ο»ΏKelvin Udufo
π Lagos, Nigeria | π (- | βοΈ-| π LinkedIn
PROFESSIONAL SUMMARY
Results-driven Technical Support Engineer with a strong background in customer service, troubleshooting, and IT support. Adept at providing high-quality technical assistance while ensuring customer satisfaction. Skilled in ticket management, issue resolution, system troubleshooting, and web technologies. Certified in Google's "Technical Support Fundamentals" with hands-on experience in JavaScript, Node.js, and CRM tools. Passionate about leveraging technology and problem-solving to enhance business operations and customer experience.
SKILLS & TECHNICAL EXPERTISE
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Technical Support: Troubleshooting, Ticket Resolution, System Diagnosis, Hardware & Software Support
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Customer Support: CRM Tools (Zendesk, HubSpot, Salesforce), Live Chat, Upselling & Promotion
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Web Technologies: JavaScript, HTML/CSS, Node.js, MongoDB, Express, React
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Tools & Platforms: Git, NPM, VSCode, Microsoft Office Suite, Google Suite
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Project Management: Asana, Trello, Monday.com, ClickUp
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Soft Skills: Communication, Team Collaboration, Time Management, Emotional Intelligence
PROFESSIONAL EXPERIENCE
Teleperformance, Lagos, Nigeria
π Customer Support Specialist (Remote) | Jan. 2023 - Present
π Achieved a 95% customer satisfaction rating by managing high volumes of inbound and outbound tickets.
π Resolved technical issues efficiently, increasing first-call resolution rates by 20%.
π¬ Provided product and technical support via phone, email, chat, and social media.
π Tracked and documented customer issues in CRM systems, improving operational efficiency by 30%.
π Offered process improvement insights to enhance support workflows.
Globacom, Lagos, Nigeria
π Customer Support Specialist | Jan. 2019 - Dec. 2022
π― Delivered personalized support and resolved inquiries related to company products and services.
π Maintained up-to-date knowledge of company offerings to provide accurate and effective solutions.
π Utilized CRM tools to log interactions and improve customer engagement strategies.
π° Assisted in upselling value-added services (VAS), contributing to a 15% revenue increase.
π Educated customers on new promotions and schemes, enhancing user satisfaction.
Yashoda Hospital, India
π Marketing Executive | Oct. 2015 - Nov. 2016
π Acted as a liaison between hospital, doctors, and patients for medical travel services.
βοΈ Facilitated visa processing and provided accurate information on hospital offerings.
π΅ Increased company revenue by β¦20M+ through successful patient referrals and engagement.
EDUCATION & CERTIFICATIONS
π BSc in Social Work, University of Benin, Nigeria (2011 - 2015)
π Google IT Support Certification - Technical Support Fundamentals
π ALX Virtual Assistant Certification
π CRM Certification (Globacom)
PROJECTS & TECHNICAL WORK
πΉ Tindog β A Tinder clone built with HTML, CSS, and JavaScript. GitHub
πΉ Todolist β A task management app built with Node.js. GitHub
πΉ DrumKit β A drum-playing web app using JavaScript and CSS. GitHub
πΉ Stop Watch β A stylish CSS & DOM-based stopwatch. GitHub
ADDITIONAL INFORMATION
π Workshops & Training: Customer Service for Telecoms & IT, Delivering Customer Service Excellence
π£ Languages: English (Fluent)
π Availability: Open to remote and on-site opportunities
