Christiana Wodo

CHRISTIANA WODO Abuja, Nigeria Email:-| Phone: (- |LinkedIn| Portfolio PROFILE Customer-focused and approachable Customer Support Specialist with hands-on experience assisting clients, resolving concerns, and ensuring a positive experience across email, phone, and live chat. Comfortable using CRM tools, ticketing systems, and communication platforms to provide quick and accurate solutions. Known for staying calm under pressure, handling high volumes of inquiries, and building strong relationships that encourage customer loyalty. EDUCATION Federal University, Lokoja Bachelor of Arts (B.A) in English and Literary Studies (Graduated: 2021) CERTIFICATIONS - Customer Engagement Fundamentals – Credly - Equipped Virtual Assistant Bootcamp - AI Career Essentials - Customer Service Fundamentals – Alison (Completed, Certificate in Progress) WORK EXPERIENCE Customer Support Representative MTB Confectioneries| Remote | March – July 2025 • Responded to customer inquiries via email and live chat, maintaining a 95% customer satisfaction rate. • Resolved client complaints efficiently, reducing repeat issues by 30%. • Guided customers through technical troubleshooting steps, improving first-contact resolution rates. • Processed orders, refunds, and exchanges accurately, ensuring smooth customer transactions. • Collaborated with the operations team to escalate and resolve complex cases quickly. • Documented customer feedback and recurring issues, helping the company improve products and services. • Handled a high volume of customer requests daily while maintaining professionalism and empathy. • Contributed to the improvement of response templates, reducing average handling time by 15%. Customer Support Representative (Remote & Onsite) Tee Pee Bakery | Nov 2014 – May 2016 • Resolved 95% of customer issues on first contact via phone, email, and in-person interactions. • Processed 50+ customer orders daily with 100% accuracy, ensuring smooth transactions and timely deliveries. • Reduced repeat complaints by 30% through proactive troubleshooting and consistent follow-ups. • Collected and analyzed customer feedback, contributing to a 10% increase in repeat business. SKILLS • Customer Relationship Management (CRM) Tools • Email, Live Chat & Phone Support • Ticket Management Systems: Zendesk, Freshdesk • Data Entry & Record Keeping • Conflict Resolution & Complaint Handling • Communication Tools: Slack, Zoom, Microsoft Teams • Google Workspace & Microsoft Office • Time Management & Multitasking