IDOWU TAIWO OLUWATOBI
CUSTOMER SUPPORT SPECIALIST
LinkedIn| Portfolio
SUMMARY
Customer Support Specialist with 2+ years of experience delivering high quality support in fast paced customerfacing environments. Proven ability to manage 50–100+ daily inquiries across billing, subscription, and technical
support while maintaining up to 95% customer satisfaction. Strong in CRM systems, issue resolution, customer
retention, and cross team collaboration. detail-oriented, and results-driven. Known for patience, adaptability and
ensuring high customer satisfaction while both business and technical needs.
CORE COMPETENCIES
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Customer service
Customer Experience
Ticket Management
CRM Systems
First Contact Resolution
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Excellent communication
Escalation Handling
Technical Troubleshooting
Customer Retention
SLA Compliance
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Remote Collaboration
Billing & Account Support
Multitasking
Data Entry
Trend Analysis
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICES REPRESENTATIVE
MULTICHOICE
August 2024 – November 2025
● Resolved 50+ customer inquiries daily across billing, subscription, and technical issues, maintaining up to
95% CSAT
● Processed 100+ daily transactions with 99% accuracy while meeting SLA targets
● Analysed customer feedback and service data from 1,200+ interactions to improve service efficiency
● Took ownership of complex escalations and ensured end-to-end resolution
● Trained and mentored 10+ new hires, improving team productivity by 15%
● Documented and tracked cases using CRM systems to ensure timely follow-ups
CUSTOMER SUPPORT ASSOCIATE
OUTCESS SOLUTION
January 2023 – June 2024
● Supported 100+ customers daily via phone, chat, and email channels
● Explained products and services clearly to 200+ customers, reducing repeat inquiries
● Collaborated with internal teams to resolve recurring issues, improving service quality by 25%
● Managed high-priority and sensitive cases while maintaining 95% satisfaction
● Assisted customers with account management, billing inquiries, and technical support
● Escalated technical issues appropriately while retaining case ownership
CUSTOMER SUPPORT ANALYST
JOSEMAB-( Contract)
August 2022– December 2022
● Resolved customer inquiries and complaints with a strong focus on satisfaction and accuracy
● Analysed customer feedback and service data to identify areas of improvement and enhance service delivery
● Processed transactions, returns, and exchanges, ensuring accuracy and adherences to company policies
● Handled over 100 customers interaction per day through phone, emails and chats
● Implemented and manage CSR programs that aligned with company values and contributed to social impact
● Collaborated with clients to understand their goals and provided virtual assistance
EDUCATION
Lagos State University
B.Sc-Marketing (Upper Division)
2019
Digitaleydrive
Data Analytics Certification
2023
CERTIFICATIONS
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Fundamentals of Salesforce Sales and Customer Relationship Management – ALISON
Institute of Personality Development and Customer Relation
Certified Customer Service Professional (CCSP)
Certified Customer Service Professional – ZENDESK
Customer Service and Sales-HUBSPOT
TOOLS
• Zendesk
• HubSpot
• Freshdesk
• Intercom
• Zoho Desk
• Live Chat
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Microsoft Excel
Microsoft Teams
Asana
Notion
Zoom
Trello
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Salesforce
Microsoft Dynamic 365
Dialer Systems
Canva
Calendly
