Nicole Olawunmi
Dallas,TX
Summary
Customer focused, detail-driven professional with experience in high volume case management, technical support and precise documentation. Trusted for clear communication, sound judgement and the ability to juggle priorities while staying accurate. I will be a great fit for this role because I build relationships quickly, resolve issues efficiently and deliver service with integrity. I would appreciate an opportunity to contribute to a culture built on integrity, empathy and doing what is right for customers while helping drive fair, timely claim outcomes.
Overview
8
8
years of professional experience
Work History
Customer Technical Advisor
Apple
08.2021 - Current
- Resolved 180+ technical issues weekly for apple devices with top customer satisfaction.
- Diagnosed software, hardware and connectivity problems, reducing repeat calls and improving customer retention.
- Maintained accurate documentation of all customer interactions in internal systems.
- Adapted communication for diverse customer skill levels, enhancing customer satisfaction.
- Monitored and prioritized support tickets, ensuring prompt responses based on urgency and business impact.
- Investigated security incidents by analyzing server and device log files to identify potential threats.
Customer Support Specialist
Amazon
03.2018 - 07.2021
- Resolved high volume customer inquiries; including billing disputes, defective products and service issues while maintaining empathy and professionalism.
- Assisted customers via phone, chat and email with orders, deliveries, returns, refunds and account questions.
- Achieved first-call resolution for most issues and escalated complex cases to appropriate support channels.
- Worked with cross-functional teams (shipping, marketplace, and tech support) to resolve complex cases.
- Assessed customer needs and recommended personalized solutions to support confident, well‑informed decisions.
Education
Bachelor of Arts - Communications
Olabisi Onabanjo University
Ogun State, NigeriaSkills
- Ticketing & Time Management
- Collaboration & Teamwork
- Communication
- Documentation Review & Analysis
- Problem Solving & Investigative Skills
- Conflict Resolution
- CRM Tools & Microsoft Suite
Timeline
Customer Technical Advisor
Apple
08.2021 - Current
Customer Support Specialist
Amazon
03.2018 - 07.2021
Bachelor of Arts - Communications
Olabisi Onabanjo University