Olaoluwa Oluwalonimi Israel

OLAOLUWA O. ISRAEL - |-| linkedin.com/in/olaoluwa-israel Professional Summary A results-oriented Customer Support Specialist with over five years of experience in fast-paced technology environments, including Fintech, SaaS, and AI. Proven ability to enhance customer satisfaction, streamline processes, and collaborate effectively with cross-functional teams. Adept at leveraging a wide range of technologies to resolve complex technical issues and improve user experience, consistently contributing to increased efficiency and customer retention. Work Experience Customer Support Specialist | Remote Fasiti. | Jun 2024 - Present (An AI technology company specializing in Fintech, B2B, B2C, SaaS,Big Data and training in CRM tools, project management, )         Addresses customer inquiries promptly via phone, email, and chat, swiftly resolving issues with precision and expertise. Delivers tailored concierge services to enhance customer satisfaction. Diagnoses and rectifies technical issues associated with company products. Partners with internal teams to collaboratively tackle intricate customer challenges. Meticulously records customer interactions and upholds precise documentation. Stays abreast of product advancements and updates to offer knowledgeable support. Actively engages in ongoing training and enhancement programs. Bolsters the functionality of SaaS products through dedicated support. Customer Support - CRM | Rhode Centre | Sep 2020 - Mar 2024 (An innovative IT organization)        Manage high-volume customer inquiries via phone and email, achieving a 98% customer satisfaction rating. Reduced customer churn by 25% through prompt and effective issue resolution. Exceeded monthly sales targets by an average of 15%, consistently ranking in the top 5% of sales representatives. Led a team of 5 representatives, providing training on customer service best practices and fostering a collaborative environment. Analyzed customer feedback to develop strategies, resulting in a 10% increase in customer retention. Maintained professionalism during challenging interactions, building trust and rapport with customers. Streamlined processes by updating customer records while handling inquiries, improving operational efficien30%. Education Lagos State University Degree, Computer Science Skills Technical Skills:         CRM & Marketing: HubSpot, Apollo, Zendesk, Zoho Freshdesk, Intercom Productivity & Collaboration: Slack, Loom, Team, monday.com, GSuite, Teamcity IT Service Management: ServiceNow Virtual Assitance: Goog drive, Dropbox, Calendly, teamviewer, timedoctor, Automation Web Development: HTML, CSS Design: Canva, Adobe Creative Suite (Photoshop) Operating Systems: macOS, Linux, Windows Directory Services: Active Directory Professional Competencies:          Customer Service Technical Support B2B & B2C Communication Virtual Assistance Problem Solving Training & Development Lead Generation SaaS Product Support Big Data & AI Environments Interests Problem Solving, Python, MySQL, CompTIA A+, Microsoft Azure, Cyber Security PM Work Philosophy I thrive in a diverse team that respects each other’s backgrounds and perspectives. I believe such an environment creates a rich working atmosphere where everyone feels valued and motivated to contribute their best work