Adewale Abiona

Experience

• 

  Unified Payments Nigeria

  Jun 2016 - Jul 2017

  IT Support Technician

  ▪ Conducted and managed over 100 Customer training and field support events.▪ Collaborated with cross-functional teams to implement system-wide improvements▪ Provided Onsite and online customer support to over 5000 users▪ Documented over 5000 users' support cases

• 

  MERCATOR TECHNOLOGIES

  Jun 2019 - Nov 2019

  CUSTOMER SUCCESS ENGINEER

  ▪ Collaborated on prioritization of product backlog. ▪ Collaborated with cross-functional teams to ensure that the product meets customer needs. ▪ Acted as the primary advocate for the customer, ensuring that their needs and expectations are represented in the development process.▪ Organized and handled over 30 Customer onboarding and training sessions. ▪ Provided customers with product and service information.▪ Managed and resolved customers' concerns, queries, and requests. Show less

• 

  Wolfgang In Lagos Restaurant

  May 2021 - Oct 2021

  Customer Support Representative

  ▪ Received and processed over 2000 customer orders via different channels- WhatApp, Instagram, and Telephone calls. ▪ Coordinated over 10,000 customer requests from start to finish. ▪ Set and managed customer expectations to ensure customer satisfaction.▪ Query management, dispute management, and resolution. ▪ Upsell products and services to customers to help improve the company’s bottom line.

• 

  Grapevine Innovations Limited

  Oct 2021 - Jan 2022

  Frontend Web Developer
• 

  Tek Experts

  Feb 2022 - May 2023

  Technical Support Engineer

  ▪ Provide phone, chat, and email-based technical support to customers ensuring customer satisfaction. ▪ Accurately document all work performed through the ticketing system including details and outcomes.▪ Ensure accurate and timely resolution of all assigned issues and escalate product bugs or unresolvable cases. ▪ Manage critical issues by setting customer expectations, devising and implementing action plans, and communicating with all stakeholders.

• 

  PressOne.Africa

  Jun 2023 - Aug 2023

  Customer Support Specialist

  - Provided phone, chat, and email-based customer support to ensure customer satisfaction. - Chat and email support using Help Scout.- Customer Onboarding and training.- Conducted demo sessions for prospective customers. - Accurately document all work performed through the ticketing system including details and outcomes.- Ensured accurate and timely resolution of all assigned issues and escalated product bugs or unresolvable cases. - Managed critical issues by setting customer expectations, devising and implementing action plans, and communicating with all stakeholders. Show less