Olukemi Fadiora-| +1 - | Canada
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PROFESSIONAL SUMMARY
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Experienced customer service specialist with a customer-first approach. Committed to enhancing my
knowledge about new and emerging technological trends while giving customers/clients excellent
service. Skilled in diagnosing and resolving technical issues efficiently. Proven ability to deliver highquality support and ensure customer satisfaction. Quick learner and adaptable to new technologies
and procedures.
CORE COMPETENCIES
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Excellent Communication Skills
CRM Software Usage
Efficient Handling of High Call, Email, and Chat Volumes
Patience
Remote Desktop Support
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Customer Excellence
Critical Thinking
Cross-functional Collaboration
Attention to Detail
Empathy
PROFESSIONAL CREDENTIALS
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Post Graduate Diploma, Customer Relationship Management
2015
RELEVANT WORK EXPERIENCE
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Customer Service Representative
Nov. 2021 - Present
Fullware Solutions Limited
• Achieved 100% response rate within 24 hours, exceeding company's target and maintained 95%
customer satisfaction, surpassing industry average.
• Resolved 90% of technical issues on first contact, reducing resolution time by 20%.
• Devoted work hours to ongoing product training thereby improving first-call resolution by 15%.
• Tailored communication for 95% comprehension, decreasing callback rate by 10%.
• Implemented method reducing issue recurrence by 80%, which increased customer satisfaction.
• Managed tickets concurrently, meeting 100% thereby reducing response time by 30%, resulting
in higher customer satisfaction.
• Collaborated with the Engineers to build products based on customers’ requests.
Microsoft Support Engineer
June 2019 – Oct. 2021
Tek-Experts
• Served as the main point of contact for corporate clients, resolving escalated issues promptly,
including those escalated to top management, resulting in a 40% reduction in client escalations.
• Offered comprehensive technical support for Microsoft Services worldwide via phone and online
channels, addressing a diverse range of technical concerns, resulting in a 50% decrease in
unresolved technical inquiries.
• Effectively resolved configuration, download, installation, and activation issues for Office 365 and
Office products, ensuring smooth deployment for clients and achieving a 90% success rate in
issue resolution.
• Promoted cross-functional collaboration by engaging with colleagues from various teams to find
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solutions to technical issues, resulting in a 30% reduction in issue resolution time.
Provided guidance and support to customers worldwide regarding downloading, installing, and
activating Microsoft Office products, resulting in a 25% increase in customer satisfaction ratings.
Collaborated closely with subject matter experts and escalation managers to address complex
issues effectively, resulting in a 40% increase in resolution rates for intricate technical problems.
Took charge of critical issues by setting clear expectations, devising action plans, and
maintaining professional communication with all stakeholders, ensuring timely resolution.
Customer Service Manager
Lordni Solutionscorp
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Feb. 2016 - May 2019
Solved customers issues via social media platforms and engaged customers and potential
customers via different online platforms.
Led a customer service team, which led to a higher engagement and increased sales
significantly
Enhanced record-keeping to improve accuracy and team efficiency.
Implemented strategies for faster issue resolution, resulting in 50% fewer unresolved issues
in three months.
Collaborated across departments, reducing resolution time by 25% and improving
communication.
Improved team strategies, reducing complaints thereby prioritizing customer satisfaction.
EDUCATION
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Bachelor of Arts Degree, English and Literary Studies
Feb. 2008 – Apr. 2012
