Juliet Udeoke

Juliet Udeoke Client Service Representative PROFESSIONAL SUMMARY Client Service Representative with 5 years of experience delivering phone based customer support in remote environments, handling high volume inquiries across phone, email, and chat in alignment with defined SOPs and performance KPIs. Experienced in resolving product and platform issues, managing account and billing inquiries, clarifying charges, processing adjustments, and supporting payment plan discussions. Skilled in investigating customer concerns, escalating complex cases to cross functional teams, and documenting interactions accurately within CRM systems including Salesforce, Zendesk, and HubSpot. Consistently meet targets for call quality, client facing time, occupancy, and first contact resolution while applying retention strategies to reduce cancellations and strengthen long term client relationships. CORE COMPETENCIES ●​ Email and Live Chat Technical Support​ ●​ CRM and Help Desk Tools (Zendesk, HubSpot)​ ●​ Software Troubleshooting ​ ●​ First Contact Resolution​ ●​ Screen Share and Call Based Support​ ●​ Time Management and Multitasking​ ●​ Ticket Management and Escalation​ ●​ Remote Collaboration and Independent Work​ ●​ Knowledge Base and Documentation Writing​ ●​ Process Improvement and Quality Assurance PROFESSIONAL EXPERIENCE Customer support Specialist Specialty Life Insurance, Remote, Ontario, Canada ●​ Handled 80+ daily customer interactions via phone, email, and chat while maintaining 93% customer satisfaction and meeting occupancy targets ●​ Resolved billing and account inquiries with 96% accuracy rate, reducing repeat contacts by 22% ●​ Investigated and escalated complex policy and payment issues, contributing to a 30% faster case resolution turnaround ●​ Supported retention efforts by addressing cancellation requests and offering alternatives, contributing to a 18% reduction in policy cancellations ●​ Maintained 100% compliance with CRM documentation and call quality standards Customer Support Specialist Healthtech Consultant, Remote, New Jersey, New York ●​ Managed 80+ daily support inquiries while maintaining 93% CSAT and achieving 36% improvement in first contact resolution ●​ Reduced ticket backlog by 28% through structured follow ups and timely escalations ●​ Investigated platform and billing issues, reducing resolution delays by 15% ●​ Maintained KPI performance across client facing time and call quality monitoring ●​ Documented 100% of customer interactions in Zendesk and HubSpot, ensuring audit readiness Customer Support Specialist | Lagos Reddington Hospital ●​ Handled 80+ multi channel inquiries daily, maintaining 92% satisfaction rate ●​ Improved first call resolution by 35% through proactive callback strategy ●​ ●​ Reduced interdepartmental escalation delays by 15% Collaborate cross-functionally with technical and clinical teams to optimize support ticket workflows, reducing interdepartmental delays by 15%.​ ●​ Accurately document all customer interactions within CRM systems (Zendesk) ensuring seamless follow-ups and compliance with audits.​ ●​ Minimized service disruptions by 28% through real time issue assignment and follow up ●​ Maintained accurate CRM logging with zero audit discrepancies Appointment Setting/Cold Caller Game Changer Real Estate, Remote, Jacksonville, FL ●​ Qualified and converted 15–20 leads weekly through strategic outreach via phone, email, and social media, directly impacting business growth ●​ Utilized CRM software to track lead pipelines, schedule appointments, and manage timely follow-ups, ensuring high conversion rates ●​ Prepared detailed appointment reports for management, highlighting scheduling efficiency, conversion outcomes, and client engagement metrics ●​ Built strong client relationships through effective communication, generating repeat appointments and referral opportunities ●​ Demonstrated adaptability and flexibility in responding to changing priorities and unexpected challenges. EDUCATION Bachelor of Art in Sociology and Anthropology​ TRAINING AND CERTIFICATIONS Virtual Assistance & IT Support (Digital Witch Academy), Virtual Assistant (ALX Africa)