Lucy Emem Udo

UDO, LUCY EMEM Uyo, Akwa Ibom State, Nigeria PROFESSIONAL SUMMARY Customer Service Specialist with 4+ years of experience delivering high-quality support across phone, email, and live chat channels. Skilled in resolving customer issues, managing high-volume interactions, and improving customer satisfaction. Adept at using CRM tools and collaborating with teams in fast-paced, remote environments. KEY SKILLS- CRM Systems: Zendesk, Freshdesk, HubSpot Multichannel Support (Phone, Email, Live Chat) Conflict Resolution & Complaint Handling Time Management & Task Prioritization Problem Solving & Critical Thinking Team Collaboration & Communication Microsoft Office (Word, Excel, PowerPoint) Tools: Zoom, Slack, Trello WORK EXPERIENCE Customer Service Specialist – Brain Factor Merchants (June 2022 – Present) 1 2 3 4 5 Delivered customer support via email and digital platforms Resolved complaints efficiently, improving customer satisfaction Managed high-volume communications across multiple channels Maintained accurate CRM records and updated databases Prepared reports and coordinated schedules and meetings Computer Operator – Excellence Computer Services (2014 – 2015) 1 Handled typing, printing, and basic design tasks 2 Maintained customer interaction records 3 Ensured quality service delivery and customer satisfaction EDUCATION B.Sc. Mass Communication – Obong University (2019) CERTIFICATIONS & TRAINING 1 NYSC Discharge Certificate (2022) 2 Human Resources Management – Obafemi Awolowo University (2022) 3 Computer & Management Studies – Mobin College (2013) 4 LEAP Leadership Institute Certificate (2024) AVAILABILITY 1 Open to remote roles 2 Available for flexible shifts 3 Open to part-time, contract, and full-time opportunities INTERESTS Teamwork • Continuous Learning • Technology & Innovation LANGUAGES 1 English – Fluent 2 Ibibio – Native REFERENCES Available upon request