TOWOLAWI DANIEL OLUWAGBEMILEKE
Customer Support Associate
Lagos, Nigeria https://www.linkedin.com/in/danieltowolawi/
CORE COMPETENCIES
Technical Support & Troubleshooting for SaaS Platforms
Customer Relationship Management & Retention
CRM Ticketing & Case Management (HubSpot, Zendesk, Freshdesk, Zoho)
Escalation Handling & SLA Compliance
Process Improvement & KPI Achievement
Cross-Functional Team Collaboration
Knowledge Base & Training Material Development
Operational Reporting & Data-Driven Insights
Time Management & Prioritization
Agile, Scrum & Lean Six Sigma Methodologies
Client Communication & Stakeholder Engagement
Proactive Customer Success Strategies
TECHNICAL SKILLS
CRM Platforms: HubSpot, Zendesk, Freshdesk, Zoho
Productivity Tools: Google Suite, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Collaboration Tools: Slack, Notion, Teams, Zoom, Trello, Asana
Reporting & Analytics: Google Sheets, KPI Dashboards, Digital Filing Systems
SOFT SKILLS
Communication – Explains technical issues clearly to clients and team members, both verbally and in writing
Active Listening – Pays close attention to customer needs to provide accurate solutions
Problem-Solving – Quickly identifies root causes and delivers effective resolutions
Attention to Detail – Ensures all case documentation and CRM entries are accurate
Time Management – Prioritizes tasks to meet tight deadlines and SLA requirements
Adaptability – Adjusts to new systems, processes, and customer needs in fast-paced settings
Collaboration – Works well with cross-functional teams to resolve customer issues
Empathy – Understands customer frustrations and responds with patience and care
Compliance Awareness – Follows company policies and regulatory guidelines in all interactions
Process Improvement – Identifies and implements changes that reduce turnaround times and improve service quality
Customer-Centric Mindset – Focused on delivering positive customer experiences
Executive Presence – Maintains professionalism in all communications, including with senior stakeholders
Data-Driven Decision Making – Uses analytics to inform support strategies and improvements
Leadership – Guides team initiatives and supports colleagues in achieving shared goals
Change Management – Helps teams adapt to new tools and procedures
Relationship Building – Develops strong, productive relationships with clients and internal teams
Organizational Skills – Keeps track of multiple cases, deadlines, and priorities
Quality Focus – Strives for high standards in service delivery
CERTIFICATIONS
Customer Relationship Professional - Remote Fasiti
Project Management Foundations - Project Management Institute (PMI®)
Agile Project Management - Project Management Institute (PMI®)
Scrum: Advanced - Project Management Institute (PMI®)
Six Sigma Green Belt - Institute of Business Analysts (IIBA®)
SUMMARY
Customer Support Specialist with 5+ years of experience delivering high-quality technical support and customer service in fast-paced SaaS and technology-driven environments. Recognized for resolving over 2,000+ customer cases with a 98% satisfaction rate, consistently exceeding KPIs for response and resolution times. Adept at troubleshooting, conflict resolution, and building trusted relationships with clients, while proactively identifying and addressing customer needs. Skilled in using CRM platforms, developing knowledge resources, and collaborating across teams to drive customer success and operational excellence.
EXPERIENCE
Senior Customer Support Specialist
REMOTE FASITI
2023-05 - 2025-10 Lagos, Nigeria
• Supported veterinary and SaaS customers across multiple channels, resolving 1,200+ cases with a 98% satisfaction rate and meeting all SLA targets for response and resolution times.
• Diagnosed and troubleshot technical issues for clients, documenting all actions in CRM systems with 100% accuracy and escalating complex cases as needed.
• Developed and maintained a scalable knowledge base, including articles, walkthrough videos, and GIFs, reducing repeat inquiries by 35% and enabling customer self-service.
• Monitored and analyzed trends in customer issues, providing regular reports to leadership and recommending process improvements that reduced average call resolution time by 20%.
• Built trusted advisor relationships with customers, proactively identifying risks and ensuring smooth onboarding and ongoing support.
• Collaborated with cross-functional teams to resolve escalated cases, improving SLA compliance and reducing unresolved tickets by 25%.
• Provided on-call support during nights and weekends for urgent customer issues, ensuring continuous service coverage.
• Created and updated operational dashboards, delivering real-time analytics to leadership and supporting data-driven decisions.
Selected Project Highlights:
• Implemented a CRM automation strategy that reduced client response times by 40% and improved customer satisfaction scores.
• Developed performance dashboards that cut reporting lag by 35%, enabling faster leadership decision-making.
• Led a cross-functional initiative to streamline escalation handling, resulting in a 25% decrease in unresolved cases and improved SLA compliance.
Customer Support Specialist
TELEO UNIVERSITY
2020-08 - 2023-02 Lagos, Nigeria
• Resolved over 800+ customer account inquiries monthly, maintaining a 97% resolution rate and ensuring accurate documentation in CRM systems.
• Provided technical support and clear explanations of account status, adhering to compliance standards and improving customer understanding.
• Tracked deliverables and monitored deadlines for customer service projects, increasing execution efficiency by 30% and supporting timely case closure.
• Assisted with delinquent accounts, following regulatory guidelines and improving recovery rates by 18%.
• Helped create digital filing systems that improved document retrieval speed by 20% and supported compliance audit readiness.
• Maintained professionalism and confidentiality in all customer and stakeholder communications.
• Collaborated with academic and administrative teams to align service delivery with organizational goals, increasing stakeholder satisfaction.
Selected Project Highlights:
• Implemented digital filing systems that improved document retrieval speed by 20% and supported compliance audits for customer documentation.
• Supported executive-led initiatives that improved alignment between academic and administrative functions, increasing stakeholder satisfaction.
• Contributed to the development of customer service training materials, reducing onboarding time for new team members by 25%.
EDUCATION
Doctor of Ministry (DMIN)
TELEO University (Affiliate Centre - Lagos)
Lagos, Nigeria
Master of Divinity (MDiv)
TELEO University (Affiliate Centre - Lagos)
2020 Lagos, Nigeria
Bachelor of Science (BSc.) Biochemistry
OOU, Ogun State
2016 Ogun State, Nigeria
