Jadesola Smith

Customer and Technical Support professional with 5+ years of cross-industry experience spanning technology, retail, and healthcare, thriving in fast-paced, high-volume environments across phone, email, chat, and remote channels. Strong track record resolving issues across orders, delivery, returns, refunds, and account enquiries while maintaining service quality and SLA targets. Experienced with Salesforce, Zendesk, Jira, and Freshdesk.

Known for clear communication, ownership, and customer satisfaction. Fluent in English (C2). Valid residence permit in Portugal (no sponsorship required). Available immediately. Open to onsite, hybrid, and remote opportunities.

Flexible for shift-based schedules.

CUSTOMER EXPERIENCE MANAGER - JEWELS BY SMITH - Lisbon, Portugal

(2025-11)

• Delivered customer support across chat, email, and social media, handling product, order, payment, and delivery enquiries.
• Managed the full customer journey from first enquiry to post-sale support, returns, and issue resolution.
• Maintained accurate customer records, order tracking, and inventory updates to ensure smooth operations.
• Coordinated with suppliers and delivery partners to resolve delays and improve fulfillment efficiency.
• Used customer feedback and sales insights to improve service quality and increase repeat business.
• Increased repeat customer purchases by 40% through follow-up and retention strategies.
• Improved sales conversion by 35% through tailored recommendations and upselling.
• Reduced response times by 60% through faster support processes.
• Achieved 90% first-contact resolution for common customer issues.

CUSTOMER SERVICE REPRESENTATIVE - TELEPERFORMANCE - Lisbon, Portugal

(2023-04 - 2025-05)

• Delivered technical support via email, chat, and phone, addressing complex service and account-related issues in a fast-paced environment.
• Investigated and resolved customer-reported issues using structured troubleshooting techniques, escalating advanced cases appropriately to ensure timely resolution.
• Supported enterprise-level clients by managing orders, returns, billing queries, and documentation with 99% accuracy.
• Maintained detailed CRM records in Salesforce and Zendesk to ensure continuity of support and audit readiness.
• Partnered closely with sales, logistics, and internal operations teams to resolve issues efficiently and improve customer outcomes.
• Monitored KPIs and SLAs, consistently meeting performance targets for response time, quality, and customer satisfaction.
• Proactively identified recurring issues and contributed insights that led to measurable process improvements.
• Reduced order-related resolution time by 22% through workflow optimization.
• Improved customer satisfaction scores by 17% through clearer communication and proactive follow-up.
• Reduced billing and documentation errors by 15% by strengthening validation processes.

CUSTOMER SUPPORT SPECIALIST - PRIMEFIN - Kyiv, Ukraine

(2020-06 - 2022-02)

• Provided remote customer support via email and live chat, managing 25-35 cases per day with a strong focus on first-contact resolution.
• Supported technical and account-related enquiries, breaking down complex issues clearly and guiding customers with patience and clarity.
• Escalated complex issues effectively while maintaining ownership and communication throughout the resolution process.
• Updated and maintained CRM records to support accurate reporting and long-term customer success.
• Collaborated with internal teams to improve workflows and reduce repeat customer issues.
• Achieved a 92% same-day resolution rate.
• Contributed to a 15% increase in customer retention through improved support consistency.
• Reduced repeat queries by 20% by identifying root causes and improving documentation.

ACCOUNT MANAGER - TAIWO SMITH COSMETICS COMPANY - Lagos, Nigeria

(2012-08 - 2014-12)

• Served as a primary customer contact, resolving enquiries across phone and chat with empathy and professionalism.
• Explained product features clearly to customers, helping them make confident decisions and increasing satisfaction.
• Trained and supported new team members on service standards and customer communication.
• Maintained accurate customer records to support follow-ups and long-term relationships.
• Increased walk-in customer satisfaction by 20% through professional in-store support and faster issue resolution.
• Improved repeat customer retention by 25% through personalised service and strong relationship management.
• Increased in-store sales conversions by 18% through clear product recommendations and customer guidance.
• Reduced customer waiting time by 30% through efficient handling of enquiries and transactions.
• Maintained 98% accuracy in customer records, orders, and follow-up details.
• Supported team productivity by 15% through training new staff on service standards and store operations.

MASTERS IN PUBLIC HEALTH - Public Health - UNIVERSITY OF PORTO, FACULTY OF MEDICINE (2023-09 - 2025-11)

BACHELOR OF MICROBIOLOGY - Microbiology - LAGOS STATE UNIVERSITY (2013-09 - 2017-11)