Kehinde LANLOKUN
- |-| Lekki-Ajah, Lagos State, Nigeria
PROFILE SUMMARY
Dedicated and results-driven Customer Support Specialist with over 5 years of experience in
providing excep�onal customer service and resolving complex issues across various industries.
Proven track record in handling challenging customer interac�ons, collabora�ng across
departments, and ensuring high levels of customer sa�sfac�on. Eager to leverage my exper�se
in a Remote Customer Support Agent role to contribute to a company’s success by delivering
outstanding service and support.
CORE COMPETENCIES
•
Customer Service Excellence
•
Conflict Resolu�on & Problem Solving
•
Communica�on & Collabora�on
•
Mul�tasking & Time Management
•
Client Rela�onship Management
•
Ticke�ng Systems (Zendesk, Freshdesk)
•
Issue Inves�ga�on & Resolu�on
•
Process Improvement & Documenta�on
KEY CAREER ACHIEVEMENTS
•
Successfully resolved 99.2% of customer inquiries and technical issues at Tek-Experts
Nigeria, significantly reducing escala�on rates.
•
Improved customer sa�sfac�on scores by 15% at Casper Crea�ve Agency by enhancing
service delivery and response �mes.
•
Handled over 20 customer support �ckets daily, maintaining a high closure rate and
ensuring �mely follow-up on all customer requests.
•
Received “Outstanding Customer Service” recogni�on at XY Labs for consistently
delivering excep�onal support and resolving customer complaints effec�vely.
WORK EXPERIENCE
Customer Support/IT Specialist – Casper Crea�ve Agency
2023 – 2024
•
Providing technical assistance to clients by installing, configuring, testing, and upgrading
computer software and hardware.
•
Troubleshooting, diagnosing, and resolving software, hardware, and network problems
users encounter.
•
Provided support to users and was the first point of contact for error reporting.
•
Establishing good relationships with all departments and colleagues.
•
Conducting daily backup operations.
•
Managing technical documentation.
•
Referring more complex or intractable problems to appropriate IT professionals.
•
•
Advising users on how to resolve hardware and software problems.
Installing and upgrading hardware, cables, operating systems, and/or appropriate
software.
•
Facilitating user access to systems.
•
Monitored customer interac�ons to ensure compliance with company policies and procedures,
iden�fying poten�al risks in service delivery.
•
Conducted assessments of customer feedback to evaluate opera�onal effec�veness, leading to
enhanced compliance and process improvements.
•
Collaborated with various departments to address internal control issues, ensuring accurate
repor�ng and �mely resolu�on of customer concerns.
•
Prepared reports on service performance and iden�fied areas for improvement to strengthen
internal controls and customer sa�sfac�on.
•
Implemented process enhancements that resulted in reduced response �mes and improved
opera�onal efficiency.
Social Media Moderator – XY Labs (Freelance)
2022 – 2024
•
Responded to customer inquiries and complaints via social media channels, ensuring a
posi�ve brand image and high customer sa�sfac�on.
•
Inves�gated, researched, and resolved customer issues, escala�ng complex cases as
necessary.
•
Monitored online interac�ons, engaging with customers to provide �mely and effec�ve
support.
•
U�lized Zendesk to track and manage customer �ckets, ensuring all requests were
addressed promptly and professionally.
•
Collaborated with marke�ng and technical teams to resolve customer issues and ensure
seamless communica�on
Technical Support Engineer – Tek-Experts Nigeria
2019 – 2023
•
Provided Tier 1 and 2 technical support, assis�ng customers with so�ware and
hardware-related issues and ensuring high levels of customer sa�sfac�on.
•
Communicated effec�vely with customers to understand their issues, provide solu�ons,
and manage expecta�ons.
•
Handled customer requests and managed conflic�ng priori�es, ensuring all support tasks
were completed in a �mely manner.
•
Escalated unresolved issues to higher-level support teams while maintaining open lines
of communica�on with customers.
•
Contributed to process improvements, leading to a 10% increase in support efficiency
and customer sa�sfac�on.
EDUCATION
•
Bachelor of Science in Coopera�ve and Business Management – Olabisi Onabanjo
University, Ago-Iwoye, Ogun State (2015)
•
Microso� Life Technical Support (2020)
ADDITIONAL SKILLS
•
Proficient in CRM so�ware (Salesforce, HubSpot)
•
Strong writen and verbal communica�on skills
•
Ability to work independently and in a team
•
Flexibility to work weekends and handle mul�ple tasks simultaneously
