Oluwatobi Emmanuel Akerele

EMMANUEL OLUWATOBI AKERELE Lagos, Nigeria --https://www.linkedin.com/in/emmanuel-oluwatobi-akerele- PROFILE a-a/ Results-oriented and adept customer service and technical support professional, bringing over three (3) years of experience spanning diverse industries. Demonstrated success in elevating customer retention and satisfaction rates, surpassing sales targets, and introducing inventive ideas. Proficient in cultivating enduring customer relationships to foster repeat business and drive sales growth, equipped with comprehensive expertise in effective sales strategies, pitching, and adept at up-selling and cross-selling to prospects. Eager to leverage my acquired skills and training to contribute to the company's success and support the professional growth of my future colleagues. PROFESSIONAL EXPERIENCE Jun 2023 – present USA Sep 2022 – May 2023 USA Customer Support Specialist (Remote), Nomad Internet • Compiled detailed reports on all customer interactions using CRM software tools such as Zoho, Manage Engine, Zendesk, Fresh Desk. • Efficiently identified customer needs through active listening and questioning techniques. • Collaborated closely with other departments on issue resolution within established service level agreements. • Utilized strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work product. • Demonstrated excellent communication and interpersonal skills when interacting with customers on Live chats, over the phone, or via email. Used customer feedback to enhance existing service offered. • Liaising with the Product team in providing report analysis of trends in customer behavior and user experience. Microsoft Customer Support Engineer (Remote). Upwork Receive an influx of inbound calls and make outbound follow-up calls to ensure resolution to customers complaints. Collaborate with the product team to discuss ideas, problems and needs of customers. Troubleshoot technical issues on the app and provide necessary, quality assistance. Identify the needs of customers and guide them on the use of special features on the Microsoft 365 services. Meet weekly and monthly ticket targets and resolution. Maintain and document escalations and customer interaction. Sep 2021 – Sep 2022 Lagos, Nigeria Microsoft Customer Support. Tek Experts • • Management of Rave ticketing System and meeting daily ticket targets. Join an effort to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements. Persuading customers to purchase companies’ products by cold-calling at least100 contacts daily. Provide follow-up reports (technical findings, feedback, resolution steps taken), operational assessment, and process improvement initiatives. Tracking customer experiences across online and offline channels. Collaborating with other teams to enhance brand awareness. Analyzing customer feedback on product ranges and new releases, as well as preparing reports. CAREER ACHIEVEMENTS • Established a cross-departmental collaboration initiative, effectively working with product development teams to resolve complex customer issues. This resulted in a 30% decrease in escalated cases and enhanced overall customer experience. • Received company-wide recognition for consistently handling customer feedback with professionalism and efficiency, resulting in a 15% improvement in customer satisfaction ratings over a six-month period. Maintained an average of 97% customer satisfaction rating and 95% rating on Quality Assurance report on Calls, emails and live chats. EDUCATION 2012 – 2018 Akure, Nigeria Sep 2002 – Jul 2008 Lagos, Nigeria Bachelor of Technology, Federal University Of Technology, Akure. West African Senior School Certificate Examination, Progressive Victory College SKILLS Communication Skills Problem solving Pitching & Sales closing Active Listening Empathy Persuasion and Negotiation Skills Critical Thinking Customer Relationship Management User Experience and Data Analysis CERTIFICATES Customer Service Professional (CCSP) West African Association of Customer Service Professionals (WAACSP) Microsoft Identity and Compliance Management Microsoft Oracle Cloud Infrastructure Oracle Attention to Detail Proficiency in MS Office and CRMs