Kuyikobong Michael Udosen

UDOSEN, KUYIKOBONG MICHAEL LinkedIn : www.linkedin.com/in/kuyikobong-udosen/ Portfolio: Portfolio Link PROFESSIONAL SUMMARY For over 5 years, I've delivered prompt and effective customer service, administrative support, and operational excellence progressing from customer-facing roles in e-commerce, FMCG, and Banking to comprehensive Virtual admin support, I now manage calendars, coordinate projects/task, build workflow automations, oversee data entry & management, conduct research, execute lead generation and appointment-setting activities, etc. I'm skilled in CRM systems (like Zendesk, HubSpot, Freshdesk, Gorgias), productivity tools (Google Workspace, Notion, Airtable, Zapier, Monday.com), and proactive problem-solving that keeps operations running smoothly. My track record includes streamlining workflows that saved 20+ hours weekly, managing content team with 92% compliance, and supporting teams with meticulous attention to detail while working independently. My mission is simple: to bring my problem-solving skills, communication excellence, and proactive support mindset to a forward-thinking team focused on efficiency, meeting targets, and exceptional service delivery. Key Skills & Tools Soft Skills: Excellent Communication (Verbal & Written) | Problem Solving & Critical Thinking | Time Management & Multitasking | Objection Handling & Persuasion | Team Collaboration | Customer Relationship Management | Empathy & Active Listening | Conflict Resolution & De-escalation | Attention to Detail | Proactive Support | Upselling & CrossSelling Techniques | Appointment Setting and Outreach (Email, Cold/Warm call or DM). Technical Skills: -CRM & Ticketing: Zendesk, Gorgias, Freshdesk, HubSpot, Intercom, Slack, Calendly, Monday.com, Airtable, Zapier -Communication: Zoom, Teams, Google Meet, Outlook, Slack, Ringcentral, Aircall, CallHippo, Encharge, Mailchimp. -Docs & Data: Microsoft Office Suite, Google Workspace. WORK EXPERIENCE Operations & Administrative Support VA March 2025 - Present AIDELA Africa - Kenya, Remote. ● Built workflow automations and dashboards with Notion, Trello, Airtable, Zapier, and Monday.com, saving 20+ hours weekly and improving operational efficiency. ● Oversaw project workflows and content systems for a 3-person creative team, maintaining 92% compliance weekly/monthly across TikTok, Instagram, YouTube, LinkedIn, and community platforms. ● Conducted industry, audience, and competitor research, identifying trends to support marketing and outreach decisions. ● Executed lead generation and appointment-setting activities, including: • Warm/Cold DMs to prospects across LinkedIn, Instagram & WhatsApp • Warm/Cold calling for follow-ups, event reminders, and qualification Researching & booking qualified leads directly into the founder’s calendar • Managing outreach pipelines and follow-up sequences ● Created 50+ monthly content assets by repurposing Q&A sessions, Webinars, and community discussions into blogs, scripts, captions, and newsletters. ● Optimized WordPress landing pages to improve lead capture and conversion. ● Managed outreach pipelines and ran email campaigns (achieved 20–30% open rates and 4–6% CTR), through Encharge & Mailchimp CRM. ● Delivered administrative support, light project management, research, data entry, and data verification (with 6 hours’ turnaround), ensuring accuracy and structure across operations. ● Prepared weekly/monthly reports on task compliance, flagging performance gaps and recommending process improvements that improved team accountability. Branch Team-lead Customer Service Unit May 2024 – Feb 2025 United Bank for Africa, Onsite. ● Led a 5 person support team handling high-volume customer interactions across phone, email, and in-branch touchpoints. ● Mentored team on customer engagement strategies that increased Net Promoter Score to 90%. ● Utilized CRM tools to log, track, and follow up on customer complaints, ensuring compliance and timely SLA adherence. ● Oversaw escalation procedures, mentoring junior staff on complaint de-escalation and ticket documentation. ● Collaborated with IT, product, and reconciliation service teams to resolve client issues efficiently. ● Collaborated with sales team to re-engage inactive-account customers for re-activation, contributing to retention and upsell success of 30% of our branch dormant accounts. ● Conducted CRM updates and lead follow-ups from support interactions, while gathering customer feedback to improve service quality and prevent churn. Customer Service Representative United Bank for Africa, Onsite. May 2023 - May 2024 ● Resolved app setup, payment, and login issues across multiple channels with a 93% appraised resolution rate. ● Managed CRM ticketing, In-branch calls and maintained accurate interaction records while delivering prompt, high-quality support across email and phone channels. ● Identified customer needs and upsell opportunities, introducing relevant banking products and contributing to increased product uptake. ● On-boarded new customers on mobile banking and digital platforms, boosting regional digital adoption by 60%. ● Worked closely with cross-functional teams (e.g. IT, Remittance Team) to facilitate the resolution of technical issues related to online banking transactions to ensure resolution of customer complaints. ● Handled complex inquiries on loans, credit cards, and savings products with clarity and empathy. ● Cross-sold credit, savings, and digital services during inbound support calls, while overcoming objections by clearly communicating product benefits. ● Monitored feedback and flagged recurring issues, leading to a 20% drop in previous churn rate through improved service delivery. Complaint and Dispute Resolution Officer (E-Desk) Oct 2022 - May 2023 United Bank for Africa, Onsite. • Investigated and resolved transaction failures, POS/ATM reversals, Card disputes and mobile app issues, resolving 90% of cases within SLA. • Handled multi-channel support (email, phone, chat) escalations using CRM tools, ensuring swift updates and clear customer communication. • Assisted my Team in meeting our KPI by ensuring all complaints were logged online in real-time, tracked, and resolved within specified timeframes • Delivered empathetic support to irate customers and ensured timely resolution of issues across all touchpoints by liaising with cross-functional teams. • Resolved issues for irate customers, emphasizing trust and transparency to prevent churn and convert complaints into upselling opportunities. • Tracked dispute trends and recommended improvements to reduce reoccurrence. Administrative Virtual Assistant Dec 2020 – Sep 2022 Biggies Delight, (FMCG) Remote. ● Delivered multichannel support via Social Media, WhatsApp DMs, and email, resolving inquiries promptly, promoting new offers and maintaining a 95% customer satisfaction rate. ● Created personalized CRM-based messages, promo’s, and customer loyalty strategies to prompt repeat purchases, resulting in 25% growth in returning customers. ● Managed executive calendars, travel arrangements, and appointment scheduling, enhancing workflow efficiency and time management. ● Created and managed social media content, responded to online inquiries, boosting engagement and follower growth by 30% ● Drafted, proofread, and maintained business correspondence, reports, and internal documents with high attention to detail ● Organized digital and physical filing systems for quick access to records, meeting minutes, and project documentation. ● Handled calls, data entry, and interdepartmental communication Customer Service Representative & Executive Assistant Jan 2018 – March 2020 Remkaas Venture Ltd, (E-commerce) Hybrid. ● Delivered customer support for e-commerce operations, managing high volumes of calls, emails, and live chat inquiries related to online orders, payments, refunds, and product availability, achieving a 90% issue resolution rate. ● Handled order tracking, returns, and exchange requests with accuracy, ensuring seamless customer experiences across online and offline channels. ● Supported sales campaigns and promotions by proactively following up with past customers, recommending new offerings, and gathering referrals that boosted repeat purchases. ● Assisted the executive team with administrative tasks, including scheduling, correspondence, and report generation. ● Maintained accurate customer and order records using CRM/ticketing tools, contributing to smoother order fulfillment and faster complaint resolution. ● Analyzed customer feedback to identify recurring issues and suggested service or product improvement, that strengthened client satisfaction and loyalty. EDUCATION Bachelor of Education (B.Sc.(ed) – Political Science Education University of Uyo, Uyo, Akwa-Ibom State. Graduated: 2019 TRAINING & CERTIFICATIONS           Customer Relationship Management Customer Service Fundamentals Project Management Fundamentals Digital Networking Strategies Customer Engagement Specialist Introduction to CRM Emotional Intelligence GMAP Banking School Program Working With A Ticketing System Fundamentals Of Digital Marketing -Coursera -Coursera -IBM -LinkedIn -IBM -HubSpot -UBA Academy -UBA Academy -HubSpot -Google