Olalekan F.

Customer Service I Tech Support I CRM Specialist

You don’t need another support agent. You need someone who can resolve technical issues fast, protect revenue, and keep customers loyal, without constant supervision. I help SaaS and service-based companies reduce churn, recover overdue revenue, and maintain seamless customer communication. In my current remote role with STC Technologies, I resolve 95% of technical support inquiries on the first contact and reduced overdue accounts by 20% by proactively fixing billing gaps before they escalated. That means fewer escalations, faster resolutions, and stronger cash flow. Previously supporting Teleperformance Nigeria on the Bolt account, I handled high-volume rider and driver issues in a fast-paced environment where response time and accuracy directly impacted platform trust. I consistently met qualitative KPIs while improving customer satisfaction and contributing feedback that informed client decisions. My expertise sits at the intersection of: Technical Support (VoIP, Yealink devices, app installs, call routing, user management) Billing & Accounts Receivable (payment processing, account updates, revenue recovery) Customer Retention & Conflict Resolution CRM documentation, reporting, and workflow optimization Earlier in my career at Apartment Royale Hotel & Suites, I helped drive a 40% revenue increase by improving service processes and strengthening the customer journey from first interaction to close. That commercial awareness still shapes how I support customers today — every ticket is both a service opportunity and a revenue decision. What working with me looks like: Clear, structured communication Fast issue isolation and resolution Proactive follow-ups before problems grow Accurate documentation and clean account records Independent execution with minimal oversight If you’re looking for someone who understands that support is not a cost center but a growth lever, we should talk.