Monica Udoh

UDOH MONICA CHRISTOPHER Customer Experience Representative 📍 Lagos, Nigeria | 🌍 Remote | ✉️-| 📞 - |💼 LinkedIn.com/in/monicaudoh PROFILE SUMMARY Dedicated Customer Support Specialist with 3 years' experience improving satisfaction by 25% and reducing response times. Skilled in Zendesk, HubSpot, and Freshdesk CRM systems, with proven success working remotely for reputable clients/Companies. EXPERIENCE Careerleap Africa July 2023 – Present Telesales Specialist/ Customer Success Representative PluralcodeAcademy Nov 2023 – Feb 2023 Provide efficient multi-channel support to 200+ weekly customers, reducing resolution time by 30% while maintaining 98% satisfaction. Partnered with product and engineering to solve recurring issues, reducing technical complaints by 15%. Created and maintained a knowledge base that reduced repeat customer queries by 40% Customer Success Representative Handled complex technical inquiries for 1,500+ monthly customers across multiple time zones. Trained new hires, improving onboarding efficiency and increasing first call resolution rates by 20% Managing ticketing with Zendesk/Hubspot, achieving 85% retention through proactive customer engagement. EDUCATION Akwa Ibom State University, Nigeria 2015 - 2022 CERTIFICATION B.Sc In Accounting Gained a strong foundation in business operations, administration, and organizational management, equipping me with problem-solving and analytical skills essential for a Customer Success representative. SKILLS LANGUAGE On Demand IT skills Customer Management English ALX virtual Assistance Relationship Annang Conflict Resolution Yoruba Empathy