Hi, I'm Adebola
Client Support Specialist & Operations Coordinator
AI-Assisted Operations · Multi-Model Verification · Customer Success
1,000+ tickets resolved · SLA-driven support · Zendesk, HubSpot & Freshdesk · Remote operations
Caught a broken account-handling process across multiple campus sales points while leadership was offline — escalated cleanly across time zones, structured the recovery timeline, and tracked it through to full resolution with zero panel escalation. Documented, SLA-respecting, no drama.
3+ years. 1,000+ tickets processed. 200+ accounts onboarded. Zero unresolved escalations.
Case study
Multi-Campus Compliance Issue — Surfacing & Resolution Support
Role: Administrative / helpdesk support officer. I identified and helped resolve the issue — final decisions sat with leadership.
Application card sales across multiple campuses had an unauthorized process embedded in the workflow. Leadership was abroad. Upper management was pressing for immediate escalation.
- Surfaced the issue to direct command and upper management while leadership was abroad, helping coordinate communications across time zones
- Helped structure a clear recovery deadline and tracked it through to full payment
- Documented all communications for institutional protection and audit trail
Issue resolved without panel escalation. Process subsequently standardized across locations.
Proof of work
Real work. Real tools. Real results.
Automated Support Ticket Triage & Alert System (Self-Initiated)
Self-built proof-of-concept Zapier automation connecting Gmail, Google Sheets, and Slack. Captures every incoming support email, logs it to a centralized tracker with timestamp, sender, subject and status, and fires a real-time Slack alert to the team channel. Skill-proof project — not a paid client engagement — tested successfully end-to-end.
CEO Travel Expense Tracker
Built an automated CEO travel expense tracker with a SUMIF budget dashboard for a December 2025 multi-city executive itinerary. Tracked 11 trips across Canada, Texas, and New York against a $15,000 ceiling. Flagged a $750 budget overrun before month-end close — enabling leadership to adjust spend proactively, not discover it retroactively.
Founder Inbox & Calendar Audit (Self-Initiated Practice Project)
Self-initiated practice project — not a client engagement. Built a methodology for auditing a seed-stage founder scenario: an 847-email backlog and a 23-meeting weekly calendar. Demonstrates a 4-label priority system and time-blocked focus periods.
Exam & Event Scheduling
Coordinated individual student exam unit scheduling across multiple daily sessions at institutional level with zero conflicts.
High-Volume Ticket Management
Processed 1,000+ tickets over 7 months at iSON Xperiences (M-KOPA Support). Chat & email queues with SLA compliance.
Student Records & Admissions
Operated Iconic University's admissions portal — applications, programmes, statuses, referral sources and payment verification.
Student Follow-Up Tracker
Built and maintained an Unregistered Admitted Students sheet tracking IDs, contacts and follow-up dates.
Mass Follow-Up Campaigns
Sent organised, professional follow-up reminder emails to 25+ students per batch via institutional Gmail.
First-Line Technical Support
Resolved account access and technical issues for 50+ students, escalating complex cases with full documentation.
Automation case study
Automated Support Ticket Triage & Alert System
Self-initiated skill-proof project · not a paid client engagement
A self-built proof-of-concept Zapier automation connecting Gmail, Google Sheets, and Slack. Every incoming support email is captured, logged to a centralized tracker with timestamp, sender, subject and status, and fires a real-time Slack alert to the team channel. Tested successfully end-to-end.
Featured case study
CEO Travel Expense Tracker
Built an automated CEO travel expense tracker with a SUMIF budget dashboard for a December 2025 multi-city executive itinerary. Tracked 11 trips across Canada, Texas, and New York against a $15,000 ceiling. Flagged a $750 budget overrun before month-end close — enabling leadership to adjust spend proactively, not discover it retroactively.
Why teams work with me
Customer support meets operational execution — that's where I do my best work.
I've held the line in high-volume support environments — fintech merchant accounts, institutional admissions, and multi-channel ticket queues. I approach every conversation with the HEART principle: Hear, Empathize, Apologize, Resolve, Thank. But I also look past the ticket in front of me to the process behind it — so future customers get a better experience, and the team stops fielding the same issue twice.
How we work together
From backlog to SLA-clean — in 30 days.
I get into your ticketing stack (Zendesk, Freshdesk, HubSpot — whichever you run), map current SLA targets, escalation paths, and recurring case types.
Picking up tickets, owning escalations, and documenting recurring issues into your knowledge base. SLA targets are the baseline, not the goal.
Weekly review of FRT, resolution time, and recurring case patterns. By day 30, your queue is cleaner, your SOPs are tighter, and handoffs to engineering or partner teams are crisp.
How I think & work
Self-assessed work style
Snaphunt psychometric assessment — a self-administered profile of how I approach thinking, executing, connecting, and progressing on the job.
Technical proficiency
Tools I work with.
Zendesk, Freshdesk, HubSpot, Google Workspace, Microsoft 365, Asana and Trello — the stack modern support and operations teams run on.
Work history
Where I've delivered.
- Processed and screened 200+ student admission applications against institutional requirements; approved qualifying applicants and followed up on incomplete or ineligible submissions to resolution
- Onboard and train new students on the iCampus platform, walking them through account setup and core features to ensure a smooth first-week experience
- Coordinated virtual test scheduling for 20+ students simultaneously across multiple time zones via Google Calendar — 100% on-time delivery, zero scheduling conflicts
- Maintained and updated student records, correspondence logs, and administrative reports in Google Sheets; managed document filing with high accuracy across multiple active programmes
- Served as campus Finance Officer: reviewed and approved Payment Request Forms (PRFs) before disbursement; submitted financial reports on materials and resources under direct management
- Resolved account access and technical support issues for 50+ students with zero unresolved escalations; handled enquiries via email and calls with professional response standards
- Designed and maintained a student follow-up tracker in Google Sheets; executed mass follow-up email campaigns to 25+ students per batch, tracked and logged per campaign
- Processed 1,000+ support tickets via chat, email and phone for accounts across M-KOPA's merchant- and agent-distributed B2B network, consistently meeting SLA targets for First Response Time and resolution time
- Investigated and resolved account, payment, device, and service-related issues for B2B partner accounts; escalated complex cases with full documentation and tracked through to resolution
- Built a knowledge repository for recurring account issues and troubleshooting procedures, reducing case resolution time and improving handoffs to technical and partner-facing teams
- Independently onboarded to Freshdesk, Slack, and internal CRM systems within 48 hours — fully operational with minimal supervision from day one
- Maintained consistent service quality and professional response standards across all partner touchpoints during high-volume periods
- Assisted in statistical data collection, entry, and record organisation for formal reporting, maintaining high accuracy under institutional supervision
- Supported administrative coordination and office operations including document management and clerical tasks; gained foundational experience in structured data handling and professional reporting
Leadership & Governance
Rotaract Club — board, secretariat & projects.
Additional governance and operations experience from multiple elected and appointed roles.
- Provided strategic leadership and governance oversight as a member of the Board of Directors
- Coordinated executive meetings, prepared agendas, documented outcomes, and tracked follow-up actions
- Managed stakeholder communications across members, partners, volunteers, and community organizations
- Led cross-functional projects end-to-end — coordinating resources, timelines, and team activities
- Organized events, community initiatives, and volunteer programs requiring detailed scheduling and logistics coordination
- Maintained official records, meeting documentation, reports, and organizational correspondence as Club Secretary
- Supported leadership succession planning, operational continuity, and strategic decision-making as VP and IPP
Availability & Fit
How I show up.
Let's talk about your support queue.
Tell me where SLAs are slipping, escalations are stalling, or operations feel messy — I'll reply with how I'd clean it up. No pitch, no pressure.