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olamide-apantaku/README.md

Hi, I'm Olamide

I'm a Customer Support & Operations Professional with 5+ years of experience delivering high-quality support across BPO, Fintech, and Telecom environments.

I specialise in resolving complex customer issues, managing escalations, maintaining SLA compliance, and helping teams work more efficiently through process improvement and documentation.

What I Do

  • CRM Management & Ticket Resolution
  • Escalation Handling & SLA Compliance
  • CSAT & NPS Performance Tracking
  • Customer Onboarding & Retention
  • Process Improvement & Documentation
  • Remote Collaboration & Team Coordination
  • Agent Training & Mentoring

Tools & Platforms

CRM & Ticketing: Zendesk | Freshdesk | HubSpot | Zoho CRM

Productivity & Collaboration: Google Workspace | Microsoft Office | Slack | Zoom

Operations & Workflow: Notion | Trello | Airtable | Monday.com

Projects

Key Achievements

  • Maintained 95–100% SLA compliance
  • Achieved 40% increase in NPS within 4 weeks
  • Delivered 35% boost in CSAT over 2 months
  • Reduced AHT by 20% through process optimisation
  • Trained and onboarded up to 6 support agents

Contact

📧 apantakuolamide@gmail.com
🔗 LinkedIn

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  2. customer-journey-mapping customer-journey-mapping Public

    A comprehensive guide to mapping customer journeys across fintech, telecom and BPO support environments

  3. customer-service-case-studies customer-service-case-studies Public

    A collection of customer service case studies covering escalation handling, operational efficiency and agent onboarding

  4. customer-support-playbook customer-support-playbook Public

    A comprehensive guide to customer support operations, escalation handling, SLA compliance and ticket management

  5. fintech-support-knowledge-base fintech-support-knowledge-base Public

    A knowledge base covering common fintech customer support scenarios, KYC troubleshooting, transaction issues and account management

  6. support-sops support-sops Public

    A library of Standard Operating Procedures for customer support operations across BPO, Fintech and Telecom environments