Wisdom

WISDOM ODOH Customer Support Representative
odohebube09​@gmail.com Remote @hustlehard042 2349012316193

PROFESSIONAL SUMMARY
Highly accomplished Customer Support Representative and Remote Client Experience Specialist with over 5 years of
progressive experience supporting global e-commerce, logistics, SaaS, and workforce-intensive businesses across the
United States and United Kingdom. Recognized for delivering exceptional multilingual-quality customer interactions,
maintaining consistently high CSAT ratings, and resolving complex customer issues with professionalism, empathy, and
operational efficiency. Demonstrated expertise in handling high-volume ticket queues, live chats, inbound and outbound
communication, escalations, refund disputes, shipping delays, order management, CRM optimization, and cross-
functional collaboration with operations, warehouse, billing, and technical teams. Experienced in supporting thousands
of international customers monthly while exceeding KPIs related to resolution time, retention, first-contact resolution,
and service quality. Possesses advanced English communication proficiency with exceptional written, verbal, and
interpersonal communication skills tailored to diverse customer demographics across North America and Europe.
Adept at de-escalation, conflict resolution, customer retention, and maintaining brand reputation in fast-paced remote
environments. Technically proficient in Zendesk, Freshdesk, Gorgias, HubSpot, Salesforce, Slack, Intercom, Shopify,
Stripe, Trello, Jira, Google Workspace, Microsoft 365, and ticketing automation workflows. Known for strong attention
to detail, accountability, emotional intelligence, remote collaboration, adaptability, and the ability to independently
manage sensitive customer interactions while maintaining accuracy and professionalism under pressure.

PROFESSIONAL EXPERIENCE

01/2024 – 04/2026 Northbridge Commerce Solutions, Senior Customer Support Representative
United States (Remote) Managed daily support operations for a fast-growing U.S.-based e-commerce fulfillment
•

company serving over 150,000 customers across North America and Europe.
Handled an average of 90-120 customer tickets daily through Zendesk, live chat, and email
•

while maintaining a 96% customer satisfaction score.
Resolved complex issues involving delayed shipments, refund disputes, damaged orders,
•

payment failures, subscription management, and warehouse processing delays.
Collaborated directly with logistics, warehouse, and payment processing teams to reduce
•

repeat customer complaints by over 30%.
Created internal macros, response templates, and escalation workflows that improved first-
•

response time and reduced ticket backlog.
Provided VIP customer handling and retention support for high-value clients, improving
•

renewal and retention rates.
Trained newly hired support associates on communication standards, CRM usage, tone
•

consistency, and conflict de-escalation.

03/2022 – 12/2023 Westfield Parcel Group, Customer Experience & Logistics Support Specialist
United Kingdom Delivered remote customer support for a UK logistics and last-mile delivery provider
•

(Remote) handling large-scale parcel distribution.
Monitored shipment exceptions, customs delays, failed delivery attempts, and courier
•

escalations while ensuring rapid issue resolution.
Maintained excellent communication with international customers through email, phone,
•

and live chat support.
Worked closely with dispatch and operations teams to coordinate successful deliveries and
•

improve customer trust.
Exceeded monthly performance targets related to ticket resolution, response speed, and
•

customer retention.
Documented customer interactions accurately and maintained compliance with SLA and
•

service-quality standards.
02/2020 – 02/2022 Harborlane Digital Retail, Customer Support Associate
United States (Remote) Provided frontline support for a multi-brand online retail company operating across
•

Shopify and Amazon marketplaces.
Handled inquiries related to order fulfillment, returns, exchanges, billing concerns, and
•

account management.
Maintained a professional and empathetic communication style that contributed to
•

consistently positive customer feedback.
Used Freshdesk and Shopify tools to manage customer records, process refunds, and
•

update order information.
Supported sales and retention efforts by identifying customer needs and recommending
•

suitable solutions.
Contributed to operational efficiency by identifying recurring customer issues and
•

suggesting workflow improvements.

CORE COMPETENCIES

Advanced Customer Support & CRM & Helpdesk Management Customer Retention & Upselling
Ticket Resolution
Logistics & Shipment Tracking KPI & SLA Compliance
Order Processing & Refund
Management Quality Assurance & Email, Chat & Phone Support
Documentation
Technical Troubleshooting E-commerce Operations Support
Escalation Handling & Conflict
Zendesk, Freshdesk, Gorgias & Resolution Professional English
Salesforce Communication
Shopify & Stripe Administration
Remote Team Collaboration

Multitasking in High-Volume
Environments

LANGUAGES
English Language
C2

CERTIFICATIONS

Zendesk Customer Service HubSpot Customer Service Google Digital Customer
Professional Certificate Certification Experience Fundamentals

Remote Work & Virtual
Collaboration Certification

ADDITIONAL STRENGTHS

Additional Strengths
Exceptional written and spoken English proficiency with professional business communication standards.
•

Strong emotional intelligence and customer relationship management skills.
•

Proven ability to work independently in fully remote environments across multiple time zones.
•

Experienced in managing sensitive customer complaints with professionalism and confidentiality.
•

Consistently recognized for reliability, responsiveness, adaptability, and attention to detail.
•