SHOPEYIN KOLADE
Customer Support Representative | Sales REP.
Lagos
Summary
Dedicated to delivering outstanding customer satisfaction through exceptional service and unwavering support. Expertise in leveraging customer service best practices while identifying and implementing tailored solutions to meet diverse customer needs. A proactive approach ensures every interaction is efficient and fosters long-term relationships. Passionate about enhancing the customer experience and driving organizational success through a commitment to excellence.
Overview
12
12
years of professional experience
4039
4039
years of post-secondary education
1
1
Language
Work History
Social Media & Community Manager
SolWatch
Chennai, Indian (Remote)
01.2021 - 01.2025
- Scaled the SolWatch community from early-stage to 10,000+ active users by developing high-engagement strategies on Telegram and X (Twitter), maintaining a 24/7 presence during peak Solana market volatility.
- Spearheaded the creation of "Alpha" content, translating complex on-chain wallet movements into digestible daily threads that increased organic social reach by 150% month-over-month.
- Acted as the primary bridge between the engineering team and 5,000+ daily active traders, synthesizing user feedback to help refine the wallet-alert UI and onboarding users to the bot’s technical features.
- Protected community integrity by implementing rigorous anti-scam protocols and providing real-time support during network congestion, maintaining a 95%+ positive brand sentiment rating.
- Coordinated cross-promotional campaigns and live AMAs with leading Solana projects and influencers, resulting in a 40% increase in tool adoption within the first 6 months of the role.
Customer Service Representative
Tech Mahindra Business Services; Airtel NG
Ogun State, Nigeria
12.2016 - 12.2020
- Managed customer support through calls, emails, and live chat, tackling inquiries regarding network issues, billing, SIM services, and data plans with professionalism and empathy.
- Realized high customer satisfaction scores by diligently listening, quickly identifying problems, and providing effective solutions during first interaction.
- Oversaw average of 250 customer interactions daily while meeting performance targets including response time, call quality, and issue resolution.
- Guided customers through SIM registration upgrades and troubleshooting processes utilizing Airtel systems like CRM and self-service platforms.
- Engaged with team members and supervisors to escalate technical challenges and confirm timely follow-ups for unresolved cases.
Sales Manager
Fit N Inspire Venture
Ogun State, Nigeria
12.2013 - 04.2016
- Exceeded sales objectives by carefully selecting and training a dedicated sales team. Fostered a constructive work environment to boost motivation and performance. Prioritized target achievement through strong team-building initiatives.
- In addition to sales and management roles, facilitated improvements in boutique marketing strategies.
- Oversaw top-performing sales team to achieve regular overachievement of quarterly revenue objectives through effective sales strategy deployment and reinforcement of client connections.
- Devised and deployed extensive sales strategies, elevating market share and expanding customer base throughout multiple sectors.
- Mentored and instructed sales representatives to advance product knowledge and boost closing ratios, contributing to enhanced overall team performance.
Graduate Teaching Assistant
Ebonyi State College of Education
Ebonyi State, Nigeria
11.2012 - 11.2013
- Coordinated academic support initiatives for faculty and students, elevating overall learning experience through efficient communication and resource management.
- Contributed to creation and execution of research projects optimizing data collection, analysis, and report preparation.
- Directed administrative activities involving scheduling, managing correspondence, and maintaining records to improve departmental workflows.
- Organized study groups and tutoring sessions enhancing student comprehension and academic performance in complex subject areas.
- Worked alongside faculty to construct instructional materials and presentations ensuring adherence to curriculum objectives.
Education
MBA - Project Management
Global Banking School (GBS Malta)
St Julian, MaltaBachelor of Science - Soil Science And Land Management
Federal University of Agriculture, Abeokuta
Ogun State, NigeriaSkills
Effective visual communication using PowerPoint
Skilled in Microsoft Word document creation
Team collaboration
Customer engagement
Sales experience
Project coordination
Timeline
Social Media & Community Manager
SolWatch
01.2021 - 01.2025
Customer Service Representative
Tech Mahindra Business Services; Airtel NG
12.2016 - 12.2020
Sales Manager
Fit N Inspire Venture
12.2013 - 04.2016
Graduate Teaching Assistant
Ebonyi State College of Education
11.2012 - 11.2013
MBA - Project Management
Global Banking School (GBS Malta)
Bachelor of Science - Soil Science And Land Management
Federal University of Agriculture, Abeokuta