Stakeholders engagement • Proficient use of Microsoft Office Suites. • Data analysis and Data Management.