Abigail Akakodung

ABIGAIL AKAKODUNG Uyo, 520101, Akwa Ibom, Nigeria​ -​-————————————————————————— PROFESSIONAL SUMMARY Customer-focused Service Representative with over 5 years of remote, client-facing support experience. Proven track record of handling inquiries, resolving complaints, and driving customer satisfaction using Zendesk, Freshdesk, HubSpot and other leading CRM/ticketing platforms. Strong communicator comfortable in Agile/Scrum teams, adept at leveraging performance metrics and workflow-automation tools to optimize support processes. ————————————————————————— WORK EXPERIENCE Virtual Customer Support Specialist | Virtual World Nov 2022 – Dec 2024 Remote ●​ Manage high-volume email, live-chat, and ticket inquiries across Zendesk and Freshdesk, maintaining a 95% SLA response rate. ●​ Utilize HubSpot CRM to log interactions, track issue resolution, and generate customer satisfaction reports. ●​ Collaborate with cross-functional teams in two-week Scrum sprints, participating in stand-ups and retrospectives to improve ticket-resolution workflows. ●​ Analyze weekly KPIs (first-response time, resolution time, CSAT), identifying and implementing process enhancements that reduced average resolution time by 15%. ●​ Automate routine follow-ups and escalations using Zapier, freeing support team capacity by 10%. ●​ Reported weekly performance metrics (calls handled, meetings booked) to management, contributing to a 12% uptick in attendance. Client Support | YourBookTeam March 2021 – Sept 2022 Remote ●​ Fielded client queries via email and chat, achieving a 98% client satisfaction rating. ●​ Updated and maintained records in HubSpot CRM; ensured data integrity across support tickets and contact logs. ●​ Scheduled and confirmed author appointments and publishing milestones, using Google Calendar and Calendly integrations. ​ ●​ Worked within an Agile framework to triage and escalate issues, reducing average ticket backlog by 20%. ——————————————————————— EDUCATION University of Uyo – Akwa Ibom State, Nigeria Bachelor of Arts in Communication Arts | 2020 - 2025 ————————————————————————— SKILLS & COMPETENCIES Customer Service & Support ●​ ●​ ●​ ●​ Ticketing & Helpdesk: Zendesk, Freshdesk, Intercom CRM Platforms: HubSpot, Salesforce, Zoho CRM Communication Channels: Email, Live Chat, Phone Methodologies: Agile/Scrum collaboration, SLA management Technical & Automation ●​ Workflow Automation: Zapier ●​ Performance Metrics: CSAT, NPS, first-response and resolution times ●​ Productivity Tools: Google Workspace, Microsoft Office, Slack, Trello, Calendly Soft Skills ●​ ●​ ●​ ●​ ​ Empathy & Active Listening Clear Written & Verbal Communication Problem Solving & Conflict Resolution Time Management & Multitasking ——————————————————————— LANGUAGES English – Fluent