Oladotun Iretiola Agbadaola
Service Desk Support Officer
Summary
Dynamic professional with extensive experience at Trust Payments, excelling in 1st line support. Proven track record in managing support tickets and ensuring SLA compliance. Demonstrates strong problem-solving abilities and fostering teamwork in resolving complex gateway and acquiring service issues, onboarding clients, and ensuring timely resolution of support tickets. Adept at communicating technical information clearly to diverse stakeholders, fostering strong client relationships, and contributing to team success through effective leadership and cross-functional collaboration. Holds an MSc in Business Management and is proficient in tools such as Zendesk and MS Office for support operations, reporting, and transaction analysis.
Overview
5
5
years of professional experience
Work History
Service Desk Support Officer
Trust Payments
08.2024 - Current
- Deliver 1st line technical and application support to merchants using Trust Payments POS terminals and online payment platforms.
- Resolve issues related to both gateway and acquiring services with a deep understanding of the end-to-end transaction flow. Guide merchants through their settlement breakdowns, explaining associated charges in detail and providing Excel-based reports for better clarity.
- Manage Zendesk support tickets, accurately recording inquiries and actions taken.
- Onboard new merchants and create billing profiles, ensuring seamless integration with payment systems.
- Escalate complex or urgent issues to the appropriate technical or operational teams promptly and effectively.
- Maintain customer satisfaction by providing clear, tailored solutions and managing merchant expectations.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Consistently meet SLA requirements while handling a wide range of application and transaction-related queries.
Support Worker /Junior Administrative Officer
Eden Futures
02.2023 - 06.2024
- Assisted service users with daily living needs to maintain self-esteem and general wellness.
- Provided administrative support and maintained accurate records on health, wellbeing, and service activities.
- Adapted quickly to changing work environments while maintaining high levels of productivity and professionalism under pressure.
- Helped service users manage and reach individual goals, supporting independent progression and social skills.
- Assisted service users in accessing available resources such as housing options, financial supports, and healthcare services.
- Developed strong rapport with service users by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Administered assessments to identify clients' needs and establish treatment plans.
- Assisted service users in identifying community resources and connecting with appropriate services.
Lead Marketing Executive /Customer Service Executive
Princeps Credit Systems Ltd.
06.2020 - 09.2023
- Planned and executed events and marketing programs to increase qualified leads.
- Oversaw a team of six marketing executives, promoting continuous improvement, enhancing processes and reducing costs as head of highly efficient and profitable group.
- Collaborated closely with sales teams to ensure alignment between promotional activities and revenue goals.
- Analyzed market trends to identify new opportunities for growth, driving the expansion into untapped markets.
- Provided customer support and guided clients through loan processing and eligibility assessments.
- Built long-term relationships through effective communication and high-quality service.
- Planned and executed marketing campaigns to target groups, areas and wider community.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Directed hiring, training and performance evaluations for marketing and sales staff and supervised daily activities.
Education
Master of Science - Business Management
University of Hull
Hull, United Kingdom 04.2001 -
Bachelor of Science - Industrial Relations And Personnel Management
Osun State University
Nigeria 04.2001 -
Skills
Client support
Operational assistance
Candidate sourcing
Customer service ticketing management
SLA compliance in issue resolution
Effective escalation management
User support and troubleshooting
Merchant Onboarding & Billing Setup
Microsoft Office proficiency
Teamwork and collaboration
Multitasking Abilities
Time management abilities
Phone etiquette
Record keeping
Analytical thinking
Timeline
Service Desk Support Officer
Trust Payments
08.2024 - Current
Support Worker /Junior Administrative Officer
Eden Futures
02.2023 - 06.2024
Lead Marketing Executive /Customer Service Executive
Princeps Credit Systems Ltd.
06.2020 - 09.2023
Master of Science - Business Management
University of Hull
04.2001 -
Bachelor of Science - Industrial Relations And Personnel Management
Osun State University
04.2001 -
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