Sherif Adegoke
Lagos, Nigeria
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Professional Summary
A highly proficient and empathetic Customer Support Specialist with core expertise in
delivering exceptional multichannel technical and account management support. Proven
ability to not only resolve complex technical and billing issues but also to diagnose
underlying causes, prevent future problems, and ensure every client feels valued. Skilled in
leveraging platforms like Zendesk, Freshdesk, and Salesforce to streamline support
operations. A proactive partner dedicated to improving customer experience, protecting
brand reputation, and providing actionable feedback to internal teams.
Core Competencies
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Customer Support: Multichannel Support (Email, Live Chat, Ticketing system),
Customer Retention, Account Management, Empathetic Communication, Deescalation Techniques
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Technical Skills: Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot CRM,
Order Management Systems
•
Key Strengths: Complex Problem Resolution, Process Improvement, Root Cause
Analysis, Feedback Provision, Quality Assurance
•
Professional Experience
Senior Customer Support Specialist Sparklean Laundromat| Remote | June 2020 –
Present
•
Managed a high-volume queue of customer inquiries across email and live chat
(Zendesk), consistently maintaining a customer satisfaction (CSAT) score above
95%.
•
Diagnosed and resolved complex technical and billing issues, reducing repeat
contacts thorough root-cause analysis and proactive education.
•
Acted as a primary point of contact for key accounts, providing white-glove service
and strengthening client relationships to improve retention.
•
Identified recurring customer pain points and delivered structured, actionable
feedback to the product development team, leading to two key UI improvements
that decreased related support tickets
•
Mentored three new junior support agents on best practices for empathy, efficiency,
and tool mastery within the Zendesk environment.
Customer Support Representative ipNX Nigeria Limited| January 2018 – June 2020
•
Provided first-line technical and account support via phone and email using
Freshdesk, effectively resolving an average of 40+ tickets daily.
•
Became the team subject-matter expert on order management and subscription
billing, handling all escalated cases for these areas.
•
Recognized as Employee of the Quarter twice for demonstrating exceptional
problem-solving skills and a commitment to customer success.
Education
Bachelor of Science in Applied Physics
University Of Lagos | Nigeria | May 2017
Professional Certification
Customer Success Fundamental
Provider: CustomerSuccessU
Issued: September 2025 - Expires: September 2026
Certification ID: 3pnkmswfbd
