Oluwaseyi Adebiyi

OLUWASEYI OPEYEMI ADEBIYI Customer Support Specialist PROFESSIONAL SUMMARY Customer Support Specialist with 4+ years of experience managing high-volume customer interactions and delivering excellent user experiences across e-commerce and automotive industries. Skilled in CRM systems, customer onboarding, retention, and issue resolution, with hands-on training in SaaS-based customer success and product support. Proven ability to translate customer feedback into actionable insights that improve user satisfaction and operational efficiency. Adept at working independently and delivering high-quality support in fast-paced, remote environments. CORE SKILLS Customer Success & Experience: Customer onboarding, Chat Support, Effective communication, Complaint resolution & escalation handling, Upselling & Cross-selling. Tools / Software: Zendesk, ClickUp, Primo Dialer, Freshdesk, G suite, Slack, Mailchimp PROFESSIONAL EXPERIENCE Customer Experience Associate (Hybrid/Remote Support) | Lisk Fashion Company | Jan 2024 – Present • Managed 100+ weekly customer inquiries, identifying and prioritizing user pain points while maintaining a 95% satisfaction rate and strengthening retention. • Handled customer inquiries via phone, email, and chat, ensuring timely and professional responses. • Identified recurring issues and contributed to solutions that reduced order complaints by 40%. • Redesigned onboarding processes and internal workflows, reducing new user confusion by 80% and improving resolution speed. • Worked independently to prioritize and resolve customer issues within SLA timelines. • Escalated and resolved complex issues efficiently, improving overall service delivery and customer experience. Customer Support Representative | Just Millennium Global Autos | Jan 2019 – Dec 2023 • Engaged with customers on vehicle inquiries, service scheduling, and complaints, identifying recurring pain points and providing actionable insights to improve service delivery. • Leveraged CRM and ticketing systems to track and prioritize customer requests, improving response efficiency by 30% and ensuring timely issue resolution. • Conducted proactive follow-ups with customers, sustaining a 95% satisfaction score and reducing churn risk. • Drove customer feedback–led initiatives that improved service quality and operational efficiency by 20%. Administrative Assistant | Basigns Graphics | Jan 2012 – Dec 2018 • Provided vital support to daily operations, ensuring efficient communication and workflow across teams. • Managed scheduling, calendars, and correspondence, streamlining executive operations and improving response time by 20%. • Organized meetings, prepared reports, and maintained filing systems, enhancing office efficiency and document retrieval accuracy. • Coordinated between departments to facilitate smooth information flow and supported project management initiatives. Marketer | First Global Searchlight Ltd | Sept 2010 – August 2011 • Planned and executed marketing campaigns to drive brand awareness, customer engagement, and sales growth. • Conducted market research to identify target audiences and trends, while creating compelling content across digital platforms. • Collaborated with cross-functional teams to optimize campaign performance and improve customer acquisition and retention. • Developed and implemented data-driven marketing strategies that increased brand visibility and customer engagement. • Managed digital campaigns across social media and email channels, analyzed performance metrics, and optimized content to improve conversion rates and ROI. TRAINING Product Management Fellow (Trainee) | Women Techsters Fellowship | Sept 2025 – Present • Conducted user research to identify pain points for a sustainability-focused product. • Contributed customer insights to PRDs and user stories for product alignment. • Prioritized features using problem-solving and analytical skills. • Designed onboarding flows and adoption strategies to enhance user experience. KEY IMPACT & ACHIEVEMENTS • Improved recurring issue resolution efficiency by 25% through structured documentation of common customer problems and solutions. • Enhanced onboarding experience, reducing first-week confusion for 80% of new users. • Improved service efficiency by leveraging customer feedback to drive operational improvements. EDUCATION University of Lagos — B.A. (Hons) English Language CERTIFICATIONS Zendesk Customer Service (2025) EF SET English Certificate – C1 Advanced (2025) Product Management Basics — Pendo (2025) Product Prioritization — Product School (2025) Introduction to Data Analytics Using Excel — (2024)