Ibidapo Ibikunle
Technical Support Advisor Mentor @IntouchCX
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WORK HISTORY
Technical Support Advisor Mentor @IntouchCX
Winnipeg, MB, CA
Diagnose and resolve complex hardware, software, account security, and performance issues using structured troubleshooting methodologies• Guide customers through claims processes and device service options while ensuring policy compliance and adherence to privacy standards.• Maintain 90%+ CSAT by combining technical accuracy with empathy and clear communication.• Document cases thoroughly to ensure continuity, audit readiness, and adherence to quality assurance standards.• Serve as a mentor to new hires, providing coaching, performance feedback, and training on troubleshooting best practices.
EDUCATION
Ajayi Crowther University
Master of Business Administration - MBA, Business Administration and Management, General
University of Ado Ekiti
Bachelor's degree, Microbiology, General
UWinnipeg PACE
Advance Business Management Program, Applied Project Management, Emerging Leaders & Management
SKILLS
ABOUT IBIDAPO IBIKUNLE
I am a technical support and financial services professional with over 10 years of experience in corporate banking, regulatory compliance, and customer support operations. My career has advanced through roles that demand accuracy, sound judgment, and consistent service delivery in regulated environments.I began in branch operations and corporate banking, where I managed client portfolios, conducted compliance reviews, and supported clients with structured financial solutions. As a Corporate Banking Relationship Manager, I collaborated with cross-functional teams to expand product portfolios and contributed to consistent growth in my clients’ businesses. My work focuses on understanding client needs, applying regulatory standards, and fostering long-term partnerships grounded in trust.Currently, I serve as a Level II Technical Support Advisor and Mentor, handling complex issues such as account recovery, identity verification, activation lock, warranty coordination, and software troubleshooting. I consistently achieve over 90% customer satisfaction while ensuring compliance with privacy, documentation, and quality standards in a high-volume environment.In addition to technical support, I mentor new advisors and support continuous improvement by reinforcing structured troubleshooting and communication standards. My background in regulated financial services strengthens my ability to handle sensitive information and apply policy with fairness and consistency.I hold an MBA and have completed advanced studies in Business Management, Applied Project Management, and Emerging Leadership through the University of Winnipeg’s PACE program. I am interested in opportunities that combine technical problem-solving, regulatory awareness, and client service leadership.Outside of work, I enjoy sports, learning new skills, and exploring entrepreneurial ideas.I value clarity, accountability, and steady execution in the work I do.Let’s connect.
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