“First time in a long time that I have come here for help and have gotten it so quickly and am happy with the results...” Those were the exact words of a customer I recently assisted. My immediate thought? This must be someone who rarely contacts customer support. I was wrong. They had 10 support interactions in just two weeks. As someone passionate about improving customer experiences, I dug into their previous interactions to understand what had gone wrong. To provide quick resolutions, agents hadn't fully understood their concerns before attempting to solve them. The average first response time was about 6 minutes. For bot interactions, it was roughly 30 seconds. Impressive, right? Not quite. The customer spent another 20 minutes on average re-explaining their concerns, and by then, trust had already started to erode. So, even when those issues were eventually resolved, the experience had already left them unimpressed. This reinforced something I already believe in: You cannot effectively resolve a problem you haven't fully understood. When I handled their concern, I took a few extra minutes to ask questions, probe deeper, and understand exactly what they needed. The result was a complete and accurate resolution. They went on to say, “Efficient and effective!” with a 5-star customer satisfaction rating. ⭐ Here's the lesson I took away: Great customer support isn't just about reducing response times. It's about reducing customer effort, understanding the real problem, and delivering resolutions that build trust. That's the approach I bring to customer support and customer experience: listen carefully, investigate thoughtfully, and resolve effectively. If your team wants to improve customer satisfaction, reduce repetitive support interactions, and create experiences that make customers feel heard, let's connect.

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This screenshot captures feedback from a customer I supported. I’m happy I could make their experience smooth by communicating clearly, listening to their concerns, and helping resolve their issues efficiently. Throughout my career in customer support, I’ve always believed that great service starts with listening, clear communication, and a real desire to help. I achieve that by ensuring every customer feels heard, valued, and confident that their concerns are first understood and resolved efficiently. Looking for a customer support professional who puts your customers first? Let’s connect! Send me a message or reach out today, and let’s discuss how I can help improve your customers' experience.

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Cover image for I worked with Sourcify as

I worked with Sourcify as a customer service representative on a short-term project, helping scouted customers navigate the onboarding process from their initial inquiries through to successful onboarding. My responsibilities included responding to customer questions, providing clear and helpful information, explaining the next steps, and guiding customers through each stage of the process. I focused on making sure every customer understood what was required of them. This experience strengthened my skills in customer communication, query resolution, client relationship management, and onboarding support. My goal was to make the process as smooth, clear, and stress-free as possible while ensuring customers received timely assistance.

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I had the opportunity to work on the TechIn project in 2026 (https://lnkd.in/p/eFQZXC24)as a CRM instructor, where I supported hearing-impaired participants through practical training and guidance. Working closely with the participants and the team reminded me of how much a positive experience matters. When people feel heard, valued, and properly supported, it builds trust and encourages them to stay engaged. That's something I believe is at the heart of great customer service, customer satisfaction, and long-term retention.

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Michael Olakunori

Customer Support Specialist |Email, Live Chat & Social Media