Damilola Okebunmi

Damilola Okebunmi Ilorin, Kwara Portfolio: https://drive.google.com/drive/folders/1VssN0f1UNG_9Vbex9eM1TgML3QOIY5Nf?usp=sharing Professional Summary Customer Service & Technical Support Specialist with 6+ years of experience in SaaS, ecommerce, and technology-driven businesses. Proven track record of boosting customer satisfaction, reducing refunds, and streamlining operations through expert troubleshooting and process optimization. Skilled in Zendesk, Shopify, Google Sheets, Asana, and Monday, with the ability to turn complex technical challenges into clear solutions that strengthen customer loyalty and business growth. Core Competencies        Customer Service (Email, Chat, Phone) Technical Troubleshooting & Escalation Handling CRM & Tools: Zendesk, Google Sheets, Asana, Monday, Shopify Workflow Automation & Process Optimization Knowledge Base & Documentation Creation Customer Retention & CSAT/NPS Improvement Project & Time Management Professional Experience Customer Support Specialist | Arik Logistics (Remote) Jan 2021 – Present     Resolved 50+ tickets daily with 95%+ CSAT across email, chat, and phone. Reduced refund rates by 20% through proactive troubleshooting and clearer workflows. Authored 30+ knowledge base articles, cutting repeat inquiries by 15%. Trained and on-boarded 3 new team members, standardizing best practices. Technical Support Associate | Peniel Hub (Remote) Feb 2018 – Dec 2020    Provided technical troubleshooting for SaaS clients, improving resolution time by 30%. Partnered with product/engineering teams to resolve recurring technical issues. Identified up-sell opportunities during support, boosting retention. Customer Service Representative | Chariscycle Incorporation (Lagos, Nigeria) 2016 – 2018   Handled multi-channel inquiries, raising first-contact resolution by 25%. Supported migration to digital support tools, increasing efficiency. Education BSc & MSc in Chemistry | University of Ilorin (2014 & 2017) Certifications   Project Management – University of Washington (2024) Customer Service Excellence – Remote Madam (2023)