Adefolake Mariam Olanrewaju
Verified Expert in Support and Operations
Support & Operations Expert
South Ockendon, United Kingdom
Toptal member since February 26, 2026
Mariam is a customer support and operations specialist skilled in resolving issues, optimizing workflows, and delivering high-quality, client-focused support. She thrives in remote environments and works seamlessly both independently and collaboratively to ensure efficient operations. Notably, Mariam led the transition from WhatsApp to Intercom for support at a startup, reducing response times by 40% and boosting team efficiency.
Expertise
- AI Tools
- Customer Support
- HubSpot Service Hub
- Intercom
- Microsoft Excel
- Operations Management
- Problem Solving
- Slack
Work Experience
Customer Support
Newthing Enterprises
- Managed 70+ daily customer inquiries via live chat and email, achieving a 95% first-contact resolution rate.
- Implemented structured response workflows that improved turnaround time during peak periods.
- Monitored and optimized digital ad leads, increasing engagement and conversion efficiency.
Customer Support
KiddiesDroid
- Coordinated 30+ daily appointments and visitor interactions, improving workflow efficiency in a high-traffic environment.
- Implemented structured documentation processes, boosting record accuracy by 25%.
- Resolved customer inquiries through structured communication systems, improving overall client satisfaction.
- Maintained and organized sensitive records, ensuring compliance and easy retrieval.
- Optimized front-desk procedures, reducing average wait time by 15%.
Customer Relations & Operations Manager
VRx Technologies
- Managed end-to-end processing of 180+ weekly customer orders for CCTV and vehicle tracking products, maintaining 100% shipment accuracy and documentation compliance.
- Coordinated cross-functionally with logistics partners to streamline dispatch operations, reducing delivery delays and improving turnaround time.
- Implemented structured order-tracking and documentation systems that reduced processing errors and improved operational efficiency.
- Monitored weekly sales operations and client communications, contributing to consistent revenue performance and repeat customer retention.
- Resolved high-volume customer inquiries and post-sale issues, maintaining strong client satisfaction in a fast-paced environment.
- Trained and guided team members on documentation standards and customer handling procedures, improving overall service quality.
Education
Master's Degree in Artificial Intelligence and Computer Science
Northeastern University - London
Bachelor's Degree in Mathematics
Ladoke Akintola University of Technology - Nigeria
Skills
Tools
HubSpot Service Hub, Intercom, Slack, Jira, Trello
Administrative Operations
Transcription
Productivity Suites
Google Docs, Microsoft Excel, Google Sheets, Spreadsheet Documentation
Professional Skills
Problem Solving, Data Annotation, Multi-tasking
CRM & Sales Tools
HubSpot CRM
Customer Support
Dispute Documentation
Documentation
Call Notes
Product Support
Troubleshooting
Other
AI Tools, Customer Support, Operations Management, Microsoft 365, Meta Ads, Analytical Thinking, Subtitling, MacOS, Statistical Analysis, Calculus, C++, Python, Advanced Programming, Machine Learning, LaTeX, Ethics, Data Visualization, Google Workspace, Workflow Optimization, Technology, Order Processing, Team Coordination, Data Processing, Call Agent
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