Idemudia Precious

AISOSA PRECIOUS IDEMUDIA Benin City, Nigeria |-| - LinkedIn: linkedin.com/in/precious-idemudia-ccss-a9 | Hubstaff Talent Profile: https://hubstafftalent.net/profiles/idemudia-precious Professional Summary Seasoned Bilingual Customer Support Specialist (English & French) with over 4 years of experience in customer service, relationship management, and administrative support. Skilled at building meaningful customer relationships, resolving issues with empathy, and driving retention through proactive solutions. Proficient in Zendesk, Salesforce, HubSpot, and Intercom, with proven success in handling high-volume support while maintaining 95%+ CSAT ratings. Passionate about leveraging insights to improve engagement, foster trust, and support business growth in remote-first teams. Core Skills          Bilingual Customer Support (English & French) Customer Retention & Relationship Management CRM Tools: Zendesk, Salesforce, HubSpot, Intercom E-commerce & Marketplace Support (Amazon, Walmart, eBay, Shopify) Complaint Resolution & First Contact Resolution (FCR) Translation & Multilingual Communication SLA Management & Quality Assurance Administrative & Documentation Support Freight Logistics & Vendor Coordination Professional Experience Customer Support Specialist | Shopazhub Marketplace E-commerce (Remote) March 2025 – Present      Delivered bilingual, high-volume customer support across email, chat, and calls, consistently maintaining 95%+ CSAT ratings. Supported Amazon and Shopify marketplace customers, managing inquiries on orders, returns, refunds, and disputes with a focus on First Contact Resolution (FCR). Strengthened customer trust by providing clear, empathetic, and solutions-driven communication, ensuring positive experiences even during escalations.. Analysed recurring issues using customer feedback, collaborated with the team to recommend process improvements, and successfully reduced repeat inquiries by 30%. Documented interactions in Zendesk and Salesforce, ensuring efficient ticket management, SLA compliance, and knowledge sharing across the team. Bilingual Customer Support Consultant (EN/FR) | University Preparatory Secondary School (Remote) Sept 2023 – Jan 2025      Provided bilingual support in English and French to students and parents, handling inquiries about subscriptions, onboarding, and account management. Improved onboarding satisfaction by 20% through proactive communication, clear guidance, and tailored support for French-speaking clients. Managed a high volume of support requests independently during peak academic periods while meeting SLA targets. Translated and adapted communications, ensuring accessibility and inclusivity for diverse client needs. Resolved account escalations with patience and empathy, reinforcing long-term client trust and reducing churn. French Language Tutor | Franej Educational Center (Remote) Oct 2021 – Sept 2023       Delivered personalized French tutoring sessions, adapting to learner needs and increasing course completion rates by 30%. Designed lesson plans that emphasized practical communication, helping learners use French confidently in real-life contexts. Maintained professional client communication, handled scheduling, and followed up on feedback to strengthen learner satisfaction and retention. Provided translation and clarification support for learners, bridging language gaps and ensuring comprehension. Built strong, trusting relationships with clients, which resulted in repeat engagements and referrals. Gained experience in managing remote work tools (Zoom, Google Workspace) to coordinate classes and track student progress. Education & Certifications   B.A. French Language – University of Benin (Second Class Upper) Certifications: o DELF B2 – French Language Certification o Zendesk Admin – Coursera o Salesforce Agentforce for Service – Trailhead o Customer Success Fundamentals – CustomerSuccessU o AI for Customer Experience – Coursera o Communication for Customer Support – LinkedIn Learning Languages   English: Native French: Fluent (C1 – DELF B2 certified)