Edward Fabunmi

Edward Fabunmi Customer / Technical Support EXPERIENCE SKILLS Hadia Media — IT Support Officer (Part Time) Live Chat, Email & Phone Support​ Oct 2022 - Date Ticketing Systems (Zendesk, Provided first-line technical support for staff, resolving software, and connectivity issues.​ Freshdesk, Intercom)​ Technical Troubleshooting & IT Set up and maintain computers, email accounts, and internal tools for new team members.​ Support​ Customer Onboarding & Troubleshoot system errors, application issues, and basic network problems, reducing downtime for the company and our clients.​ Retention​ CRM Management​ Assisted with website updates, content uploads, and basic CMS management.​ Conflict Resolution​ Documented technical issues and solutions for faster future resolution.​ Data Entry & Documentation​ Trained team members on basic IT practices and tools, improving overall productivity. Microsoft Office & Google Workspace​ Time Management & Freelance — Customer Support Specialist Jan 2020 - Present Handled 60+ daily customer inquiries via chat and email with a 95% satisfaction rating.​ Resolved account, billing, and technical issues efficiently, reducing repeat Multitasking ​ Tools Zendesk, Freshdesk, Intercom​ tickets by 30%.​ HubSpot CRM, Zoho CRM​ Guided users through onboarding and product usage for improved adoption.​ Microsoft Office (Word, Excel, Documented issues and solutions in the CRM for faster future resolutions.​ Outlook)​ Google Workspace (Docs, Sheets, Collaborated with technical teams to escalate and resolve complex cases. Gmail, Drive)​ Slack, Microsoft Teams, Zoom​ Hadi Africa — Admin and Customer Support Sep 2021 - Aug 2022 Trello, Asana, Notion​ Responded to customer inquiries and complaints across phone and email Remote Desktop Tools (AnyDesk, channels.​ Provided clear, empathetic support that improved customer retention.​ TeamViewer)​ CMS Platforms (WordPress, intermediate admin)​ Maintained accurate customer records and interaction logs.​ Ticketing & Helpdesk Systems​ Assisted in creating FAQ content that reduced incoming support volume. Cloud Storage (Google Drive, Managed daily administrative operations, filing systems, and office Dropbox) documentation. Coordinated meetings, prepared minutes, and handled official correspondence. Outsource Global — Customer Service & Tele Marketer Sep 2020 - Jan 2021 Conducted outbound calls to prospective customers, promoting products and services with clarity and confidence.​ Converted leads into active customers, consistently meeting and exceeding weekly sales targets.​ Handled inbound customer inquiries, providing accurate information and resolving concerns professionally.​ Built strong customer relationships through friendly, persuasive, and empathetic communication.​ Maintained detailed call logs and updated CRM records for follow-ups and reporting.​ Managed objections effectively, improving call success and customer satisfaction rates. KEY STRENGTHS Clear, friendly, and professional communication​ Fast learner with strong problem-solving skills​ Calm under pressure and customer-focused​ Highly organized with excellent follow-through EDUCATION Obafemi Awolowo University, Ile-Ife — Bsc. Economics Nov 2014 - Jan 2019 Completed research and data analysis projects requiring accuracy and clear reporting. Participated in group presentations and teamwork-focused academic activities . Demonstrated strong time management, communication, and problem-solving skills.