Aishat Abiodun
Brampton,ON
Summary
Customer-focused Technical Support Specialist with 5+ years of experience supporting SaaS platforms, troubleshooting complex customer issues, managing support cases, and improving customer experiences. Experienced in enterprise software support, CRM platforms, ticket management, escalation resolution, and cross-functional collaboration. Proven ability to deliver timely solutions, communicate effectively with customers, and drive continuous improvement in fast-paced support environments.
Overview
8
8
years of professional experience
Work History
Software Solutions Analyst
PointClickCare
Mississauga, Ontario
10.2023 - 04.2026
- Deliver technical and application support for enterprise healthcare software used by healthcare organizations across North America.
- Document customer interactions, troubleshooting activities, and resolutions within Salesforce to ensure accurate case management and follow-up.
- Utilize Jira to track, investigate, and coordinate issue resolution across technical, operational, and business teams.
- Contribute to knowledge-sharing initiatives, internal documentation, and process improvements that enhance support efficiency and customer experience.
- Leveraged AI tools such as ChatGPT and Claude to draft and refine knowledge base articles, summarize lengthy case histories, and improve the clarity and consistency of customer-facing documentation.
- Developed Power Automate workflows to streamline repetitive support tasks, improve operational efficiency, and reduce manual effort across support processes.
Product Support Analyst ( Contract )
Jonas Software
Markham, Ontario
06.2023 - 12.2023
- Provided technical support and troubleshooting assistance for enterprise software clients across multiple business functions.
- Conducted virtual onboarding, training sessions, and product demonstrations for new customers.
- Investigated software issues, reproduced defects, and partnered with development teams to facilitate timely issue resolution.
- Managed customer escalations and served as a trusted point of contact for complex support inquiries.
- Created and maintained knowledge base articles, training documentation, and instructional resources to improve customer self-service capabilities.
- Built strong client relationships through proactive communication, problem-solving, and customer-focused support.
Customer Support Team Lead
Kivuto Solutions
Toronto, ON
10.2021 - 08.2023
- Led and coached a team of customer support specialists in a fast-paced SaaS environment.
- Served as the primary escalation point for complex customer, technical, and operational issues.
- Managed workload distribution, scheduling, performance monitoring, and service-level commitments.
- Conducted training sessions and knowledge-sharing workshops to improve team capability and service quality.
- Partnered with Product, Sales, Marketing, and Engineering teams to improve customer experience and operational efficiency.
- Developed and maintained customer-facing knowledge base resources and internal support documentation.
Casual Scheduler
SunnyBrook Hospital
10.2020 - 12.2021
- Executed administrative scheduling duties to support Resource Teams and the Scheduling Office, ensuring accurate staff coverage according to ONA and SEIU collective agreements.
- Liaised with multiple internal stakeholders to coordinate schedules efficiently and resolve conflicts.
- Utilized KRONOS Electronic Scheduling Program (ESP) to manage staff shifts and track attendance.
- Maintained high accuracy in scheduling while balancing competing priorities in a fast-paced healthcare environment.
- Applied advanced Microsoft Office Suite skills to prepare reports, track scheduling metrics, and communicate updates.
Information Officer
Service Canada
11.2020 - 09.2021
- Responded to public inquiries regarding Government of Canada programs and services through telephone, email, and digital channels.
- Managed high volumes of customer interactions while maintaining accuracy, professionalism, and service excellence.
- Processed client information and documented inquiries using CRM systems and government platforms.
- Provided guidance and support related to federal benefits, programs, and public services.
- Contributed to public communication efforts during the COVID-19 pandemic and other national initiatives.
Customer Experience Specialist
Air Canada
Mississauga, Ontario
05.2018 - 10.2020
- Managed passenger check-in and boarding pass issuance efficiently.
- Assisted pre-boarding customers with flight schedules, routes, and inquiries.
- Supported passengers requiring special assistance, ensuring safety and timely airport navigation.
- Maintained active presence across work areas, responding promptly to operational needs.
- Delivered exceptional customer service while representing Air Canada’s standards in a fast-paced, team-oriented environment.
Education
Bachelors Of Commerce - Information Technology
York University
Toronto ON03-2026
Google IT Support Certificate -
Google
AWS Certified Cloud Practitioner Certificate -
Amazon Web Service
Skills
- Client Success Management
- Customer Onboarding
- SaaS Application Support
- Proactive Client Engagement & Retention Strategy
- Experienced with HubSpot,Salesforce, NetSuite
- Experience with Zendesk, Jira, and Freshdesk
- Excel and SQL for data management
- Digital marketing strategy coordination
- Effective communication with clients
- Meticulous attention to detail
- Knowledge Base Development
- Generative AI: ChatGPT, Claude, Google Gemini
- Prompt Engineering
- AI Productivity & Automation
Timeline
Software Solutions Analyst
PointClickCare
10.2023 - 04.2026
Product Support Analyst ( Contract )
Jonas Software
06.2023 - 12.2023
Customer Support Team Lead
Kivuto Solutions
10.2021 - 08.2023
Information Officer
Service Canada
11.2020 - 09.2021
Casual Scheduler
SunnyBrook Hospital
10.2020 - 12.2021
Customer Experience Specialist
Air Canada
05.2018 - 10.2020
Bachelors Of Commerce - Information Technology
York University
Google IT Support Certificate -
Google
AWS Certified Cloud Practitioner Certificate -
Amazon Web Service