Adedamola Folasade
Houston,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Online Help Analyst
MTN Communications
11.2023 - 11.2025
- Provided tier-1 support through various communication channels, enhancing user satisfaction and experience.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Maintained detailed documentation of troubleshooting processes and resolutions for knowledge base updates.
- Collaborated with cross-functional teams to streamline support workflows and improve response times.
Customer Support Associate
DHL Express
01.2020 - 10.2023
- Resolved customer inquiries through various channels, ensuring timely and accurate information delivery.
- Collaborated with cross-functional teams to address complex shipping issues, enhancing overall service quality.
- Trained new associates on company protocols and customer support software, fostering a knowledgeable team environment.
- Implemented process improvements that reduced response times for customer queries, increasing satisfaction ratings.
- Managed escalated customer complaints effectively, restoring trust and loyalty through resolution strategies.
- Analyzed customer feedback data to identify trends and recommend actionable solutions for service enhancement.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
Customer Service Representative
Giglogistics
02.2016 - 09.2019
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Managed inquiries and resolved complaints using CRM software to enhance customer satisfaction.
- Collaborated with team members to streamline processes, improving response times for customer requests.
- Trained new employees on company policies and customer service best practices to ensure consistent service quality.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Bachelor of Science - Microbiology
Bowen University
Skills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Attention to detail
- Problem-solving
- Excellent communication
- Teamwork and collaboration
Timeline
Online Help Analyst
MTN Communications
11.2023 - 11.2025
Customer Support Associate
DHL Express
01.2020 - 10.2023
Customer Service Representative
Giglogistics
02.2016 - 09.2019
Bachelor of Science - Microbiology
Bowen University