Open to opportunities

ijeoma odita

@ijeomaodita

Customer Support Specialist with 3+ years resolving technical issues and improving onboarding, retention, and satisfaction.

Nigeria

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What I'm looking for

I’m looking for a remote-friendly customer support role where I can own high-volume inboxes, troubleshoot technical issues, build automation, and partner with product to improve onboarding, retention, and customer satisfaction.

I’m a Customer Support Specialist with 3+ years of experience delivering empathetic, resolution-focused support via chat, email, and phone. I handle high-volume customer inquiries, troubleshoot technical issues, and support customers through onboarding and product activation—always aiming for stress-free outcomes.

In my roles as Customer Support Manager and Customer Support Lead, I’ve served as a primary point of contact, coordinated complex escalations with internal teams, and maintained clear communication back to clients. I also built automated workflows and dashboards that reduced manual response time and improved customer satisfaction scores, while keeping an internal knowledge base of recurring issues and best practices.

Across CRM and workflow tools, I’ve managed accurate customer records and streamlined support operations using platforms like HubSpot and Pipedrive, while processing orders and refunds promptly. I’m passionate about customer retention and churn reduction, and I enjoy acting as the “voice of the customer” to improve the overall customer journey through feedback, training, and continuous process optimization.

Experience

Work history, roles, and key accomplishments

Customer Support & Operations

MIMZ

Apr 2024 - Mar 2026 (1 year 11 months)

Managed multi-channel customer support across email and chat, including processing orders and resolving complaints across multiple brands. Maintained customer records in HubSpot and Pipedrive and supported marketing activities such as email campaigns, social media management, and analytics reporting.

Inbox Management Order Processing Complaint Resolution Pipedrive Email Campaigns Social Media Management Reporting & Analytics

Monday.com Specialist

Mims Auction Limited

Jan 2025 - Dec 2025 (11 months)

Served as the primary point of contact for clients, responding to platform inquiries via email and chat, troubleshooting issues, and delivering timely resolutions. Guided new users, escalated complex cases to the product/development team, and improved response efficiency with automated workflows and dashboards.

Troubleshooting Issue Resolution User Onboarding Workflow Automation Dashboarding User Training

Customer Support Manager

Olosin & Towers Limited

Jul 2020 - Apr 2024 (3 years 9 months)

Handled customer inquiries and complaints across email, phone, and in-person channels, resolving issues efficiently and coordinating escalations with internal teams. Guided new clients through onboarding and trained customers on product use while monitoring customer health to help prevent churn and identify at-risk accounts.

Issue Resolution Escalation Management Customer Onboarding Product Training Customer Retention Churn Prevention Customer Health Cross Functional Collaboration Customer Advocacy Upselling Cross Selling

Customer Support & Relationship Manager

Bluebird Capital Limited

Jul 2014 - Feb 2020 (5 years 7 months)

Acted as the primary contact for a diverse portfolio of clients, handling inquiries, account queries, and complaints with professionalism and empathy. Managed client onboarding, provided regular updates and educational content via email and webinars, and built long-term relationships through community events and social media groups.

client support Query Management Complaint Handling Customer Onboarding Relationship Management Client Communication Educational Content Webinars Community Building Event Coordination Social Media Community Management Referrals Renewals

Education

Degrees, certifications, and relevant coursework

Digital Training Institute

Bachelor of Science, Banking and Finance

Earned a B.Sc. in Banking and Finance from Digital Training Institute. Additional referenced training focused on customer success and support management topics.

Digital Training Institute

Training program, Customer Success & Support Management

Completed training in Customer Success & Support Management, covering onboarding, product adoption, retention, CRM optimization, and upselling. Also included support-related CRM workflow tools optimization.

Digital Training Institute

Training program, Cloud Computing & DevOps

Completed IT Technical Support training focused on cloud computing and DevOps fundamentals. Topics included introduction to cloud, computer networking, network security, MS Azure, AWS services, and related CRM workflow tools optimization.

ALISON

Professional Diploma, Financial Accounting and Sales

Completed the Professional Diploma in Financial Accounting and Sales. Covered topics related to financial accounting concepts and sales-oriented skills.