Kuyikobong Michael Udosen

Professional Portfolio Kuyikobong Udosen Customer Support Representative This portfolio is designed to show you exactly how I can be a valuable asset to you, your business, or your team, and most importantly, WHY YOU SHOULD HIRE ME. 1 Introduction Welcome to my portfolio, a curated showcase of my experience and work in customer service, client support, and virtual assistance. With a passion for delivering exceptional customer experiences and ensuring client satisfaction, I specialize in resolving inquiries, managing support systems, and building positive brand interactions. From live chat and ticket handling to CRM management, email support, and customer onboarding, I thrive in fast-paced environments where empathy, efficiency, and clear communication make all the difference. 2 About Me A dedicated and people-driven Customer Support Specialist with over 5 Years of experience helping brands strengthen customer relationships. I bring a unique blend of empathy, problem-solving, and tech-savviness to every interaction, ensuring that customers not only feel heard but also walk away with timely solutions. From resolving technical issues and processing inquiries to onboarding clients and managing support tickets across platforms like Zendesk, Intercom, HubSpot, and Freshdesk, I help businesses deliver timely, consistent, and positive experiences across every touchpoint. I’m passionate about creating smooth, stress-free customer journeys: whether it’s through live chat, email, or phone support. My approach is rooted in clear communication, quick response times, and a genuine desire to help people feel valued and understood. My goal? To be the reliable support that businesses can count on to keep their customers satisfied and their teams running smoothly. 3 EDUCATION College University Of Uyo BSc. Political Science, 2019 Certifications Customer Relationship Management Customer Service Fundamentals Working With A Ticketing System Project Management Fundamentals Digital Networking Strategies Customer Engagement Specialist Introduction to CRM Emotional Intelligence GMAP Banking School Program -Coursera -Coursera -HubSpot -IBM -LinkedIn -IBM -HubSpot -UBA Academy -UBA Academy 4 Skills and Expertise 1 2 3 As a Customer Support and Virtual Service Professional, I’ve developed a Customer Service/Support strong, people-centered skill set that allows me to support businesses in delivering exceptional customer Email Support experiences across multiple channels. I combine empathy, efficiency, and clear communication to ensure every Live Chat/ In-App Support customer interaction is timely, professional, and solution-oriented. My capabilities aren’t limited to the skills listed above. I’m a fast learner, adaptable, and open to acquiring new tools and techniques to better support your goals. If there’s a challenge, I’m ready to rise to it, always with the customer’s best interest in mind. 4 CRM Tools 5 Complaint Resolution & Dispute Management 6 Collaboration with Crossfunctional Teams 5 Portfolio Overview This portfolio is a limited showcase designed to highlight key areas I’ve covered in delivering outstanding customer service and support. It reflects the range of my contributions across various touchpoints: from managing customer inquiries to resolving complaints, all while ensuring timely, empathetic, and solutions-oriented experiences. With a proven track record in resolving issues, managing inquiries, and boosting satisfaction scores, I bring both empathy and efficiency to every interaction. Skilled in CRM tools like Zendesk, Freshdesk, Intercom, and HubSpot, I specialize in ticket resolution, customer onboarding, complaint management, and cross-functional collaboration. My strengths also include email and chat support, SLA tracking, and knowledge base maintenance, all aimed at improving customer retention and enhancing brand trust. Tech-savvy, solutions-driven, and detail-oriented, I take pride in turning challenges into opportunities to delight customers. This portfolio is a reflection of that commitment and how I can add value to your team from day one. 6 Used Freshdesk CRM to manage and resolve support tickets, track customer issues, and ensure timely, efficient responses to maintain service quality. 7 Used Zendesk CRM to handle customer inquiries via tickets and live chat, ensured timely issue resolution, and maintained detailed records to enhance support efficiency. 8 Managed real-time customer conversations using Intercom based on client preference, resolved queries through chat and email, and used automation tools to streamline responses and improve user experience. 9 Used the CRM to manage tickets, track interactions, escalate, and follow up on customer queries for timely resolution. 10 Data Entry Ticket Resolution Count, Customer Onboarding and SLA Report 11 Project Management Tools Utilized project management tools like Asana, Monday.com, Click.Up and Trello to streamline customer support workflows, ensuring efficient task tracking, prioritization, and collaboration across teams to resolve customer issues in a timely manner. 12 Project Management Asana Task Management Tools 13 Project Management Tools Task Management Tools 14 APPOINTMENT SETTING & COLD OUTREACH Successfully managed appointment setting for a client targeting top media houses. I identified key decision-makers, gathered accurate contact details, and crafted personalized cold emails. When needed, I followed up via LinkedIn, Facebook, and cold calls. I tracked progress using Google Sheets and a Trello board for real-time updates, leading to successful bookings and demonstrating my strength in cold outreach and follow-up. 15 Customer Appointment Scheduling Scheduled virtual appointments to assist customers needing detailed support, including screen sharing for step-by-step guidance, onboarding and issue resolution. 16 Certifications 17 WORK EXPERIENCE Team Lead, Customer Support & Processing United Bank for Africa | May 2024 – Mar 2025 Led a 5+ person team to resolve high-volume inquiries, boosting customer satisfaction to 90%. Streamlined complaint handling and cross-team collaboration using CRM tools. Customer Support & Relationship Officer United Bank for Africa | May 2023 – May 2024 Resolved digital banking issues with a 90% success rate, increasing mobile adoption by 60%. Supported upselling and reduced churn by 20% through proactive service. Complaint & Dispute Resolution Officer (E-Desk) United Bank for Africa | Oct 2022 – May 2023 Handled failed transaction disputes, cutting SLA breaches by 50%. Provided empathetic support and collaborated with internal teams for quick resolution. Administrative Assistant & Social Media Manager Biggies Delight (Remote) | 2020 – 2022 Boosted customer satisfaction to 95% and improved retention by 25%. Grew social media engagement by 30% while managing calendars and digital tasks. Customer Service Rep & Executive Assistant Remkaas Venture Ltd | 2016 – 2018 Resolved 90% of customer inquiries via phone and email, boosting satisfaction. Supported executives with scheduling, reporting, and follow-ups for smooth operations. 18 Thank you for stopping by. I’d love the opportunity to bring value to your business or team. Feel free to reach out, let’s connect and create something great together. Kuyikobong Udosen Contact Information --www.linkedin.com/in/kuyikobong-udosen/ 19