Timothy Ododo

TIMOTHY ODODO Onitsha, Anambra state, Nigeria | Remote - |-LinkedIn: linkedin.com/in/timothyododo -----------------------------------------------------------------------------------------------------------------—------PROFESSIONAL SUMMARY Versatile and professional customer service representative, with 7+ years of experience in technical and first point of contact client assistance, customer service and financial services. Excels in multichannel customer service (phone/email/chat/social media), resolving 300+ weekly inquiries with 97%+ customer satisfaction. Proficient in CRM systems (HubSpot, Tawk.to), attention to details, and a Proven ability to be teachable, trainable, work independently, meet performance metrics, assisting clients with complex issues and providing a high yet timely and exceptionally accurate customer satisfying solutions. --------------------------------------------------------------------------------------------------------------------------WORK EXPERIENCE IT Support Specialist & Technical Team Lead | Anambra Innovation Week Nov 2024 ●​ Delivered 24/7 multichannel support ( Tawk.to live chat, email, and social media) for 1,000+ participants. ●​ Resolved 98% of technical issues (connectivity, software access, streaming) within 2-hour SLA. ●​ Personally interfaced with 500+ users to troubleshoot urgent technical problems. ●​ Hosted ICT Quiz Competition covering basic computing, networking, cybersecurity, and software development concepts. Customer Service Representative | Odili Ventures Jan 2015 - Dec 2017 ●​ Handled 50+ daily inquiries across phone, email, and live chat for financial service clients. ●​ Maintained less than 2-hours average response time and 97% customer satisfaction rate. ●​ Resolved customers billing disputes using HubSpot CRM with 100% documentation accuracy. Technical Team Lead | Abia State Government Pension Verification Jan 2020 - April 2020 ●​ Directly verified 500+ pensioners, resolving account and documentation issues. ●​ Trained 50+ staff on customer interaction protocols and compliance requirements. ●​ Configured and maintained verification systems for sensitive financial data. Technical Team Lead | Facebook BuildForSDGs Challenge May 2020 - Dec 2020 ●​ Personally assisted 100+ remote participants via email and chat. ●​ Developed troubleshooting guides that reduced repeat inquiries by 30%. ●​ Managed cross-team collaboration to resolve application and technical issues. Technical Trainer | FMYSD Build-A-Thon Camp July 2024 - Sept 2024 ●​ Taught hardware programming using Raspberry Pi and Python to 200+ students. ●​ Provided real-time troubleshooting during hands-on coding sessions. ●​ Adapted teaching methods for diverse skill levels and learning styles. -----------------------------------------------------------------------------------------------------–-------------------SKILLS ●​ Customer Support: Phone Support • Email Support • Live Chat • Social Media Support • CRM Systems (HubSpot, Tawk.to) • SLA Compliance ●​ Financial Services: Billing Support • Account Management • Transaction Processing • Compliance ●​ Technical: Basic computer skills • Hardware and Software programming and Troubleshooting • Computer Systems • Process Documentation • Technical guidance ●​ Soft skills: Empathetic Support • Emotional Intelligence • Conflict Resolution • Counseling • Verbal and written communication • Attention to Details • Problem-Solving • Leadership • Team Collaboration • Flexibility: Evening Coverage • Weekend Availability • Overtime Readiness • Urgent Response ---------------------------------------------------------------------------------------------------–---------------------EDUCATION & CERTIFICATIONS ●​ High School Diploma (equivalent) | Goodnews Special College | 2007 ●​ Google IT Support Professional | RLABS/ACN Scholarship | 2023 ●​ Professional Soft Skills | LinkedIn | 2024 ●​ DevOps Engineering | 3MTT Nigeria | 2024 --------------------------------------------------------------------------------------------------------------------------ACCOMPLISHMENTS ●​ Maintained 97% customer satisfaction while assisting 50+ daily financial services clients (Odili). ●​ Achieved 98% resolution rate during 24/7 support shifts at Anambra Innovation Week. ●​ Recognized as SDGs Champion by Nigeria Youth SDGs Network. ●​ Reduced repeat inquiries by 30% through improved documentation systems.