Wasiu Busari
Bilingual Customer Service Representative @Foundever
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WORK HISTORY
Bilingual Customer Service Representative @Foundever
Delivered high-velocity technical support for cloud SaaS platforms, driving platform adoption and protecting client portfolio through exceptional customer retention.Key Results & Metrics:Achieved 85% first-contact resolution across 50+ weekly cases by troubleshooting hardware, software, and connectivity issues, exceeding team average by 15%Prevented $350k+ in potential churn through proactive check-ins with 25+ high-value clients monthly, sustaining 97% retention for assigned accountsEnsured 100% compliance with data privacy (General Data Protection Regulation/California Consumer Privacy Act) and regulatory standards during sensitive data handling (password resets, email configurations)Optimized knowledge base efficiency, reducing repeat inquiries by 30% through Salesforce documentation of 200+ support tickets and 15+ help articlesEscalated three critical issues to engineering via rigorous triage of complex technical problems, maintaining Service Level Agreement adherence for 98% of cases
EDUCATION
African Leadership Group through ALX
VIRTUAL ASSISTANT TRAINEESHIP, Business Administration and Management, General
University of Ibadan
Bachelor of Arts - BA, French
Ahmadu Bello University
Master's degree, Human Resources Management and Services
African Leadership Group through ALX
AFRICA CAREER CATALYST - CAREER & LEADERSHIP TRAINING, Organizational Leadership
ABOUT WASIU BUSARI
Bilingual Sales Development Professional Leveraging over 5 years of diplomatic…
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