OGUNLADE Goodness Oluwadara
Customer Support Specialist | Telecom and Digital Services-| -
SUMMARY
Customer Support Specialist handling ≈120 daily inquiries for a telecom platform, resolving
wallet and subscription issues across four payment gateways. Known for cutting repeat contacts
by 18 % through targeted questioning and building step-by-step user guides that lift self-service
success.
EXPERIENCE
Customer Service Representative — Getsub Telecommunications (Remote)
January 2024 – Present
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Handle 120–140 customer support tickets daily via live chat on Tawk.to, addressing
issues related to wallet funding, failed subscriptions, and payment disputes.
Guide users through identifying payment methods (Flutterwave, Paystack, Monnify,
Paga) using tailored questioning, significantly reducing misrouted complaints and
resolution delays.
Escalate unresolved technical issues promptly to internal support teams with accurate
transaction data to ensure quick turnaround and reduce customer follow-up.
Created clear, step-by-step wallet funding instructions that help users self-resolve
common issues, decreasing repeated inquiries and improving support efficiency.
Customer Service & Operations Manager — Crush Eduplace International
January 2023 – December 2023
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Owned day-to-day centre operations (academics, hostel, front desk) and reported
directly to the CEO; supervised 12 subject tutors.
Acted as first point of contact for new parents & students, running info sessions that
converted 90 % of JAMB candidates to Post-UTME enrolments.
Implemented a continuous-assessment dashboard that tracked students’ scores; insights
let tutors adjust lessons and drove 80 % admission success into OAU.
Introduced weekly tutor-performance reviews and peer-coaching, cutting lesson-prep
time by 25 %.
Managed hostel capacity, enforcing discipline and safety rules that reduced incident
reports by 40 % year-over-year.
Built Google Sheets CRM pipeline and streamlined follow-ups, sustaining 90 %
student-renewal for the next phase of the tutorial.
Remote Call-Center Agent — Outcess Solutions Nigeria Ltd.
April 2022 – June 2022
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Re-engaged 400+ churned prepaid customers through outbound calls, helping to
restore service usage and rebuild customer trust.
Maintained average QA scores above 90, consistently meeting quality standards in
communication, empathy, and issue handling.
Logged detailed call notes in the CRM to support continuity and improve future
customer interactions.
EDUCATION
B.Sc. Chemistry — Obafemi Awolowo University, Ile-Ife, Nigeria August 2023
CERTIFICATIONS & TRAINING
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Virtual Assistance (ALX) ’24
Data Analysis (Girl Code Academy) ’23
Soft Skills (Jobberman) ’22
Tech-Up Girls Bootcamp ’23
TECH STACK
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Ticketing and CRM: Tawk.to, Zendesk (basic),
Data tools: SQL, Tableau and spreadsheet
Productivity: Google Workspace, Microsoft Office, Trello, Asana
Communication and media: Slack, Canva, CapCut, Zoom/Google Meet
KEY SKILLS
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Live-chat & phone support
Documentation & SOP design
Conflict resolution
Referral & retention programs
Familiar with SQL queries for data lookup and reporting (trained but not used in
daily role).
