Idara Peter Udofia

IDARA PETER UDOFIA Ijegun, Lagos State, Nigeria PROFESSIONAL SUMMARY Remote-ready Customer Support Specialist with over 4 years of experience resolving complex inquiries and delivering exceptional client service. Skilled in simplifying technical and service-related concepts for diverse customers, with a strong background in maintaining accurate transaction records and financial logs. Proficient in utilizing CRM platforms (Zendesk, Intercom, HubSpot) and remote collaboration tools to manage workflows and escalate bugs efficiently. Passionate about supporting user success through empathy, tact, and data-driven problem solving. CORE COMPETENCIES & TECHNICAL SKILLS • Support Channels: Email, Phone, Chat Support, Issue Resolution. • CRM & Ticketing: Zendesk, Freshdesk, HubSpot CRM, Salesforce, Intercom. • Remote Collaboration: Slack, Zoom, Google Workspace (Docs, Sheets, Drive), Microsoft Office. • Data & Reporting: Transaction Logging, Data Accuracy, Trend Analysis (Excel, Airtable). • Typing Proficiency: 50+ WPM with 98% accuracy. • Project Management Tools: Trello, Monday.com, Clickup, Asana. • Soft Skills: Empathy-driven Service, Complex Problem Solving, Technical Aptitude, Adaptability. PROFESSIONAL EXPERIENCE Online Customer Service Officer | Petersen Global Trading Logistics, Lagos, Nigeria August 2025 – Present • Customer Query Management: Responded promptly to customer inquiries via email, chat, and other digital channels, ensuring timely resolution and high satisfaction across all interactions. • Order Tracking & Logistics Support: Assisted customers with shipment tracking, delivery updates, and order status inquiries, coordinating with internal logistics teams to ensure accurate information delivery. • Complaint Resolution: Handled customer complaints and escalations with empathy and professionalism, investigating issues thoroughly and providing effective solutions to maintain client trust. • CRM & Ticket Management: Logged and updated customer interactions and case notes in CRM platforms, maintaining accurate records to support seamless service continuity and team collaboration. • Cross-functional Coordination: Collaborated with operations, warehouse, and dispatch teams to resolve service gaps, ensuring customer-facing commitments were met efficiently. • Proactive Communication: Sent timely notifications and follow-ups to customers regarding order delays, changes, or issues, reducing inbound complaint volume through proactive outreach. Customer Support & Data Entry Clerk | Lions' Den Sports Bar & Lounge, Lagos, Nigeria Jan 2024 – July 2025 • Complex Inquiry Resolution: Handled high volume of customer inquiries and complaints, ensuring quick resolution and high satisfaction rates via multiple communication channels. • Financial Data Accuracy: Managed sensitive data entry by updating client, vendor, and transaction records with precision, demonstrating the attention to detail required for financial support roles. • Reporting & Trend Analysis: Prepared daily and weekly reports to support management decision-making, identifying recurring service issues to improve the customer experience. • Technical Troubleshooting: Handled troubleshooting and resolving client account issues, ensuring seamless service delivery. Customer Support Associate | Fresh Baked Confectioneries & Supermarket, Lagos, Nigeria Nov 2022 – Dec 2023 • Transaction Management: Maintained accurate transaction logs and inventory records, ensuring data integrity for business operations. • Customer Advocacy: Handled complex customer complaints with empathy and tact, ensuring prompt resolution and turning negative experiences into positive outcomes. • Support Metrics: Assisted management in preparing customer-focused reports and insights to drive service improvements and repeated patronage. Customer Support Specialist | Abraham Ekpo Consult, Uyo, Nigeria Jul 2021 – Oct 2022 • Client Guidance: Simplified service concepts while assisting clients with inquiries, providing clear guidance on services offered to ensure understanding. • Database Management: Handled client databases for accuracy, ensuring all client information was current and accessible for the team. • Escalation Management: Ensured timely follow-up on client requests and effectively escalated complex issues to appropriate departments for technical resolution. Customer Support Assistant | Trax Technical Showroom, Calabar, Nigeria Nov 2019 – May 2021 • Technical Documentation: Handled customer orders, technical inquiries, and service requests in databases, maintaining compliance with documentation standards. • Feedback Loop: Monitored and reported customer feedback to spot trends for continuous product and service improvement. • Product Support: Handled product and service-related queries, ensuring smooth client transactions and resolving technical misunderstandings. EDUCATION B.Sc. in Microbiology (Clinical & Industrial) — University of Calabar | 2021 TRAINING & CERTIFICATIONS • Jobberman Soft-Skills Certificate | Jobberman • In-Demand IT Skills Training Certificate | Digital Witch Academy • Google IT Support Fundamentals Certificate | Coursera • Google Data Analytics Certificate | Coursera