SAMUEL UDOR
PERSONAL DETAILS
E19-8 Bricks City Estate, 900101 Abuja-, -
Nationality: Nigerian
LinkedIn: linkedin.com/in/samuel-udor-4b751421a
EDUCATION
Bsc. Statistics
Ambrose Alli University, Ekpoma
CERTIFICATES
Customer Relationship Management
Communication Management
Asana Project Management
Slack Project Management
NeoCloud Cyber Security Analyst
EMPLOYMENT
Senior Implementation Specialist
Apr 2023 - Present
Mobials Inc., London, Ontario.
Execute onboarding process for all customer (new/ upgrade) and minimize the time-to-first-value.
Support the integration of AutoVerify tools into the customer’s technology platform.
Assist integration Team lead in understanding complex implementations.
Mentor implementation specialists, and support integration Managers by helping to elevate their
product and integration integrations knowledge.
Contribute to product and technology development through meeting with internal and external
stakeholders about implementation requirements and limitations.
Tier 1 Customer Support
Nov 2022 - Apr 2023
Mobials Inc., London, Ontario
Maintained knowledge of products and services to effectively resolve customer concerns and provided
accurate information.
Achieved performance metrics by at least 30%, including response time and customer satisfaction
scores.
Properly documented customer interactions and feedback in the CRM system for future reference and
quality assurance.
Collaborated with team members to improve service process by 10%.
Provided exceptional customer services by responding to inquiries through email, chat and phone.
Assisted customers with troubleshooting and resolving technical issues, and ensuring high satisfaction.
Implementation Specialist (Software onboarding
Jul 2022 - Nov 2022
implementation)
Mobials Inc., London. Ontario.
Execute an onboarding process for all customers (new/upgraded) and minimize the time-to-first-value.
Maintain strong relationships with customers to help drive loyalty and engagement. Conduct training
sessions with all customers in the first 90 days to ensure competencies in lead handling in order to help
them in achieving their goals.
Collect feedback from customers to develop and/or refresh content for educational training sessions
and product demos.
Support the integration of AutoVerify tools into the customer's technology platform. Provide account
support by adding users, updating system preferences, and resolving technical issues quickly.
Input accurate and up to date customer information in our CRM database (HubSpot).
Customer Service Representative
Jun 2021 - Mar 2022
Brymah Logistics, Abuja
Handled escalated customer complaints with professionalism, leading to successful resolutions.
Fostered a positive team environment by collaborating with colleagues and sharing best practices.
Participated in customer feedback sessions to gather insights for services development and
enhancement.
Implemented effective time management strategies to prioritize tasks and meet deadlines.
Technical Customer Support Specialist
Nov 2020 - May 2021
Ehub Web Providers, Abuja
Developed and implemented customer support procedures to enhance efficiency and service delivery.
Utilized CRM software to track customer interactions and ensure follow-ups.
Recognized for consistently exceeding performance metrics, including response time and resolution
rate.
Engage in regular training sessions to stay updated on product knowledge and customer service
trends.
Assisted in the creation of FAQs and knowledge based articles to empower customers for self-service
options.
Integrations Specialist
Jun 2013 - Dec 2015
Sintech, Benin City
Provided exceptional customer service by addressing inquiries and resolving issues promptly and
effectively with a 20% resolution time increase.
Assisted customers with services-related questions, ensuring clear communication and understanding.
Managed high volume of customer interactions through various channels, including phone, email and
chat.
Demonstrated strong problem-solving skills by identifying root causes and providing effective solutions.
Achieved a high customer satisfaction rating through attentive service and follow-up.
SKILLS
Time management and organizational skills
Team collaboration and interpersonal skills
Attention to detail
Empathy and emotional intelligence
Proficiency in customer relationship management
(CRM)
Good Communication Skills
Basic technical troubleshooting skills
Attention to detail
Adaptability and flexibility in a fast-paced
environment
Great attitude towards change
LANGUAGES
English
Hausa
