Sharon Odunze

SHARON ODUNZE CUSTOMER SUPPORT REPRESENTATIVE PROFESSIONAL SUMMARY CONTACT- Dedicated Customer Support Professional with 4+ years of experience in SaaS and technology environments. Proven track - record of delivering exceptional customer service through multiple channels while maintaining high satisfaction rates. Strong background in technical problem-solving and process improvement, with excellent written and verbal communication skills in English. EXPERIENCE Sales Representative(Remote) September 2024 - Present│MyEdspace, London • Managed client communications and provided tailored solutions to meet their educational needs, enhancing customer satisfaction and retention. • Utilized CRM tools to track client interactions, identify sales opportunities, and streamline the sales process. • Collaborated with the customer support team to resolve client issues efficiently, ensuring a seamless customer journey. • Collected and analyzed customer feedback to inform product development and marketing strategies. • Conducted product demonstrations and webinars, driving a 15% increase in feature adoption. Senior Customer Support Specialist May 2022 - December 2024│MTN Communications, Lagos • Managed 100+ daily customer interactions via email and live chat, maintaining a 98% customer satisfaction rate • Documented and tracked technical issues using Pylon and Linear, reducing average resolution time by 25% • Collaborated with engineering teams to identify and resolve complex technical issues, contributing to a 30% reduction in recurring problems • Created and maintained internal knowledge base articles, improving team response efficiency by 40% • Led webinars and client training sessions, enhancing feature adoption rates by 15% • Gathered customer feedback and shared insights with internal teams to drive continuous improvement SKILLS • Technical Support: Zendesk, Intercom, Pylon, Linear • Communication: Advanced written and verbal English • • • • Technical troubleshooting • • Effective Query Resolution • Customer Support (Email & Live Chat) Policy Implementation Problem Solving Tools: CRM systems, ticketing systems, project management software Time Management: Multi-tasking, priority setting, deadline management LANGUAGES • Finnish Conversational Duolingo • English Fluent Customer Success Representative January 2022 - May 2024│Pecap Development Center, Remote • Provided comprehensive technical support for SaaS platform serving 200+ SMB clients • Achieved average response time of under 2 hours for all customer inquiries • Developed and implemented new customer onboarding processes, resulting in 35% faster time-to-value • Contributed to product improvement initiatives by gathering and documenting customer feedback EDUCATION Bachelor of Science (B.S.) in Nursing Sciences May 2022 University of Nigeria, Nigeria Diploma in Digital Marketing and Data Analysis May 2022 Digital Marketing Skill Institute (ALEPH CERTIFICATIONS • • • • Certified Customer Service Professional (CCSP) Data Analytics, Enugu SME, 2022 Global HR Compliance Training, Alison, 2024 Certified Payroll Professional (CPP), In Progress REFERENCES References available upon request ADDITIONAL INFORMATION Experienced and open to working in remote, distributed teams