Olushola Ejiade

Customer-focused Customer Service Representative with 5+ years of experience delivering high-quality support across transportation, automotive, and technology-driven environments. Experienced in handling high volumes of calls, emails, and chats, resolving complex customer and technical issues, and providing tailored solutions that improve satisfaction and retention. Strong communicator skilled in active listening, troubleshooting, CRM, escalation management, and cross-functional collaboration.

Proven ability to maintain high service standards, reduce resolution times, and support continuous improvements in customer experience and service delivery.

Customer Support Specialist at MANITOULIN TRANSPORT (2021-11 – Present)

Customer Support Specialist responsible for providing high-volume customer support, resolving inquiries and complex issues, researching customer needs, and delivering tailored solutions while maintaining strong customer satisfaction and service standards.

• Handle an average of 20+ calls and 50+ emails/chats daily, maintaining an average handling time of 3.8 minutes.
• Serve as the first point of contact for clients, providing accurate information and helping reduce customer wait times and daily backlogs.
• Use active listening and effective questioning to understand customer needs and deliver tailored solutions.
• Resolve customer issues by researching information and collaborating with internal teams when escalation is required.
• Provide tutorials and demonstrations on MTdirect, helping clients understand and effectively use the company's business application.
• Analyze customer feedback survey data to identify satisfaction trends and opportunities for service and process improvement.
• Support the development of training materials and mentor new team members, contributing to improved team efficiency.

Customer Success Agent at WORKING SOLUTIONS (2025-01 – 2026-04)

Worked as a seasonal, part-time Customer Success Agent supporting TurboTax Canada during the peak tax season. In my first year, I worked as a Tier 1 agent, assisting customers with tax questions, account concerns, and technical issues. I was invited back for a second season without having to reapply and progressed to Tier 2, where I handled more complex issues and supported Tier 1 agents with problem-solving and issue resolution.

• Returned for a second tax season without having to reapply.
• Progressed from Tier 1 to Tier 2 Support in my second season.
• Supported TurboTax Canada customers with tax questions, account concerns, and technical issues.
• Handled more complex cases as a Tier 2 agent and helped Tier 1 agents find solutions.
• Used internal knowledge bases and support tools to investigate and troubleshoot customer issues.
• Developed strong active listening, problem-solving, and customer communication skills.
• Worked effectively in a high-volume seasonal environment while maintaining customer service and quality standards.

Masters in Information Technology – University of Lagos (2014-04 – 2016-01)

Bachelors in Computer Science – Bowen University (2007-09 – 2011-01)