Maleek Omotola Raheem

Maleek Raheem Customer Service Professional | 6+ Years Experience ■ Lagos, Nigeria | ✉■-| ■ malikraheem.com | ■ - About Me Customer service professional with 6+ years of experience delivering world-class support in SaaS, e-commerce, and startup environments. Skilled with Zendesk, Gorgias, Freshdesk, and Hubspot to drive satisfaction, boost retention, and streamline operations. I believe every ticket is an opportunity to turn service into loyalty — and I take pride in making that happen. Core Skills • Customer Experience (CX) & Retention • Ticket Resolution & Escalation Management • Refund Reduction & Revenue Growth • Knowledge Base Creation & Process Improvement • SaaS & E-commerce Support • CRM & Helpdesk Tools: Zendesk, Gorgias, Freshdesk, Hubspot • Communication: Email, Live Chat, Social Media, Phone Experience Senior Customer Support Specialist Transparent —- • Resolved 1,000+ tickets monthly across multi-channel platforms with 95%+ CSAT. • Reduced refund requests by 20% through proactive issue resolution and customer-first strategies. • Trained and mentored new hires, boosting onboarding efficiency by 30%. • Implemented Zendesk workflows and macros to streamline processes, cutting resolution time by 25%. Customer Service Associate 3C Hub —- • Delivered front-line support for a high-volume customer base across retail and e-commerce. • Consistently achieved first-contact resolution, earning recognition for empathy and problem-solving. • Supported escalations and contributed to loyalty-building initiatives that improved retention. Education B.Sc. in Science — Kwara State University Portfolio ■ malikraheem.com — Ratings, testimonials, and examples of tools I’ve worked with.