Funmilayo Adegbile

FUNMILAYO ADEGBILE CUSTOMER SUPPORT SPECIALIST Professional Summary Experienced Customer Support Specialist with over 9 years of helping customers and solving complex problems in SaaS, tech, and financial services. Skilled at managing high volumes of inquiries without compromising service quality, while finding ways to improve workflows and boost customer satisfaction. Known for working seamlessly with teams across different departments, making the most of CRM tools, and driving efficiency. Passionate about delivering great customer experiences and finding creative solutions that make a real impact on both customers and the organization. Skills  Multichannel Support (Email, Live Chat, Phone, Social Media) | Technical Troubleshooting | Query Escalation | SLA Compliance   Empathy and Problem Solving Customer Onboarding & Training | Account Management & Client Retention | Escalation Management & Conflict Resolution CRM Platforms: Salesforce, HubSpot, Zoho CRM | Support Tools: Zendesk, Intercom, Freshdesk. Collaboration Tools: Slack, Notion, Microsoft Teams, Asana, Trello, ClickUp Critical Thinking and Attention to Detail Analytics & Reporting: Power BI, Excel (dashboards, KPIs, insights) Workflow Automation | Process Optimization | Knowledge Base Creation & Maintenance       Excellent Communication (Verbal & Written) Work Experience Customer Support Specialist | Preply, Barcelona, Spain (Remote) May 2024 – August 2025     Managed and resolved 60+ complex account related support tickets daily, including billing disputes and application troubleshooting across EMEA, APAC, and US time zones. Resolved payment issues, subscription issues, and password and login issues for customers across multiple regions. Collected, documented, and analyzed user feedback to identify trends, recurring issues, and opportunities for product and process improvement. Acted as a subject matter expert in account recovery, security protocols, and best practices, improving overall user experience and reducing escalations by 15%. Customer Service (Exam Operations) | British Council, Lagos, Nigeria (Onsite) Jan 2024 – May 2024   Served as the first point of contact for examiners, addressing inquiries promptly and providing accurate information about examination procedures and policies. Collected and documented examiner feedback to identify improvement opportunities and enhance the examination experience. Technical Support Engineer | Centrepoint Investment Limited, Lagos, Nigeria (Remote) Jan 2022 – Jan 2024      Collaborated with cross-functional teams to streamline workflows, reducing ticket resolution time by 20% and delivering clear, empathetic solutions via Zendesk and admin dashboards. Diagnosed and resolved technical issues related to system access, authentication failures, and account configuration settings. Reduced average ticket resolution time by 30% through streamlined workflows and proactive process improvements. Onboarded new users and managed login credentials, ensuring secure and compliant access to internal systems and services. Led remote training sessions to improve client proficiency in using software platforms, contributing to increased customer satisfaction. Customer Support Specialist | Polaris Bank Ltd., Lagos, Nigeria (Onsite) Jan 2015 – Dec 2021     Achieved a 95% satisfaction rating while managing 60+ inquiries daily across email, chat, and phone, ensuring prompt and accurate responses. Provided information on banking products and services, while upselling and crossselling solutions. Drove a 20% rise in online banking adoption by guiding customers through setup and troubleshooting. Streamlined reporting processes using Excel, reducing data entry time by 30%. Education Bachelor’s Degree in Computer Science, National Open University of Nigeria, 2021 National Diploma in Computer Science, Moshood Abiola Polytechnic, 2012 Certifications & Trainings      Technical Support Engineering – Tech Leap, September 2023 Digital Marketing – Skye Bank, July 2020 AML (Anti-Money Laundering) – Skye Bank, December 2017 Certified Client Service Professional (CCSP) Certified Technical Support Professional (CTSP)