GRACE ODAH
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Abuja, Nigeria
https://www.linkedin.com/in/graceodah/
PROFESSIONAL SUMMARY
I am a professional Customer Support Specialist with a B2B/SaaS background and
expertise in CRM tools like FreshDesk and Zendesk. I am proficient in technical
troubleshooting, SLA management, and technical documentation. Skilled in collaborating
across diverse teams and consistently providing outstanding customer service. I am
dedicated to improving customer experiences and optimizing processes in high-paced
settings.
Skills and personal competencies
Technical Skills
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RM (Fresh Desk, Zendesk)
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Technical Troubleshooting
SLA Management
Cross-functional Collaboration
Technical Documentation
Email management
Ticketing solutions
Microsoft Office Suite
Personal Competencies
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eamwork
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Customer service
Detail oriented
Results-oriented
Data savvy
Cross-functional Collaboration
Communication
Problem-solving skills
Adaptability
Experiences
VIRTUAL ASSISTANT | FREELANCE | 03/2023-DATE
tilized CRM tools (Fresh Desk, Zendesk) for efficient email management and
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organization.
● Collaborated with cross-functionalteams,includingCustomerSuccessandProduct,
to streamline workflows.
● ProvidedtechnicalsupportforB2Bcustomers,ensuringswiftincidentresolutionand
exceptional service.
● Maintained a focus on delivering service in line with approved SLAs, enhancing
partnerships.
ERVICE DESK ANALYST | BYTEWORKS TECHNOLOGY SOLUTIONS LTD |
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03/2021-02/2023
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emonstrated strong problem-solving skills by analyzing and resolving customer
calls, emails, and tickets promptly and courteously.
● Consistently achieved and exceeded Service Level Agreements (SLAs) using
ticketing solutions such as FreshDesk and Zendesk for incident management.
● Collaborated effectively with various departments and partners to address and
resolve client requests, ensuring a high level of customer satisfaction.
● Acted as the primary technical point of contact for all IT-related issues.
ANAGEMENT REPRESENTATIVE | BYTEWORKS TECHNOLOGY SOLUTIONS LTD |
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10/2021-12/2021
● Collaborated with external auditors to drive certification and adoption of QMS
processes.
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onductedauditsacrossalldepartments,reviewedprocesses,andprovidedtraining
for QMS adoption.
● Led awareness sessions to ensure adherence to company policies and procedures
IT SUPPORT | BYTEWORKS TECHNOLOGY SOLUTIONS LTD | 06/2019-03/2021
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killfully facilitated communication between departments and developers to resolve
escalated client issues.
● UtilizedstandardoperatingproceduresandtroubleshootingtechniquestoaddressIT
issues promptly.
● Maintained detailed customer interaction records in the CRM system, ensuring
accurate and up-to-date information.
● Resolved customer queriesprofessionallyandprovidedtrainingonproductfeatures
and functionalities.
● Developed helpful resources such as help sheets, Standard Operating Procedures
(SOPs), and Frequently Asked Questions (FAQs) for end-users.
USTOMER SUPPORT | BYTEWORKS TECHNOLOGY SOLUTIONS LTD |
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10/2018-06/2019
chieved first-contact resolution for customer inquiries and issues, demonstrating
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strong product knowledge.
● Collaborated closely with quality assurance teams to test and refine solutions.
● Provided vital customer care support and handled data entry tasks, ensuring a
seamless customer experience.
● Monitored platformsanddeployments,activelycontributingtocustomersupportand
data management.
-COMMERCE OPERATIONS PERSONNEL | RETAILPOINT SOLUTIONS LTD |
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06/2017-10/2018
tilized strong analytical skills to interpret sales data in collaboration with the
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development unit.
● Executedeffectiveemailmarketingcampaigns,contributingtocustomerengagement
and retention.
elivered product usage awareness and training to clients during the onboarding
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process.
● Engaged in newsletter writing andnurturedcustomerrelationshipsthrougheffective
communication.
TOOLS
Communication / CRM Tools Project collaboration tools
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ubspot
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Fresh Desk
Zendesk
Loom
Zoom
Intercom
Dropbox
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oogle Suite
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Jira
Trello
ClickUp
Slack
Microsoft Teams
Other Tools
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nydesk
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Whimsical tool
Microsoft Office Suite
Canva
RELEVANT ACHIEVEMENTS
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chieved 80% SLA resolution rate within an hour in the "SERVICE DESK ANALYST"
role.
● Collaborated with external auditors and contributed to process improvement as a
"MANAGEMENT REPRESENTATIVE."
PROFESSIONAL CERTIFICATION
• Technical Support Fundamentals certificate on Coursera
• Introduction to CRM with Hubspot certificate on Coursera
• Certificate of completion in Product management from Side hustle
• Certificate of completion on the complete SQL Bootcamp online course on
Udemy
• Project Management (Prince2) Introduction-Agile P3 Limited
& Finance
• Graduate Member Computer Professional (Registration Council of) Nigeria
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2
2023
2023
2019
2018
2015
EDUCATION
Bachelor's Degree |University of Jos | Jos, Nigeria
● Bachelor of Science in Computer Science.
LANGUAGES
English,Fluent
YEAR
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