Oyindasola Akintola

 PROFILE SUMMARY Customer Support Specialist with over 5 years of experience delivering exceptional service and driving operational improvements across support teams. Skilled in analyzing support data using Excel and SQL to uncover trends, optimize team performance, and enhance customer satisfaction. Proven ability to balance empathy with efficiency, improve support metrics, and contribute to data-informed decision-making. Adept at using CRM tools like Zendesk, Freshdesk, and HubSpot to streamline workflows and resolve complex issues. Now seeking to leverage both frontline experience and analytical insight in a remote Support Operations or Customer Experience role. CORE SKILLS & COMPETENCIES Customer Relationship management[CRM] Attention to details & Emphathy Multi-channel support[Phone,Email,Chat] Problem-solving & Conflict Resolution Product knowledge & Sales Support Business Development & Account Management Time Management & Process Optimization Team Leadership & Training Data Analysis & Reporting Trend Analysis PERSONAL PROFILE Ability to learn, pay attention to details and good interpersonal skills. Highly proactive with ability to work as team or sole players even under minimal pressure. Ability to perform work that is confidential in nature and handle large volume of work. PROFESSIONAL EXPERIENCE Customer Support Manager - HIGHVIBES Distribution | Remote | June 2025 As Customer Support Manager at HIGHVIBES, I lead the support operations that power a smooth and artist-focused music distribution experience. I manage a growing team, optimize tools and processes, and collaborate cross-functionally to ensure every artist receives fast, helpful, and transparent service. Key Responsibilities & Contributions: • Lead and develop a team of support agents by setting KPIs, coaching regularly, and promoting consistent service delivery. • Oversee resolution of issues including music release delays, ACRCloud blocks, royalty inquiries, and metadata corrections. • Streamline Freshdesk workflows and automate ticket routing to improve efficiency and reduce resolution time. • Maintain 95%+ SLA compliance while handling a high volume of artist support requests. • Draft and update artist-facing Help Center content to reduce repetitive inquiries and encourage self-service. • Collaborate with Content, Legal, and Finance teams to resolve escalated issues and enhance internal processes. • Deliver monthly reports and insights on artist satisfaction, churn risk, and ticket trends to leadership. • Drive continuous improvements in support quality, contributing to increased artist satisfaction and retention. Customer Support Specialist – Comforter Herbal | e-Commerce | 2024 - 2025 Customer Engagement & Proactive Support • Actively listened to customers to fully understand concerns and expectations. • Handled inbound and outbound calls. • Engaged with customers across multiple channels, including live chat, email, and phone support. • Created and shared knowledge base content on product usage, ingredients, and benefits. Issue Resolution & Problem-Solving • Responded promptly and empathetically to customer inquiries, ensuring swift resolution. • Identified pain points and implemented effective solutions to enhance customer satisfaction. • Collaborated with internal teams (sales, logistics, and quality assurance) to resolve product or service issues. Building Strong Customer Relationships • Fostered trust and loyalty by maintaining a friendly and professional approach. • Handled escalations with patience and professionalism, turning challenges into positive experiences. • Collected and analyzed customer feedback to improve service quality. Process Improvement & CRM Management • Used CRM tools to manage customer interactions, track inquiries, and optimize support processes. • Identified recurring issues and provided insights for product or service enhancements. • Development of FAQs and self-service resources to improve efficiency. • Assisted in data tracking and customer satisfaction analysis • Reduced ticket volume by 30% via root-cause analysis and proactive content updates. • Maintained 100% SLA compliance while handling high-volume multi-channel support. Business Developer– (Coca-Cola) Hellenic Nig. Bottling Company | 2018 – 2023 ❖ Managed new account creation & onboarding, ensuring seamless customer integration. ❖ Maintained strong customer relationships by providing support,information, and guidance. ❖ Conducted regular training sessions for new hires on customer handling and CRM tools. ❖ Collaborated with the sales team to improve customer experience & service delivery. ❖ Ensured high levels of customer satisfaction and issue resolution through proactive support. ❖ Prepared reports by collecting, analyzing, and summarizing key business insights. Tele-Sales/Customer Service Representative (Coca-Cola) Hellenic Nig. Bottling Company | 2020 – 2022 ❖ Contacted potential/existing inquiries customers, achieving 20% increase in sales. ❖ Provided brand recognition by leaving buyers with an excellent impression of the company. ❖ Ensured 100% compliance Service Level Agreement (SLA) and company policies. ❖ Addressed customer inquiries with professionalism, increasing retention & loyalty. ❖ Maintained accurate CRM records, improving follow-ups and customer engagement. ❖ Handled high-priority customer cases, maintaining professionalism and ensured resolution in a timely manner. ❖ Delivered exceptional support across phone, email, and chat, achieving 100% customer satisfaction rate. ❖ Stayed up to date with product knowledge, company policies and industry trends. Customer Service Representative - 3CHUB BRAND MANAGEMENT, Sango ota, Ogun State.2017 • Resolved product and service-related issues, ensuring customers received accurate information. • Provided presentations & product education to help customers make informed decisions. • Established relationships with customers to anticipate future needs & improve retention. • Worked with cross-functional teams to relay customer feedback and enhance product offerings. • Followed up on customer interaction to ensure resolution and satisfaction. • Assisted customers with order processing, account inquiries and troubleshooting technical issues. CERTIFICATION & TRAINING: 1. Customer Service Skills Alison 2. B2B Customer Success Management Alison 3. Principles of B2B Sales and Marketing Alison 4. Customer Service:Problem-Solving & Troubleshooting Linkedin Learning 5. IT Helpdesk for beginners Linkedin Learning 6. Generative AI for Customer Service Linkedin Learning 7. Workflow Specialist Asana 8. License to sell. Coca-cola Academy 9. Google IT Support Google TECHNICAL SKILLS CRM & Support Tools: Zendesk, Intercom, Hubspot, Freshdesk, Gorgias, Salesforce, Zoho, Slack, Trello, Asana, ClickUp. PRODUCTIVITY TOOLS Microsoft Excel,Microsoft Teams, Google calendar, Google Drive, Google sheet, Google slides,One drive, Calendly, Picktime, Dropbox, Loom. EDUCATION • M.sc banking & finance - University of Ibadan • Chartered Post-Graduate Diploma in Customer Relationship Management, CICRM. • B.Sc. (Ed) Economics - Osun State University, Oshogbo ADDITIONAL INFORMATION Available for full-time remote work (40 hours/ week) Strong passion for customer service & business growth. LINKEDIN PORTFOLIO REFEREES AVAILABLE ON REQUEST