JESSIE UDAH
5428 La Salle Crescent SW, Calgary, AB- |- Linkedin.com/in/jessiechidi
PROFILE SUMMARY
➢ More than 5 years as an accomplished Customer Support Specialist |B2B SaaS Customer Support | Client
Success Specialist | Implementations and Onboarding Specialist – across Web Design, Non-profit, Fitness and
Retail industries – consistently delivering high client satisfaction.
➢ 2+ Years success as a User Interface Designer working with SaaS and tech companies to create user-friendly
websites that turn visitors into paying customers.
➢ Skilled in discerning client’s needs and exceeding their expectations with high quality products – skilled
collaborator across Product Management, Development, Creative, and Copywriting.
➢ Fierce and independent learner of technology – leveraging tools appropriately for both client business goals
and internal continual improvement and efficiencies in team and customer management processes.
Supplementary Strengths:
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Clickup | Zendesk | Slack | Discord
Asana | Hubspot | Zoho | Jira | Gainsight
Reddit | Notion | Salesforce | HelpScout
Microsoft Office | Google Suite | Zoom
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Social Media Management
Brand | Community Building
Project Management | Budget Tracking
Continuous Improvement
WORK HISTORY
FreeUp (Freelance), St. Petersburg , FL
Sales Representative/Content & Social Media Manager
2022-Now
FreeUp is a top platform for e-commerce and digital marketing freelancers that have been thoroughly vetted to
ensure outstanding service.
• Cold calling 20+ potential customers per shift and giving them valuable information that resulted in a 8.9%
sign-up rate.
• Ensure that customers receive quality service, reducing the likelihood of negative customer experience by
85%.
• Analyze KPIs including engagements, likes and reach to meet ROI target with a 98% success rate
• Work closely with clients to create content and increase followers across their social media platforms
(Facebook, Instagram & LinkedIn)
• Establish trust in customer relationships leading to 10% increase in customer retention.
Tiller Digital, Calgary, AB
User Interface Designer
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Tiller is a leading digital agency that helps B2B SaaS companies realise their full potential through highperforming online, brand, and product experiences.
• One of 4 User Interface designers, reporting to Head of Design and collaborating with multi-functional teams
to create and maintain a comprehensive style guide, ensuring consistent branding and visual identity across
all platforms.
• Planned design and development of user-friendly interfaces for a SaaS website resulting in a 20% increase in
user engagement.
• Conducted extensive user research, including interviews and usability testing, to gather insights and inform
design decisions, leading to a 25% improvement in overall user satisfaction.
• Implemented a responsive design approach, optimizing the user experience across various devices and
screen sizes resulting in a 30% increase in mobile conversions and a 10% decrease in bounce rates.
Metis Housing Corporation, Edmonton, AB
Family Wellness/Reunification Worker
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Metis Housing corporation is a non-profit housing organization that assists Indigenous families across Canada
in obtaining assistance to become secure, content families that contribute to their cultural communities.
• Conducted thorough assessments of families’ needs and provided customized counseling and support
services, resulting in improved family functioning and reduced risk factors for child welfare involvement.
• Collaborated with community organizations and agencies to establish a network of resources and services,
ensuring families had access to housing, employment, healthcare and educational resources.
• Maintained accurate and up-to-date documentation of all case activities, progress, and outcomes, ensuring
compliance with program regulations and facilitated efficient case management.
• Identified strengths of caregivers and their natural support network as they pertain to long term care of
children with diverse needs;
Planet Fitness, Saskatoon, SK
Client Support and Onboarding Specialist
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Planet Fitness enhances people's lives by offering a top-notch workout in a friendly, non-threatening setting.
• Successfully onboarded over 150 new clients, ensuring that their expectations were fully met and
positive relationships were fostered.
• Collaborated with cross-functional teams to identify and resolve issues related to client’s onboarding,
resulting in 20% increase in customers satisfaction.
• Developed comprehensive onboarding resources and training manuals to enhance the overall client’s
onboarding experience.
• Enhanced productivity and customer service levels by anticipating client’s needs and delivering
outstanding support.
Walmart Canada, Saskatoon, SK
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Customer Care Agent
Walmart is a multinational international retail corporation that operates a chain of online store,
hypermarkets, and discount department stores.
• Responded to incoming calls and emails, offering direct customer service or aid with purchasing goods
and services.
• Escalated client issues, needs and complaints to supervisors for immediate resolution.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and
developing solutions.
• Informed customers about billing procedures, processed payments and provided payment option setup
assistance that increased efficiency by 15%.
EDUCATION | TRAINING
Youth Diploma, Associate of Arts, – Saskatoon Polytechnic
Business Administration, – Saskatoon Business College
Digital Skills: User Experience – Online Certification
Design Thinking for Beginners – Online Certification
Interaction Design for the Web – Online Certification
Cloud Computing With Amazon Web Services – Online Certification
Fundamentals of Cloud Computing – Online Certification
Customer Management – Online Certification
Managing Customers using Technology – online Certification
Building Customer Relationships in Management – Online Certification
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