MICHAEL OLADUNJOYE
Customer Service & Support Representative
Lagos
Summary
Support professional turning high-volume questions into clear answers across reception and classroom environments. Uses Zendesk, Freshdesk, Salesforce, and HubSpot to log 75+ cases per week, route cases, and keep follow-up organized, aligning closely with Customer Support Specialist work. Strengthens service quality through calm de-escalation and precise communication in English and Yoruba.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Front Desk Receptionist (Customer Support)
Royal Crown Hotel
01.2015 - 01.2019
- Resolved 50+ guest requests daily at first contact, cutting escalations to management.
- Cut guest wait times during peak hours by triaging and prioritizing concurrent requests.
- Grew repeat visits by calmly de-escalating frustrated guests under pressure.
- Reduced misrouted requests by accurately logging and routing inquiries to the right department.
Teaching Staff
Crimson College
01.2020 - 01.2024
- Cut repeat questions from students & parents by simplifying complex information clearly.
- Resolved conflicts at first contact, avoiding escalation under time pressure.
- Kept accurate, up-to-date records enabling consistent follow-up for a large group.
- Sustained smooth daily operations by adapting quickly to new systems and procedures.
Teaching Staff
Star Spring School & Matonie Private School
01.2009 - 01.2015
- Delivered clear instruction and calm, first-contact conflict resolution across two schools over 6 years.
- Built the organization and communication habits that carried directly into support-focused work.
Education
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Moshood Abiola Polytechnic
01-2016
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United Senior High School
01-2009
Skills
First-contact issue resolution & de-escalation
Escalation handling & accurate documentation
High-volume request management under time pressure
Cross-functional collaboration
Customer relationship management
Customer service metrics
Ticket management systems
Queue prioritization
Knowledge base use
Complaint handling
CRM systems
Ticketing systems
Call handling
Customer satisfaction tracking
Service level agreement monitoring
Case management
Quality assurance
Knowledge base article writing
Workforce scheduling
Root cause analysis
Live chat support
Help desk software
Certification
Customer Support Tools Training — AQ Skill (2026): Zendesk, Freshdesk, Tidio, Salesforce, HubSpot, Zoom, Slack, Microsoft Teams, Google Workspace
TECHNICAL TRAINING
Customer Support Tools Training — AQ Skill (2026): Zendesk, Freshdesk, Tidio, Salesforce, HubSpot, Zoom, Slack, Microsoft Teams, Google Workspace
Timeline
Teaching Staff
Crimson College
01.2020 - 01.2024
Front Desk Receptionist (Customer Support)
Royal Crown Hotel
01.2015 - 01.2019
Teaching Staff
Star Spring School & Matonie Private School
01.2009 - 01.2015
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United Senior High School
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Moshood Abiola Polytechnic