Odoh

Odoh Ebube
Customer Support Representative

PROFILE
I am a Customer Support Representative with 5+ years of experience.
Over the past few years, I have gained experience supporting customers through phone, live chat, and email,
helping them resolve account issues, product questions, and service concerns. I am comfortable
communicating with international customers in English and maintaining a professional and helpful tone
even in challenging situations.
I enjoy helping customers find solutions and making sure their experience with the company is positive. I am
reliable, organized, and able to manage multiple customer requests while keeping response times fast and
communication clear.

PROFESSIONAL EXPERIENCE
Customer Support Specialist, Nordbridge Solutions Ltd. 01/2024 – 01/2026 | Remote
Managed 100-140 daily customer interactions via phone, live chat, and email supporting clients across
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North America and Europe.
Maintained response times under 30 seconds for live chat and under 2 minutes for phone inquiries.
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Resolved billing issues, account access problems, subscription management requests, and product
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troubleshooting.
Utilized CRM platforms to log interactions, escalate technical issues, and maintain detailed case
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documentation.
Assisted customers in real-time through simultaneous chat sessions while maintaining accuracy and
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professionalism.
Key Achievements:
Maintained a 4.9/​5 average customer satisfaction score across all support channels.
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Reduced average ticket resolution time by 25% through improved ticket categorization and prioritization.
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Consistently ranked among the top 5 support agents based on performance metrics and customer
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feedback.
Client Support Representative, HelixPath Global Services 03/2022 – 12/2023
Delivered inbound phone and chat support to customers with inquiries about orders, service plans, and
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account management.
Handled 80-110 customer inquiries daily while maintaining detailed CRM records of each interaction.
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Managed multiple live chat conversations simultaneously while maintaining clear and professional
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communication.
Worked closely with logistics and billing teams to resolve delivery issues and payment disputes.
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Followed structured support workflows to ensure SLA compliance.
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Key Achievements:
Achieved a 96% first-contact resolution rate for customer issues.
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Maintained average chat response time under 45 seconds.
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Selected by management to assist in training and onboarding new customer support agents.
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Customer Service Associate, Virello Commerce Support Group 07/2020 – 02/2022
Provided email and live chat support to global e-commerce customers regarding orders, product inquiries,
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and refunds.
Managed a ticket queue averaging 70-90 cases per day while meeting strict service-level agreement targets.
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 Investigated shipment delays and coordinated with fulfillment partners to update customers on delivery
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status.
De-escalated customer complaints through structured communication and problem-solving techniques.
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Maintained accurate documentation of cases and resolutions for internal reporting.
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Key Achievements:
Achieved a 97% positive customer feedback rating.
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Reduced repeat customer inquiries by improving ticket documentation clarity.
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Recognized for professionalism and ability to handle difficult customer situations effectively.
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CORE CUSTOMER SUPPORT SKILLS
Phone Support Communication
Live Chat Support
Email Customer Support
CRM Systems (Zendesk, HubSpot, Freshdesk)
Customer Satisfaction (CSAT) Optimization
Conflict Resolution
Active Listening
Customer Retention
Multitasking
Problem Solving
Documentation & Case Reporting

LANGUAGE PROFICIENCY
English
Native /​Full Professional Proficiency (C2 Level) -
Fluent in professional phone communication, live
chat support, and written customer
correspondence.