Olufemi Akidele

Olufemi Akidele Customer Success Manager-|- | LinkedIn | Lagos, Nigeria EXPERIENCE Simplex Business SolutionsSept 2022 – Present Customer Success ManagerLagos, NG Implemented software solutions, reducing installation time by 30% and ensuring optimal configuration of SQL-Server, Crystal Reports, and Internet Information Service (IIS). Enhanced hardware communication efficiency, resulting in a 25% improvement in system performance. Strategically managed data transfer processes, reducing loss by 35% through informed decision-making analysis provided to clients. Maintained a robust system for documenting code, reducing debugging time by 20% and improved software developments tracking time. Conducted comprehensive training sessions, achieving a 40% reduction in user complaints and ensuring high user satisfaction. Developed manuals (User and Technical) in both hard and soft copies, contributing to a 30% increase in user understanding and support. Computer Warehouse GroupJul 2013 – Jun 2021 Customer Success ManagerLagos, NG Spearheaded efficient incident/service request management, achieving a 90% call answer rate within 60 seconds, ensuring prompt and satisfactory customer interactions. Converted out-of-scope service requests into sales opportunities, contributing to a 15% increase in revenue. Escalated complex problems to 2nd and 3rd line system engineers, ensuring swift resolution and maintaining a 95% customer issue resolution rate. Established a robust tracking system, guaranteeing a 20% improvement in response times and timely customer communication regarding incident/service request progress. Published daily and weekly software reports through promptly, fostering transparency and reinforcing customer confidence in service delivery. Communicated with clients to understand their environment and challenges, applying insights to support a smooth transition to the new helpdesk application. EDUCATION Olabisi Onabanjo University Bachelor's of Science (BSc) in MathematicsOgun State, Nigeria OTHER Technical Skills: Communication; Relationship Building; Time Management; Problem Solving; Strategic Thinking; Attention to Detail Certifications: Udemy Certificate – Become a product manager - Verify EF SET Certificate – C2 Proficient Languages: English