Toyosi Ojo

 TOYOSI OJO Email:-| Phone: - | Location: Atherton Road, Wigan, United Kingdom PROFESSIONAL SUMMARY Customer Support Specialist with over 5 years of experience providing exceptional service and resolving customer issues in a timely manner. Skilled in managing support tickets, troubleshooting, and collaborating with cross-functional teams to ensure a seamless customer experience. Known for excellent written communication, attention to detail, and the ability to handle complex escalations. Passionate about contributing to the success of high-growth teams and continuously improving customer support processes. Key Skills: • Customer Service Excellence • Conflict Resolution & Problem-Solving • Multi-channel Support (Phone, Email, Live Chat) • Microsoft Office 365 Advanced Proficiency • Technical Support & Troubleshooting • User Training & Education • File Formats: TXT, CSV, XML, Excel • Time Management & Multitasking • Process Improvement & Continuous Learning • Attention to Detail & Data Integrity EXPERIENCE: Asher Corporation Ltd. (Remote) Technical Support RepresentativeJan 2024 – Jun 2024 • Supported over 100 customer inquiries daily, utilizing technical troubleshooting skills to resolve software and product-related issues. • Used Intercom to manage and track support tickets, ensuring each issue was resolved promptly and efficiently. • Guided customers through complex technical issues and ensured they understood the resolution process, reducing repeat issues by 10%. • Collaborated with the Customer Success team to identify patterns in customer issues and worked on solutions to prevent future problems. • Assisted customers with product installations and configurations, providing clear instructions and following up to ensure successful implementation. • Updated the knowledge base with new troubleshooting steps, enhancing the support documentation for future inquiries. • Analyzed and prioritized incoming support tickets, ensuring that high-priority issues were resolved swiftly. • Coordinated with the technical team to resolve issues related to product features and system enhancements. Phison Rivers (Remote) Customer Support SpecialistJan 2022 – Feb 2023 • Acted as the first point of contact for 70+ daily customer inquiries, resolving issues across multiple channels (phone, email, live chat). • Identified and escalated complex issues to the appropriate teams, ensuring efficient resolution and maintaining customer satisfaction. • Provided in-depth troubleshooting and technical support for product-related issues, offering detailed solutions to customers. • Contributed to the improvement of FAQs, reducing repeat customer inquiries by 15%. • Managed multiple support tickets simultaneously, ensuring timely responses, proper escalation, and detailed documentation. • Worked with the Customer Success team to create customer support workflows that improved response time by 20%. • Provided feedback to the product team to enhance user experience based on recurring customer issues. • Maintained accurate records of customer interactions, ensuring data integrity for future reference. Surveyors Council of Nigeria Client Services Associate Jan 2021 – Dec 2022 • Delivered exceptional customer service by handling over 60+ daily inquiries, troubleshooting and resolving technical and non-technical issues. • Maintained a high case resolution rate and customer satisfaction scores by providing quick fixes or escalating issues where needed. • Assisted in process improvements by suggesting and implementing enhancements to the support documentation and FAQs. • Worked with cross-functional teams to troubleshoot and resolve product issues, ensuring a seamless experience for the end-users. EDUCATION • B.A. History and International Studies Bowen University, Nigeria |- • Master’s in Human Resources University of Salford |- CERTIFICATIONS & TRAINING • Technical Support Training • Fluent in English, with exceptional verbal and written communication skills. • Familiar with various customer service software, including CRM platforms and Microsoft Office 365.